busy when no agents available

[mangelo8556]

I am getting a busy when a caller reaches a hunt group that has no agents logged in or if they are in AUX. I am new to phone systems.

 

[AvayaTier3]

The caller is not reaching the hunt-group. Is the hunt-group extension being dialed, or the call is routing via a vdn / vector?

That's working like it's programmed.

options:
log someone in, give the hunt-group a cover-path, or call-forward the hunt-group extension.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[mangelo8556]

If someone is logged in the call is routed to that person and according to the trace the vector continues to process.(don't know if it is supposed to or not)

The hunt-group is routed in a vector Line 10

Number: 225 Name: FinAid
Multimedia? y Attendant Vectoring? n Meet-me Conf? n
Lock? n
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y Variables? n

01 wait-time 2 secs hearing ringback
02 collect 1 digits after announcement 8946
03 goto step 8 if digits = 1
04 goto step 10 if digits = 2
05 goto step 11 if digits = 3
06 route-to number 8988 with cov y if digit = 4
07 goto vector 226 if unconditionally
08 announcement 8947
09 goto step 2 if unconditionally
10 route-to number 8990 with cov y if unconditionally
11 route-to number 885 with cov y if unconditionally
Does this look ok?

 

[mikeydidit]

The way the ACD groups works is someone has to be logged in to take calls. If no one is, then yes you are going to get a busy. AUX-WORK is basically telling the switch, NO I can not take a call right now. If all agents are in this state or not logged in at all, this tells the system, the hunt cant take calls right now. Thus the busy.

You could change the vector to read,

 goto step    ??            if staffed-agents   in skill ??           <  1

This would send the calls to whatever vector step you want if the staffed agents is less than 1.





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- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

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[mangelo8556]

We have the Basic Call Manager package which does not support the Staffed Agents logic. I ended up removing the Hunt-Group and adding it back. This fixed the problem I was having.

Thanks for all your suggestions folks.