Hunt group overflow issue

[Shad0wguy]

I was made aware of an issue at work today. We have a customer service hunt group set to rotary that receives calls to our 800 number. Then we have an overflow hunt group set as overflow for the customer service line. On occasion the overflow group will receive a call despite no one in the customer service group being on the phone at the time. What could possibly be causing this?

 

[smokinjoe2938]

two things to look at 1) are agents logged in to take calls? 2) what is the overflow timer set at?

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[Shad0wguy]

1) Yes, they are logged in
2) Overflow time is set to 15

 

[smokinjoe2938]

ok then does someone have a set hunt group out of service button programmed on their phone?

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[Shad0wguy]

They do have a huntgroup enable/disable button, but they were signed in at the time. The system is acting as if the overflow is part of the rotation it seems.

 

[smokinjoe2938]

did you verify this personally or are they just saying this to you,I personally do not believe what customers tell me anymore.

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[Shad0wguy]

Yes, I know for a fact, as one of the customer service reps had taken a call moments before.

 

[smokinjoe2938]

without a monitor trace then its a crap shoot, you could try to bump up the overflow timer and do more testing.

acss sme acis sme acss cm 5.2.1 acss cm and cmm

 

[Shad0wguy]

Is there a delay between when someone in the hunt group finishes a call and when they can be rang again? That would be the only thing I could think that might cause this.

 

[smokinjoe2938]

I believe there is a call clearing period, this could be why if only 1 agent just hung up a call and another call was presented to the huntgroup, with only 1 agent available this new call would overflow

acss sme acis sme acss cm 5.2.1 acss cm and cmm