Attendant busy when dialing from hunt group extension

[telecomadmin12]

I have had a weird problem for a few weeks now. My main attendant is member of a hunt group along with one other attendant, which is however unplugged. Only the main attendant is being used currently. When calls come in from outside, they go to that hunt group and ring the extension of my attendant console. My operator has reported to me, that people tried to call in during working hours and left a voice mail while she was on a call. Instead she should have seen call waiting light up on the console and the call queued. This is the coverage path that is assigned to the hunt group.
COVERAGE PATH

Coverage Path Number: 6
Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 1
All? n n
DND/SAC/Goto Cover? y y
Holiday Coverage? n n

COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n

Point1: attd Rng: 4 Point2: h99 Rng: Point3:
Point4: Point5: Point6:


h99 is for voice mail.
That is the way it was set up. I don't really understand why it is necessary to set Busy? to "y" and first coverage point to attd. When I set Busy? to "n" I get a busy signal when I dial the hunt group extension. For some reason the attendant seems to be considered busy when dialing the hunt group extension. Dialing attd-group (0) or the extension of the attendant itself rings fine.
My switchboard operator also told me that when she wants to connect someone to an outside number she can’t press the release button anymore but first has to press “split”.
I set trunk-to-trunk transfer to "none" a while ago, but gave the attendants a COS with trunk-to-trunk transfer override to "y". I wonder if this has anything to do with it.
Any ideas?

 

[AvayaTier3]

Calls to Individual attendant extensions ring to that specific attenant and have no coverage.
If not available (POS BUSY) or on call will return busy to caller.

attd calls (LDN, attd) are sent to the attendant queue
buttons that show status for the call(s) in this queue are "atd-qcalls", "atd-qtime"

Individual attendant extensions in a hunt-group (when logged into the hunt-group) will
receive hunt-group calls when in a idle state, and will follow the hunt-group's coverage path (based on Cov Path Criterea) when no hunt-group members are logged into the hunt-group or no members are available to take a hunt-group
call.
buttons that show status for the call(s) in this group are "q-calls", "q-time"

The attendant queue and the hunt-group queue work independently

hunt-group calls can be redirected via coverage and to hunt-group night destinations by activation / deactivation of hunt-group night service using "hunt-ns" buttons.




A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[telecomadmin12]

Thanks.
If I enable queue in the hunt group and assign a q-calls button to the console, will the operator be able to pick up the calls individually and have an audible indication that a new call is coming in (in addition to the light on the q-calls button coming on)?

 

[bleebrant]

Just wondering why the individual attendant extensions are in the hunt group, and the coverage path for the hunt group goes to the attendant queue. Do you do reports for the attendants?

Would it be possible for you to remove the individual attendant extensions from the hunt group, and have all calls directed to that hunt group go immediately to the coverage path? This way the call will ring in to the attendant queue, and light the default queue button on the console when a second call comes in. The attendant will also be able to put the first call on hold, and answer the next call ringing in before it goes to the second point of coverage, or voicemail.

 

[bleebrant]

Also regarding the trunk-to-trunk transfer - in addition to giving the attendant a COS that allows trunk-to-trunk transfer override, make sure you also change the Console Parameters to the same COS.

 

[telecomadmin12]

Thanks bleebrant. I don't really know why the coverage path for the hunt group goes to the attendant queue. It was set up like this before I took over, we are also not running any reports on attendants. I did what you suggested and it works. I would like to assign a night-service or aux-work button to the console so that when depressed, the call goes to voice mail immediately. Don't know if that would work when directing all calls to hunt group's coverage path immediately.