Hunt Groups and Voicemail

[mlc9]

We are running IP Office 3.2(17) with Voicemail Pro. Currently have a hunt group set up to answer in Most Idle mode. Queuing is also on with a ring time of 10 seconds, and a Queue Limit of 60. If not mistaken, this Queue Limit means that we currently allow 60 callers in queue and the 61st gets voicemail. If so, that is probably high and needs changed.

My question is two fold. First, is there a way for a caller to be auto directed to the hunt group's voicemail after being in queue a certain amount of time vs. a certain limit of queued callers being reached? If so, what controls that?

Second, is it possible for a caller to remain in queue or being given the option to press a number and be given voicemail? If so, is that easily explained? Thanks

 

[amriddle01]

1) Voicemail answer time dictates how long a call rings before going to a groups voicemail.

2) You can put a menu in the groups queue action (in VM Pro) and allow them to break out to VM or continue to queue

 

[amriddle01]

Wait, I think VM answer time is 4.0+

 

[tlpeter]

It is the no answer timer for groups in those releases.


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

Indeed, I didn't think it went back to 3.2

 

[mlc9]

For point (2), it looks like I'll just need to research building connectors/actions for the option to break off to voicemail.

For point (1), though, not sure the answer time is what I am looking for. I assume you mean the Allocated Answer Interval (secs). If so, my understanding is that this was the number of seconds callers got before they were placed in queuing. What I am looking for is a maximum number of minutes that a caller waits in queuing before they auto fall out to voicemail. The Queue Limit option actually works off a max number of callers in a queue. I want to work off a max number of minutes waited in queue. If that can be done.

 

[amriddle01]

http://downloads.avaya.com/css/P8/documents/100015751

here you go