Hunt group busy - how to forward?

[rsrsrs]

We have two hunt groups. The first is set to overflow if busy to a second group. Its Q timeout is set to 15 seconds. If both extensions in the first hunt group are busy, the call is not forwarded to the second hunt group until after the 15 seconds - which defeats our external answering service. Can anybody suggest anything?
The essential idea is the first hunt group is sequential for the two people who should answer the calls - but if they're both busy, the second group is used to broadcast everywhere. I don't want to put a "forward on busy" on the second extension as this affects direct calls to that extension...
Compact plus, version is 30NwI05 GP9

 

[curlycord]

You must change the IF BUSY forwarded to 2nd hunt group and not the QUE then hunt group 02 will get the calls.
You say external vmail? how many rings is it set to answer the call?

http://www.spoctel.com

 

[rsrsrs]

For the first hunt group, the options are set like this:
If Busy:Overflow
Q Timeout:15
Overflowthe second hunt group)
I thought this should work, and it sounds as though you aren't disagreeing... My only thought is that something else is wrong - but I can't think what. Could it be a software issue?
The external vmail is set to answer after 5 rings I believe, which is why we even see the problem (if both extensions in the first group are busy nobody even gets to see another incoming call!) Unfortunately I can't change that...

 

[curlycord]

The Que timeout should only take place if Busy is told to go to the Que but you say it goes to Overflow, in that case it should work.
Do you have a Huntgroup key on the sets?

http://www.spoctel.com

 

[rsrsrs]

Just checked that, and yes. The calls seem to appear there... Both extensions are set "appr&ring" for the hunt group.
Not all the other sets have line indicators, but the second hunt group is on the others that can have it. Calls just don't get to it.
Something slightly odd - I just looked at the metrics for the first hunt group, and it claims the average Q time is 0 secs. Exactly what I would expect, except that calls don't get through to the second hunt group until after 15 seconds.

 

[curlycord]

Easier for me to start from scratch.

1. Get rid of all lines under line access in config.
2. Setup hunt group 01 with members required
3. Have HG01 as appear and ring and those members.
4. Set each line as Assigned
5. Busy=Overflow, Overflow= HG02
6. Que 15

Setup HG02 now but do not have lines as Assigned

Number 1. could be what your problem is and everyone seems to have the same problem and that is lines are assigned to that set, make sure they have a couple Intercom keys and the HG key but no lines.

http://www.spoctel.com

 

[rsrsrs]

I must admit I wasn't entirely sure about number 1, but I assumed you are referring to the Line Assignment for the extensions. I set the lines for all extensions to unassigned instead of Appr&Ring. Everything else was already set as suggested - I reassigned the lines to the hunt group as I'd removed them at some point yesterday... Unfortunately the problem remains exactly the same.
Could it be anything to do with how the calls get into the hunt group in the first place, maybe? Since the hunt group can't be set as the primary extension for a line, calls are routed into the hunt group from the primary extension via the "forward on busy" and "forward no answer" options of that extension.