Customer has a MICS 4.1 with NAM VM using the CCR trees.
I have a customer who uses the VM CCR to answer the incoming lines. The caller selection routes the call to the correct hunt group. All works well to this point.
The customer has a small call centre, with the first choice (DN) in the hunt group being the prime person for the selected service. If the call is unanswered in two rings it bounces to the second then third choice which are the primes for other hunt groups. They back each other up, three DNs in each of three hunt groups. Everyone is member of each group. After 30 seconds the call overflows to the mailbox. This works very well and the customer has been very pleased with the results.
Every so often the first member of the first hunt group (707) gets left out of the calling rotation, each call goes to the second DN in the hunt group first. There has been no problems with the other three hunt groups. The problem will start after three weeks or three days. To correct the problem to date I have removed the extension from the hunt group and then restored the DN to the hunt group and all is well again.
They use the DND feature when away from the desk to force the call to the next person in the rotation. The set is not on DND when this problem occurs.
I am thinking it simply a software bug and have trained the customer on the procedure as it all falls within admin programming. This is not a satisfactory solution. I first would like to know if others have had this problem and if there was a cure. I thought I would program another hunt group and repoint the CCR tree to see if the problem follows the extension.
Thanks for the help.
Rob
I have a customer who uses the VM CCR to answer the incoming lines. The caller selection routes the call to the correct hunt group. All works well to this point.
The customer has a small call centre, with the first choice (DN) in the hunt group being the prime person for the selected service. If the call is unanswered in two rings it bounces to the second then third choice which are the primes for other hunt groups. They back each other up, three DNs in each of three hunt groups. Everyone is member of each group. After 30 seconds the call overflows to the mailbox. This works very well and the customer has been very pleased with the results.
Every so often the first member of the first hunt group (707) gets left out of the calling rotation, each call goes to the second DN in the hunt group first. There has been no problems with the other three hunt groups. The problem will start after three weeks or three days. To correct the problem to date I have removed the extension from the hunt group and then restored the DN to the hunt group and all is well again.
They use the DND feature when away from the desk to force the call to the next person in the rotation. The set is not on DND when this problem occurs.
I am thinking it simply a software bug and have trained the customer on the procedure as it all falls within admin programming. This is not a satisfactory solution. I first would like to know if others have had this problem and if there was a cure. I thought I would program another hunt group and repoint the CCR tree to see if the problem follows the extension.
Thanks for the help.
Rob
