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Thanks Westi, All queues are setup as CCR Agent Groups and all settings appear identical except that L1 is set with Voicemail ON with and answer time of 900 sec and Voicemail is not check for L2. One more difference is that L2 does not have any Group set as overflow. I will try copying the L1...

Alright, here's the latest on this issue... An after Call Work button was programmed on an L1 and L2 agents phones. When an agent in the L1 queue completes a call, the ACW light comes on 5 seconds after the call has completed and stays on for 20 seconds. The light then turns off and the agents...

Thanks for the replies... So what would be the recommanded settings to accomplish the desired behavior in a properly planned deployment of a queue overflow to another with after call work or wrap up time working also on the overflow situation? Anyone seen this working that way or are we doomed...

All Hunt Groups are set to "Longest Waiting".

OK, wrap up time was set to 20 sec for the agents on the Level 2 queue where calls overflow, but the client is telling me L2 agents are still presented with calls as soon as they hang up... The After Call Work Time is still set to 20 sec for these agents, as well as Automatic After Call Work...

Appreciate the modesty, but it was just an idea untill confirmed and this client does not like me "trying" things on his Call Center. I am going after hours to do some changes today and getting the reply this fast really made my day!

My Client has an IP Office Call Center (Rel 8.0 (51)) with 3 seperate queues. The After Call Work (20 sec)kicks in normally when agents end a call received in their respective queue, but if a Level 2 support queue or level 3 support queue agent gets the call after it overflows from the 1st...

Hi kwbMitel, This seems to be my problem indeed as per the configuration output below, but pardon my ignorance, I can't seem to find where I can change this setting. I also find strange the fact that this shows "Dial-by-name: Last First = [Y]" and my Call flow "Dial-by-name" action is set with...

Hi, Getting an issue with MAS 2.1 based NuPoint using Dial-By-(last)Name in my Call Director Call flow. The recorded name is not being pronounced before ringing the user if more than 1 matching digit is received. Small deployment with 3300CX II/MCD 4.2 / 35 users. Thanks for any input!

If using MGCP to CUCM, the router's dial-peer should have nothing to do with how the call is routed except in SRST mode. I you create, just as a test, a Translation Pattern matching one of your DID with the right amount of digits sent and configure the matching new extension under the "Called...

I was just looking into this also as it keeps coming up from customers. Is this a "No" as in nobody knows, we wish Mitel would fix it or is it more like, this should work and we're doing something wrong?