Call Queuing "How To"` 2

[NJAX]

Hello All,

I need some help setting up a call queue on my IP Office. FIrst time setting it up and having some trouble.

I've set up a hunt group and set it with "queuing on", ring mode "collective" and the rest are defaults
In VM pro, I added the hunt group so it appears under groups and set it to QUEUED

I set the auto attendant to transfer a caller pressing 8 to the hunt group ext I set up. HOwever, the calls are not going into a queue. It rings about 5 or 6 times and then vm picks up.

Any suggestions or a HOW TO guide would be greatly appreciated.

Thanks all.

 

[derfloh]

Disable Voicemail for the hunt group or set a bigger voicemail answer time.

If you say the rest is default you should take a look into the announcement tab.

 

[Gunnaro]

Hard to guess exactly what you've done wrong.

Does it hit the Menu you configured?
(The Queued has nothing to do with queuing, it's the 1.st Announcement that you set in Manager)

Going to VM after 5-6 rings is not a default setting for a HG, sounds like going to a user.

You better try to trace the call, see where it goes.




Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[NJAX]

It does hit the auto attendant and when i press 8 to transfer the call to the hunt group, thats where im not sure where its going wrong.

I'll try tracing the call.

Thank you.

 

[Pepp77]

Also please note calls will only queue if there are no phones to ring on. So if you are only testing with one call it will never queue. Try placing two calls and you should see the first ringing and the second queuing.

| ACSS SME |

 

[NJAX]

Thanks for the addtl info...

One follow up question..Should the extensions in the hunt group only have 1 line available to them so their extension is busy if they are on a call? Right now, they have 3 lines on their phones?

 

[Gunnaro]

No

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[smokinjoe2938]

If an agent is on a call it should not present the call to him, if he is the only agent then the call should queue.

 

[NJAX]

Thanks all!

 

[IPGuru]

it should not ake any difference but generaly most people (outside the USA) detest the default Apperance settings

Normally we set phones to 2 Appearance keys & Busy last CA.
(if we don't I can guarantee a call within a month complaing that calls keep ringing when the user is busy)

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[derfloh]

We do it the same way. Stupid that reserve last CA is not an option to set through user rights.

 

[NJAX]

OK ... I got it working, but am getting strange results...

I am transferred to the hunt group but am immediately hearing the system message that no one is available to take the call. Even though no one in the hunt group is on the phone. I thought the caller would only hear that if everyone in the hunt group was on the phone?

Thanks!

 

[Gunnaro]

Then your First Announcement is set to 0 or 1 sec (in Manager)
Up that to 20+ sec and record something meaningful to put in the Queued-module of that HG.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[NJAX]

Gunnar,

That worked perfectly!

One last question and I think I;m good to go..

Initially, I was hearing "call will be answered in 1 min"..Now I don't hear that at all. I only hear the system message "no one is available..please hold" (paraphrasing)...

THanks.

 

[Gunnaro]

You probably have/had a "Still Queued" with that QPOS in it, and now you deleted it or un-ticked the 2nd Announcement in Manager.


It's rather easy to make it, just go to the Groups, enable both Queued and Still Queued, put in one of the Queue Actions (they are greyed out if not working in a Group module)
Hit the F1 when you're about to configure the action, it is very well explained.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam