Hunt Group Bug

[danisrael]

Running IP Office (9.0.200.860) and having an issue with Hunt Groups:

According to the manual:
“If Queuing is on but there are no members logged in or enabled, calls can be set to overflow immediately by setting the Overflow Immediate setting to No Active Members. Otherwise calls will queue until the Overflow Time expires.”

I can only get this to work if I set the “OVERFLOW TIME” to Off. With any other value, the Hunt Group waits until the Overflow time expires, regardless of the “Immediate Overflow” setting.

For example:
-Huntgroup 201 overflows to 200
-Overflow Time on 201 is set to 5 minutes.
-Immediate Overflow option on 201 is set to “No Active Agents”
-All Group 201's agents are logged out.
-When a call presents to the Hunt Group 201, it will queue for 5 minutes before overflowing 201.

I believe this worked in previous versions. Can anyone confirm this IS or IS NOT working properly?

 

[danisrael]

Rebooting the IPO seemed to fix some of this issue. Though there is still something hinky about the way the system handles the last user in a Hunt Group (or Hunt Groups with only 1 user in them). "Auto-Logout" will not process on the last user in a hunt group, until the queue is exhausted.

So, if you have the HG set to ROTARY or SEQ, after the NO-ANSWER time is exhausted on a user as it parses the list, the system logs the user out (provided the combination of settings are correct on the group/user). This works as described until the last enabled user is reached - at which point the system simply rings that extension until the VOICEMAIL ANSWER TIME is reached for the HG. Unfortunately, the failure to logout the last extension, causes the setting "OVERFLOW IMMEDIATE" to never be reached (unless all users manually logout).

If anyone has any ideas on a work around...I'd appreciate it.

 

[Signo]

Did you find a workaround for this, I am having the same issue on a new install. The system will not overflow immediately when "Overflow Immediate" is set to no active agents which is a problem when I have site B covering site A.

I am on the same release with combo cards and analog trunks.

Thanks

 

[danisrael]

Signo, yes & no. Unfortunately, the behavior is inconsistent. Even the output from Monitor is different under the exact same scenarios. Since a programmer of code would tell us that's impossible, somewhere, some system variable must be affecting it as well. This is why I would suspect rebooting it fixes it for a while.

The only slight work around I've been able to use is to put a dummy user as the last name in the Hunt Group, and disable it. It also works more consistently if there is no cross contamination of users or groups. Meaning User 1, isn't in both the originating group and the overflow group.

Sorry can't be more help right now. Still trying to get to the bottom of it.

FYI - And I realize you may know this, but for the sake of helping someone down the road: A last point of clarification is that the OVERFLOW IMMEDIATE function is when no "ACTIVE" agents are available. Busy agents don't cause an overflow immediately...even when they are all busy. That occurs when the Overflow Time is exhausted. If you want that condition, set the OVERFLOW TIME to 0 (OFF).