Hunt Group - callers stay in hold music?

[colehatch]

This is on a Definity G3. I have a box office that does ticket sales and out of nowhere calls stop coming into the queue and callers were getting hold music only. This is something that was setup 4 years ago by someone else. What happens is someone calls in, gets the announcement and then it goes to holding music and loops there.

I setup a test environment with a new VDN, vector and hunt group and the same thing is happening. Here's what I have:

Test Configuration:
VDN = 2005
Vector = 61
Hunt Group = 21 (2 phones in hunt group and logged in using 10121)

Vector
1) wait-time 2 sec hearing silence
2) announcement 5110
3) wait-time 5 secs hearing ringback
4) queue-to split 21 pri m
5) wait-time 10 secs hearing music
6) announcement 5101 ("please hold for an attendant")
7) wait-time 10 secs hearing music
8) goto step 12 if unconditional
9) stop


Any suggestions as to why calls are hanging in hold music and the call in not getting to the hunt group numbers?

Thanks!!!

Jeff

 

[YIMMER]

on step 8 change to :goto step 5 if unconditional or step 7 if you don't what then to hear the please hold for an attendant again
Yimmer

 

[colehatch]

Yimmer,

Thanks for the reply. I see what you're saying but that doesn't resolve why calls are staying in queue and never actually routing to an attendant.

Thanks,

Jeff

 

[Tolson]

check the hunt form for the queue length. If you have more calls in queue that the queue length then those calls will never be answered and the customer will hear music until they hang up.

 

[colehatch]

Tolson,

Good thought...however when I setup the test group with my phone and another guys phone I work with in a hunt group we're not on them. That's how I setup my test so I know they aren't in use. I make the call from a cell and it goes right into music and never calls/rings the available agent number. The call acts as if the agents in the hunt group are on calls. Could it be that I'm not logged in??? How do I check that? Is there a way in Definity to view the status of people logged into a hunt group? I looked at the monitor command but it didn't show if the agent was "logged in" or not.

Thanks again!

Jeff

 

[2BAvoice]

list trace the vdn then call in. I suspect you are not getting to this vector

 

[colehatch]

2B,

It does make it to the vector. I tested that out by changing the announcement on 5110 and 5101 in my test envirnment. I hear the 5110 anncounement and then it drops me in the hold music as if all phones are busy.

Thanks for the reply.

Jeff

 

[4merAvaya]

Try 'monitor bcms skill 21' to see if the system knows it has agents available.

Kevin