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
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