leadacid44
Technical User
Hi folks-
I'm working to set up a queued hunt group for a new inbound support line we will be running. I've got pretty much everything working the way I want, except for what happens when an agent doesn't pick up the call.
This is on an Avaya IP Office running Voicemail Pro in Intuity mode.
I have my test hunt group set up in "Group" mode with two test sets loaded into it. No overflow defined. 15 second no answer and no defined overflow. Queuing limit is set to 5 with the Queuing Ring Time set to 5 seconds.
So what happens is that if all extensions in the hunt group are busy (DND or on a call) then the queuing works as expected (Queued, Still Queued, etc.) and my Voicemail start point workflows are followed. However, if a set is not busy and a call goes into the hunt group, the set will ring, and then the system transfers the call directly to the hunt group's VM "leave" start point, not following the queue start points.
Is there any way to treat an unanswered extension the same as one that is busy? Do I have a setting mis-configured somewhere? In the real world I expect this to happen if an agent had stepped away from their desk and not gone onto DND or not exited the hunt group.
Could I just tie the "Leave" start point to the "Queued" start point with a Goto?
That said, is there a better way to go about this? Essentially I want callers on this support line to be handled elegantly. No ringing, queue position, wait time, etc. It would appear that hunt group queues would solve that issue, except that seemingly only works if every one of my agents does exactly what they should.
I'm working to set up a queued hunt group for a new inbound support line we will be running. I've got pretty much everything working the way I want, except for what happens when an agent doesn't pick up the call.
This is on an Avaya IP Office running Voicemail Pro in Intuity mode.
I have my test hunt group set up in "Group" mode with two test sets loaded into it. No overflow defined. 15 second no answer and no defined overflow. Queuing limit is set to 5 with the Queuing Ring Time set to 5 seconds.
So what happens is that if all extensions in the hunt group are busy (DND or on a call) then the queuing works as expected (Queued, Still Queued, etc.) and my Voicemail start point workflows are followed. However, if a set is not busy and a call goes into the hunt group, the set will ring, and then the system transfers the call directly to the hunt group's VM "leave" start point, not following the queue start points.
Is there any way to treat an unanswered extension the same as one that is busy? Do I have a setting mis-configured somewhere? In the real world I expect this to happen if an agent had stepped away from their desk and not gone onto DND or not exited the hunt group.
Could I just tie the "Leave" start point to the "Queued" start point with a Goto?
That said, is there a better way to go about this? Essentially I want callers on this support line to be handled elegantly. No ringing, queue position, wait time, etc. It would appear that hunt group queues would solve that issue, except that seemingly only works if every one of my agents does exactly what they should.
