Call routing- call doesn't return to vector if no answer 1

[definity101]

Hi, I'm new to programming so I hope I explain this ok.
The incoming call is qued directly to a hunt group,if all lines are busy, the call goes back to the vector steps while it remains in que and the caller hears an annc. and so on, until the call is answered. (i'm not using acd).If a hunt member is not active but doesn't answer(and doesn't have sac activated)the station will ring and not return to the vectoring.Is there a way to route the call back to the vector after so many rings?
thanks,Deni

 

[dmoore7648]

Yes, you want to use Redirect to VDN on page 2 of the Hunt Group page. Also make sure you have a value for Redirect on No Answer. 3 rings usually sufficient.

 

[definity101]

Thanks,dmoore7648... but I believe this option only shows up if you're using ACD. Unfortunately I'm not using this feature. When I did try to use it ,I could hear the phone ring in the receiver but the station never actually rang. PLease keep the suggestions coming in. I appreciate the help!

 

[robdbit]

Try setting a coverage path back to the the VDN. This can be done by creating a cover path; just specify, for example, "v51213" for cover point 1 (assuming the extension for the VDN is 51213). You'll also need to verify the "number of rings" parameter is set correctly. Next, input the newly created coverage path on page 1 of the hunt group form.

Hope this helps.

 

[definity101]

Thanks robdbit,
But I'm not using ACD so there is no coverage path, (that I can see) on the hg form.If I'm wrong please let me know.I tried setting the coverage path on the station form back to the vdn but that didn't seem to matter either.
thanks for trying!

 

[robdbit]

What type of hunt group are you setting up? When you type "add hunt next" in the switch, the default is "ucd-mia". That means it's uniform call distrubition - not ACD. You should see the field "Cover Path" on the right hand side of page 1.

It should look like this:

add hunt-group Page 1 of 60
HUNT GROUP

Group Number: 18 ACD? n
Group Name: Queue? n
Group Extension: Vector? n
Group Type: ucd-mia Coverage Path:
TN: 1 Night Service Destination:
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

 

[definity101]

robdbit,Okay,your right it's when I type Y in the vector field that the coverage path is omitted.

 

[robdbit]

You're right. I missed the vector field. Given that scenario, I don't think you can route calls back to the vector after 'x' rings.