Hunt Group Overflow

[Demce0501]

Using IPO 9.1.5 and trying to achieve this scenario:

Have hunt group A with two members.
Have hunt group B with the members from group A plus 5 other members.

**If hunt group A doesn't answer within 2 rings, I'd like the call to flow to group B having all 7 phones ring and continue to ring until voicemail picks up in say 45 seconds or so.

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I do not have queuing enabled - I've been playing with every setting I can thing of, with overflow turned on for 6 seconds with group B as the overflow. There's also no answer time for each of the users, which I believe is a factor.

What's actually happening, no matter what I do, is the call will overflow to the group for a certain amount of rings - seemingly the no answer time - then the call with bounce back to group A for a certain number of rings, again I think the no answer time, then back again to the overflow.

Should be an easy one to figure out, yet I can't get it.

 

[amriddle01]

Add Group B into Group A's overflow list several times so it doesn't bounce back and forth

 

[Demce0501]

I'll give that a shot. Other issue is that in order for the over flow to happen in 2 rings, I have to set the no answer time for the fist two users to 6 seconds. The overflow time doesn't seem to matter.

 

[amriddle01]

Overflow is dependant on the no answer time, it needs to be longer than the no answer time for the group, Avaya say it doesn't matter for collective groups .....but it most certainly does

 

[tfisher7us]

The overflow time is only for when you have more than 1 hunt group in the overflow. you need to set the no answer time in hunt group A for how many times you want it to ring that hunt group then overflow to Hunt Group B.

 

[amriddle01]

The overflow time is only for when you have more than 1 hunt group in the overflow

Not true, the system has a quirk/bug where it will overflow from a collective group after the no answer time even with no overflow timer set, however for any other ring type the overflow timer is required regardless of how many overflow groups there are.
The downside to the above quirk is that if all users are busy in the initial group (when collective) it overflows immediately

 

[derfloh]

It waits for the overflow timer and then again waits for the actual ringing user's no answer timeout. Or - I should the help files again - in non collective groups for the last user's no answer timeout.

 

[amriddle01]

If you have a sequential group with 4 members, 10 sec no answer timer and a 30 sec overflow it will not overflow after 30 secs, it will after 40.
Same group as above but with 5 sec no answer the call will overflow after 30 seconds (just after it rings the 2nd person the 2nd time).
Same group as above (5 sec no answer) set to collective will ring all for 30 seconds then overflow.
Same group as above (5 sec no answer) set to collective but with overflow timer off will overflow after 5 secs or immediately if all are busy.

This doesn't really follow what Avaya says and is what I found last time I bothered to test it, back at R7/R8 or something like that

 

[Demce0501]

OK - I see that the overflow timer doesn't seem to play a roll here. Adding the overflow group multiple times seems to be the only way to make this work. Every other scenario has the call bouncing back and forth between groups, after the shortest users no answer time.

 

[amriddle01]

It's not the users no answer timer it looks at, it's the one on the group and so is the same for all members of the group. So it can't be "the shortest users no answer time" at work here. What ring type is the group? what timers?
Play with it as I did above and you'll figure out how it works