How many seconds in rotation for hunt groups

[bigblock454]

Hi All, Dawn here. We have HGs set up for our salesmen, in rotary. They say they aren't getting enough time to answer when they have their phones forwarded to cell. I set up a test HG and notice that the first phone in the rotation rings 3 times, but the second only rings 1 1/2 times before it goes back to the receptionist. The no answer time for HGs is 15 seconds, the no answer time for regular extensions is 22 seconds. Transfer return time is 20 seconds.

So the question is, WHICH of these will allow EACH phone in the rotation to ring at least 3 times?

Thanks, Dawn

 

[OldAndKnackered]

Yoy could try setting your overflow time to 0 and see what happens, it's meant to make the phones ring in order if not answered.

 

[bigblock454]

Hi CatOnKeyboard, do you mean the overflow for the HG? I will try it...

 

[sizbut]

Its only doing what its told. The transfer return is 20 seconds and after 20 seconds its doing just that. Either extend that time, switch it off (zero) or use a collective hunt group.

 

[IPOfficeIreland]

external forward to a cell will always take up to 10 seconds to start actually ringing the cell (hold on, I mean mobile phone!!!). If you have 15 seconds then 1.5 rings is it.

 

[bigblock454]

Ok, so I should set the transfer timer to a longer increment...Will try that too.

 

[bigblock454]

Ok, I have adjusted all kinds of times etc, and it seems as if no matter what I do, the first phone in the rotation rings several times, but the 2nd rings only once or 1.5 times.

Also, we have user rights defined for all phones, so which set of time rules applies if times are different for HGs than they are for the phones themselves?

 

[ProviderReborn]

BB454 If I remember right your on version 4 yeah?

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[bigblock454]

TheProvider, yep...Here's what's weird...

For the HG,
Overflow timer: 240
No answer timer: 20
VM answer timer: 240

For the user rights,
No answer: 18
Transfer return: 240
Wrap up: 2
Individual coverage: 15

BUT, when transferring to an HG, 4 rings at the forst phone, 1 ring at the second and then back to the recptionist..

When transferring to an individual extension, 4 rings and back to reception.

I have NOT hard rebooted, just done merges, anyone else find this weird and do you think I should do a hard reset?

Thanks! Dawn

 

[ProviderReborn]

Can you just check if the group has queuing and announcements on for me.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[bigblock454]

Queing is on, announcements are off.

 

[bigblock454]

Oh, and queuing is set to no limit, normalize queue length (for my test HG, I notice that one of the real HGs in question has a limit set to 3)

 

[ProviderReborn]

So, Lets put your responses into the working methods of overflows and queuing.

#

Overflow Time: Default = Blank, Range = 1 to 99999 seconds.
Calls that ring the hunt group members without being answered can be redirected to an overflow group or groups. This requires an overflow group or groups to be added to the Overflow Group List and for those groups to be In Service. The Overflow Time setting is then used to determine when the overflow groups should be used.
#

*

If Queuing is off and all members of the hunt group are busy, a call presented to the group will overflow immediately, irrespective of the Overflow Time.
*

If Queuing is on and all members of the hunt group are busy, a call presented to the group may queue for up to the Overflow Time before overflowing.
*

If the call is currently ringing a hunt group member when the Overflow Time expires, it will complete ringing using the set No Answer Time before overflowing.
*

If the Overflow Time is 0 or blank, a call will overflow when it has rung each available hunt group member without being answered.
*

One or more calls in the group reaching their Overflow Time will permit other calls within the group to overflow if they are queued, or have rung each available hunt group member without being answered.
*

When a call overflows, it is still controlled by a number of settings of the hunt group from which it has overflowed.
*
o

Calls that overflow use the announcement settings of the original group from which they overflowed.
o

Calls that overflow use the Voicemail Time of the original group from which they overflowed.
o

Calls that overflow are included in the Queue Length and Calls In Queue Threshold of the hunt group from which they overflowed. They are not included in those values for the hunt group to which they overflow.

#

No Answer Time (secs): Default = Blank (Use System setting). Range = 1 to 99999 seconds.
The number of seconds an extension rings before the call is passed to another extension in the list. This applies to all telephones in this group and the Overflow Groups (if used). If left blank the system Default No Answer Time (15 seconds by default) is used. For collective hunt groups the idea of moving to the next member when the No Answer Time expires does not apply. Calls will ring until the call is answered or another timeout is applied.
#

Voicemail Answer Time: Default = 45 seconds, Range = Off, 1 to 99999 seconds, Software level = 4.0+.
This setting sets how long a call should be presented to a hunt group, and its overflow groups if set, before going to voicemail. When exceeded the call goes to voicemail (if available) regardless of any announcements, overflow, queuing or any other actions.


ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[IPOfficeIreland]

the first phone in the rotation rings several times, but the 2nd rings only once or 1.5 times. "

is the 1st phone local and the second set with call forward?

Are you using analogue trunks?

Can you just ring the extension with the call forward and time the call from the second you enter the 1st digit. At the 20 second mark note how many rings has counted on the cell.

You could also monitor the ringing in SSA, Active Calls, Call Details. It will show times and overflows, etc.

 

[bigblock454]

TheProvider, Thanks! I will read through this and get back to the thread tomorrow, I have a meeting I have to attend for P&Z for my town right after work tonight! Back tomorrow, please mark the thread

Thanks, Dawn

 

[ProviderReborn]

Also check the users are indeed in the same user group. And the timers are applied to that user.
One last check would be to check the forwarding tabs match on the users.

Merges in 4 should be fine, you really should not need to reboot to get these settings to work.

ACA - IP Office Implement
ACA - IP Telephony
CCENT - Cisco ICND1
CCNA - Working towards.

 

[bigblock454]

Ok, I think I have it figured out. The problem was severalfold:

1. Non-matching times set up for HGs and individual 5410 & 5420 units.

2. 5410 & 5420 times all fixed as user rights applying to all phones.

3. Times not calibrated to correct for return transfer, i.e, enought time for it to ring the FIRST phone in the rotation 3-4 times but the SECOND phone in rotation only 1-1.5 times before ringing back to reception (I drove the office nuts testing THAT out).

Solutions:

1. Set No Answer timer to blank on all phones, 5410 & 5420.

2. Set HG timers to overflow blank, no answer timer to 25, and VM timer to off (might change that to 24*# of HG members).

3. Set transfer return time for all phones to 48, i.e. 24*2 HG members (48 specifically might not work for everyone, but works for us, gives 5 rings each to 2 HG members before returning to recep, then starts at the next member in the rotation without skipping any or ringing too few times to be picked up by the member).


We'll see how it functions when applied to a real HG, and hope that it works for HG members at other locations.

Thanks for everyone's help, I may be back on this thread if I find any problems with the above solutions. Dawn