Hunt Group Overflows

[tnestel]

I have a very small IPO 500v2 8.0 (66) with Embedded mail.

Incoming calls go to Hunt group 1 that has just person A assigned. If that person is not able to answer,
HG2 will ring persons A & B. Still no answer...
HG3 rings A,B,C. Still no answer..
HG4 rings A,B,C,D. Finally the call would go to voicemail

The 3 overflow groups are in order on HG1's overflow tab. No answer time is 6 seconds. Overflow time is 6 seconds. Voicemail answers after 40 seconds.

...and it's not working. It stays at the operator until voicemail answers. Help!

 

[smokinjoe2938]

voicemail is enalbed at hunt group 1 only correct?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[tnestel]

Correct.

 

[amriddle01]

Are you sure it's coming into the DDI you think it is? Does that DDI target the first group?

 

[smokinjoe2938]

so are you saying the overflows are working? but will route to the operator until the 40 second timer kicks in if yes then lower the voicemail timer

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[tnestel]

Yes, ICR is directed to Hunt Group 1. The overflows are NOT working. The call stays at the operator and does not overflow. It goes to voicemail just fine.

 

[smokinjoe2938]

are the overflow groups configured as sequential?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[tnestel]

?? They are listed in order and the ring mode is Collective call waiting.

 

[smokinjoe2938]

change to sequential

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[smokinjoe2938]

Also make note of this in a sequential hunt group the call will be presented to the 1st agent on the list and then looks to the foward no answer timer value before the call is presented to the next caller on the list. So timer values may need to be set carefully on hunt groups b c and d before going to voicemail

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[tnestel]

I'll give it a try, but won't sequential ring the users 1 at a time? If user A went to the bathroom and forgot to put DND on, it still won't roll to user B.

Our first try at this was to have all 4 users in one group with sequential ring mode, and this was the problem.

 

[tnestel]

Smokinjoe, I read the 2nd part of your answer, and if you read my reply, it seems that the no answer time was being ignored in my first scenario. It never rolled to another user. Hmmm. I'm going to import this config into a demo unit and play around. Thanks for the always helpful advice, and please give me more if anyone has something to add!

 

[smokinjoe2938]

forward no answer ONLY APPLIES to hunt groups configured as sequential so lower the value on fna.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[tnestel]

In the original 4-person sequential hunt group, no answer time was set to 6 seconds, but it never went to the next person unless the first person had DND on. VM is set for 40 seconds, so there was plenty of time for it to roll around. I wonder if this indicates some other problem. Will keep looking.

 

[smokinjoe2938]

That is weird as a sequential hunt group will look to the forward no answer value to roll to the 2nd agent.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[amriddle01]

Avaya love messing up groups and overflow etc, I would upgrade if possible