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Hunt Group Overflow

Hunt Group Overflow

Hunt Group Overflow


Having an issue with a hunt group A with one member

Group A
Queuing off
No Answer Time 20
Overflow Time 20
Overflow Mode Group
Immediate Overflow: no active agents
Over flow to Group B with numerous members.

When the member from group A is on the phone, the call immediately goes to the group A voicemail which happens to be set to 300 seconds. I've tried every combo for the overflow settings, no good.

With queuing on, the call just rings and rings until the member is off the line.

Any ideas?

RE: Hunt Group Overflow

The users in group B are logged in to the group and not set to DND or have forwarding enabled?

If so I would run a monitor trace and see what it has to say.

The truth is just an excuse for lack of imagination.

RE: Hunt Group Overflow

Yes, group B is our inbound call center fielding 1k calls per day. That group has queuing turned on. I'm wondering if I need to turn on group A queueing in order for the call to wait for a member of group B to answer??

I'll try monitor as well.

RE: Hunt Group Overflow

No the queueing in group A would give the one user in group A a chance to get off their call before overflowing. Otherwise it should immediately overflow to group B.

Can you call group B's extension and it rings them?

The truth is just an excuse for lack of imagination.

RE: Hunt Group Overflow

Set overflow to 15 seconds and I bet it works, ran into this before.

RE: Hunt Group Overflow

What is the hunt group ring mode? Rotary? Sequential? Collective / CCW?

RE: Hunt Group Overflow

Joe - I'll give this a shot. Was noticing some odd behavior on it, so I rebooted. Solved some problems.

I've tried every different ring mode to see if it made a difference.

RE: Hunt Group Overflow

Embedded or voicemail pro?

RE: Hunt Group Overflow

Did that work? changing to 15 seonds.

RE: Hunt Group Overflow

Using VMPro.

I can't be sure if a system reboot fixed it, or changing to 15 seconds did, but it seems to be working.

RE: Hunt Group Overflow

Well let's prove my point, set back to 20 seconds and retest. Let me know please.

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