Hunt Group Help

[JordanWitthoft]

We have a hunt group that seems to fill up from time to time. If we have many of the people in the group on DND and only have a couple answering the calls it seems we get a lot of dropped calls. When a customer calls in and selects 1 for this hunt group and there is no one available to answer the call gets dropped. It beeps a couple times and drops. Any ideas on settings for this group so the customers do not drop?

Thanks,

 

[amriddle01]

Impossible to say without a lot more details.... numbers of users, lines, type of lines, type of VM, settings of all steps involved etc etc

What do traces show, what testing have you done......

 

[JordanWitthoft]

We have around 15 people in the hunt group. I had 13 people put their phones on DND and then had ten people call in and check to see the results. The system hung up on the majority of the people after they selected 1 for this particular group. Utilizing voicemail pro. I did run a trace during this test and am weeding through it but wanted to get this dialog started as I might have a easy fix to my setup of this particular group as no queing is setup.

 

[amriddle01]

You aren't giving the calls anywhere to go, no queuing, probably insufficient VM channels. Also that setup is crazy, you should never have way more people in DND than answering calls...what's the point?
That setup needs serious revision

 

[IPGuru]

This is Definitively because you do not have call queuing enabled on the group.

A VM AA should never transfer calls to a destination that could be busy.






Do things on the cheap & it will cost you dear

 

[JordanWitthoft]

So here is some more information. Most of the CSRs were in a meeting and had their phones on DND. There is a overflow group that has queuing turned on. So what happened when we had a influx of calls for some reason the customers were getting disconnected even with the overflow and queuing. Hence, the reason for the test.

My proposal to management is to have more people in that hunt group. Is there anything else I could do in this setup or should I change it in anyway?

 

[IPGuru]

the queuing setting is taken from the primary group not the overflow group.

YOU MUST ENABLE QUEUING ON THE MAIN GROUP


Do things on the cheap & it will cost you dear

 

[amriddle01]

Plus that setup doesn't make any sense anyway, no point in relying on everyone individually going into DND when a meeting is on to make it overflow.
Makes more sense to give someone an Out of Service key for that group which they press when they know most are in a meeting, that way it goes straight to the overflow and it follows that group settings directly