Collective HuntGroups on 4.1.9 1

[qtelcom]

Hello all,
Have a customer on IP500 on 4.1.9

I'm wondering about overflowing calls from the "reception" group to a "reception backup" group.

I use 2 users in the main "Reception" group, this group has queuing off, voicemail off, Call waiting is on, and the group is set to collective, and then I have it set to overflow after 10 seconds to the "reception backup" group. Users also have their calling waiting on

The "reception backup" group has 7 users in it, including the original 2 users from reception group, and also has queuing off, voicemail off, call waiting on, and set to collective. Users also have their calling waiting on

Couple of issues.

1. If nobody answers the call in the the "reception" group, the calls ignores my overflow time and uses the "No answer time" value instead which is the default of 15 seconds, it then overflows to the backup reception group.

2. If nobody in the backup reception group answers that call, it goes back to the original reception group after 15 seconds. rinse and repeat. The call bounces back and forth between the 2 groups every 15 seconds. This 15 seconds comes from the "No Answer Time" on the original "reception" group.

What the customer wants, is after 10 seconds of ringing from the reception group, overflow the call to the backup group and keep the call ringing at that backup group forever until someone answers it. He wants it to group ring the users and have their with call waiting on. I have played with this several ways, but can't not get it to do this? This used to work on previous releases, but now it does this bounce back and forth thing. He does NOT want to queue calls up with MOH and annoucements.

The help doc's say that collective groups IGNORE The no answer time value, but in my case, the collective group follows that timeout value and IGNORES my overflow time.

Am I misunderstand something, or is this broken?

Release 4.1.9, IP500

 

[TomMills]

try adding the reception overflow group 5 or 6 times in the originating group.

then the call should stay ringing the second group....

 

[kholladay]

This is working as designed.

Once a call has started ringing a user it will not stop until the no answer interval has expired. You cannot set the overflow to a value that is not equal to a multiplied value of the no answer time (e.g. no answer = 15 overflow can be 15, 30, 45 etc).

The only way I can see this working is if you were to use an assisted transfer in VMP to the Reception group and then on no answer transfer it to the overflow group. Or perhaps you could use a 3rd group with a single user in it that is set to sequential and call forward that user to the overflow group. Can’t say that would work as I haven’t tried it but it could be worth a shot. Either way using overflow alone will not cause the call to remain in the overflow group indefinitely.



Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[kholladay]

Actually TomMills has got it. Never thought about adding the group multiple times. Bet that would work.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[TomMills]

i have this working on 3.2

set the same overflow group numerous times

unless mine is a rather handy bug........

 

[qtelcom]

Interesting TomMills, I will try that and see what happens.

Thanks for the explanation, khollady, I figured this was the case, "working as designed" but reading the help file on hunt groups doesn't explain exactly what would happen as clear as you did. Thanks!

 

[Baumann1]

TOMMILLS is exactly right. I do this all the time and it works

 

[TomMills]

My first Star.

MVP list here i come......