Calls Incorrectly Going to Ext VM

[aprilflowers]

Working on a Magix 2.0 & Mer Messaging 2.5 for customer that manages our local "hotlines". They have about 20 incoming POTS lines. Cabinets are as follows:
Magix 2.0
800 GL-ID
412 LS-TDL
016 ETR
016 ETR
MERLIN MSG
------------
800 DID
800 GL-ID
016 MLX-U

Operator is 400. The "call center" phones (calling group 771) are Partner 34D's with 14 lines on each. There is also an outgoing "Admin" pool with 3 lines in it. A few of the extensions at the end of the calling group have 4424's. Callers can dial 3 digits (i.e. 511) to access the "call center" staff instead of dialing the normal 7 digit phone number. If no one in the group is "available" the call goes into the queue. All of the correct lines are assigned to 771. The members are 403,411,412,413,414,418, 419.

PROBLEM: Occasionally (1x every 10-15 days), and so far only after hours, a caller ends up being transferred to extension 419's voicemail instead of going to queue (a real problem as some calls are very urgent). After numerous test calls we cannot replicate the problem. All the test calls have gone to queue if no one is available, just like they are supposed to. This could literally be a life or death problem for a crisis caller. ANY IDEAS would be appreciated.

 

[tdaugirdas]

Is 771 - setup as linear or circular hunt type? Ext 419 is the last extention in the group - and maybe on those occasions when the linear hunt hits 419 - and noone answers - it just flows to 419's voicemail box. If the hunt type is linear - try changing it to circular - to see if that corrects the issue. You also mentioned this only happens after hours - I assume when the system is in "Night Service" mode. Perhaps there is a better way to handle after-hours emergency calls - rather than running them through the calling group with all positions vacant - something like "if this is an emergency, please press 7 and you will be connected to our after-hours emergency service" - then program that selector code to do a remote transfer to an after-hours service. I guess you could also program in the (periodic) option for people to transfer out of the queue if the situation is a true emergency - instead of just sitting in queue and waiting.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[aprilflowers]

Calling group 771 is set up as circular. I think I will try reprogramming the calling group, and see what happens. Maybe the programming is corrupt????