IP Office 403 hunt group overflow

[alihsn]

Hello members,

first off, thanks for platform: it has ceratinly helped me a lot. Coming to the question, I am newbie so please bare with me. We have IP403, with two analogue extensions of 30 and 16 ports.
The issue started a few weeks ago, when the entire system just crashed and blanked out. I had to reconfigure it from the scratch. Since then I have updated it to the latest firmware 3.2 (69), the expansion modules do show up with 5.2 (69).
We have three hunt groups setup, with 11 members in group 1, 9 in group 2, and 2 in group 3. The incoming call comes onto group 1 first, where I have set it up in idle ringmode. The way I want it to work is that it rings for about 5 sec on the agents desk and then moves onto the next one. The overflow time is set at 10 sec when it overflows to group2. Same setup goes for group2 which overflows onto group3 and group3 onto group1.
The issue is, when an agent misses a call it does not show up in logs. I want individual call stats for every agent, i.e. missed calls, answered calls etc. Secondly, lots of missed calls show up in call stats with hunt group name and 0:00 time.

Following are the settings for the hunt group:
No answertime: 5
Overflowtime: 10
Ring mode: idle

Individual users:
No answer time: 5
Wrap-up time: 2
Individual coverage time: 3

Thanks for bearing with me and looking forward to your help.

regards,

 

[MrIPO]

Do you have you overflow 2/3 groups configured on the Lead Group ?


MrIPO

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[alihsn]

Thanks for you reply,


The group1 overflow is group2,
group2 overflow is group3 and
group3 overflow is group1.

As per my understanding I have configured it to work in a loop.

 

[mattKnight]

>The group1 overflow is group2,
group2 overflow is group3 and
group3 overflow is group1

This is wrong

The group1 overflow should be group2, group 3
group2 overflow is blank
group3 overflow is blank

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[alihsn]

Hi,

thanks for your suggestion. I shall try it first thing in the morning tomorrow. I also have another newbie question:
if I set the no answer time at 8, it only rings on one agents desk in group1 for 8 sec. I have set individual no answer time at 4. I assumed it should go through two agents before overflowing to group2. Finally, after a agent in group1 misses a call it doesnt show up as missed under call status.

Any suggestions again would be useful.

regards,

 

[IPGuru]

the best help you can get at this stage would probably to consult the help files built into the manager.

They explain the operation of every field in reasonable detail & will probably answer all of your outstanding questions.

if not come back here & we will try to clarify anything you are stuck with.



I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[alihsn]

Hello again,

I have tried the overflow group, the way you advised me to. The problem is individual missed calls per agents: When a agent misses a call, it does not show up in the callstatus, like it used to before the upgrade.
Finally, I dont want the calls to overflow to group3 directly. Once they have been to group 2, thats when I want to them overflow to group3.

I have been through the help again and again, but cannot seem to find the settings that would show up individual missed calls again. Any suggestions would be useful.

regards,

 

[alihsn]

Hello again,

sorry for not posting the settings earlier, here they are:

Hunt group 1
Ring mode: Rotary
No answer time: 5
Overflow time: 10
Queing: on
time : 1 sec
overflow to group2 and group3

 

[alihsn]

Hello experts,

I want to update you on the situation:
I have set up the Que for the overflow to work as per the help files of manager: but even when all extensions are busy in group1, the call stays in que for 10 sec before overflowing to group2.
Finally, still cannot get the extensions to show missed calls when they do.
As usual any advice will be appreciated.

regards,