Forward hunt-group calls on no answer?

[ThomasBB]

Hello!

We have two huntgroups that go to the same department (lets call them sales1 and sales2).

This means, that when someone calls the number that matches the huntgroup, the display on the phone shows either sales1 or sales2, so they know which product it's about.

Now, we're really busy these days, and they've requested, that the calls get forwarded to another department, if they don't answer the phone.

This is easily done for users, but I can't seem to find the option for huntgroups.
Can anyone help me?

We're using Avaya IP Office 500 version 4.2(17).

BR
Thomas

 

[DennyHeack]

Set the overflow timer on the hunt groep tab and fill in an overflow group!

Bare in mind that the system's no answer time still applies.

 

[ThomasBB]

So when the System Default No Answer Time is set to 25 seconds, and I set the overflow time to 1 second, that would mean, that after 26 seconds, it'll forward the call to the next huntgroup?

Would the backup group be able to see in their display which group (sales1 or sales2) isn't answering?

 

[amriddle01]

If you set the overflow timer to 1 second it will overflow after 1 second unless the group does not ring collectivly then it changes the way it works and the no answer time comes into play, see below explanation from the docs:

· Overflow Group List
If a call cannot be answered by the extensions shown in the User List, it can be presented to available extensions in the groups listed in this list. Each group is used in turn in order from the top of the list. The call is presented to each overflow group member once, using the Ring Mode of the overflow group. If the call remains unanswered the next overflow group listed is used. If the call remains unanswered at the end of the list of overflow groups, it is presented to available members of the overflowing group again and then to those in its overflow list in a repeating loop.

· If Queuing is off and all members of the hunt group are busy, a call presented to the group will overflow immediately, irrespective of the Overflow Time.

· If Queuing is on and all members of the hunt group are busy, a call presented to the group may queue for up to the Overflow Time before overflowing.

· If the call is currently ringing a hunt group member when the Overflow Time expires, it will complete ringing using the group's No Answer Time before overflowing.

· If no Overflow Time is set, a call will overflow when it has rung each available hunt group member without being answered.

· The groups in the overflow list are only used to expand the set of users available to answer calls. The overflowing call still belongs to the group that is overflowing and uses the settings of that group. For example:

· Calls that overflow use the announcement settings of the group from which they are overflowing.

· Calls that overflow use the Voicemail Answer Time of the original group from which are are overflowing.

· Calls that are overflowing are included in the overflowing group's Queue Length and Calls In Queue Threshold. They are not included in those values for the hunt group to which they overflow.

· The only settings of the groups in the overflow list that are used is the Ring Mode.



ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[ThomasBB]

Hmm, I'm afraid I didn't understand that completely.

The groups are set up to "Collective Call Waiting". What would happen if I set a group in the overflow-list and set the overflow time to 1 second?

 

[amriddle01]

If you can't quite make it out from the docs, set up a test group that is configured in the same way as the live group and then you can play around with the timers and see for yourself how it works, that's usually the best way to do it anyway

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[ThomasBB]

Yeah I suppose you're right

Unfortunately I'm the only IT-guy in the company, so I don't have too much time to fiddle around with this kinda stuff. I'll do some testing though.

Thanks for the tips!

 

[hairlessupportmonkey]

the best way to think about the timers

No Answer timer best applies to users in a sequential or longest idle group. if you want all members to ring and then over flow add up all the users mulitply it by your no answer timer then set the overflow timer to that.

e,.g 5 users (Sequential), 7 second no answer - then set a 35 second overflow timer.

If you have a collective ring, then the no answer timer will take priority - in particular if you have voicemail on the group, otherwise the no answer timer doesnt apply.

e.g 5 members, 15 seconds no answer to voicemail, then if your overflow was also set to 15 seconds, voicemail will kick in after 15 seconds and making the overflow not appear to work.

you need to do a bit of trial and error until you tweak it to the way you want it.

Note: All the rules set on the first target or parent HG will apply to your overflow group, so any changes to VM and timers you make on that will not take effect, and the parents timers will apply only.

(This is my interpretation and understanding of timers, and this has a habit of changing without notice by Avaya from release to release, however, it has been this way since 4.0+ and only a few new features have been added in this time, but the rules haven't changed.)

 

[ThomasBB]

After a bit of fiddling I managed to get it work.

The No Answer time was set to 25 seconds on both sales1 and sales2, which are both Collective Call Waiting.

I added an overflow-group, set the overflow-timer to 10 seconds and tested it. Seemed to work just fine

 

[amriddle01]

It would, as I say it's only non-collective groups that the no answer time effects, glad it's working

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers