Hunt Group Timer

[rdpayne]

We have a customer on a 3300ICP. They have a set of users who will all answer the same multiline appearance on their phones. Currently, callers call in, get to an acd, then there is an interflow digit they can press to get to a second group. This "overflow" group is simply a hunt group with two multicall keys as members, and callers hear the embedded music source. The customers want to have people holding in this hunt group while the phones ring as long as it take to answer - 10 maybe 20minutes if need be. I've got this set up to route this way, but the calls keep reverting back to the primary autoattendant after 40 seconds, as if they are following a call forward no answer path. I've reviewed the COS for the hunt group and extended all timers out to the max, reviewed the multicall lines and since they are not a true set, no cos to assign there. The ring timer for the sets are all set to max (as per the customer's request.)

Where could i be missing this timer? How can I get a call that hits a hunt group to stay there longer than a few minutes? Thanks.

Robert Payne

 

[paterson]

I'm not too strong on ACD, but I'm pretty sure that the caller will be in BOTH queues after pressing the interdigit timer. If that is the case, then check on the first queue path. There would be an overflow timer and destination. Maybe that is programmed to the AutoAttendant.

If that doesn't work, hopefully someone will more experience can help.

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[paterson]

Just looked at the post again and I notice that you said that there is a hunt group with members that appear on the sets. Is there a Call Re-Route entry for either the hunt group DN or the hunt group members? Does that value point to your VM? I would change that so the call will never go to VM. The call forward timer can only be 0-125 seconds, so that is no where close to the 10-20 minutes you mention.

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[kwbMitel]

I am wondering if the Voicemail is answering the calls as the first point of contact before being transfered to the ACD Queue.

This would explain the recall to voicemail.

you need to adjust the campon timer for the COS of the trunks (Max 180 Seconds)


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[rdpayne]

I've reviewed the cos for the trunks, the hunt group, the rad group that answers for the ACD, adjusted the timers for campon, no answer timer, call forward no answer, ring timer, and nothing changes the 40 second reroute when I time it. rp

 

[paterson]

I think you will have to provide exact call flow details. What number are callers ringing. How the Mitel handles the call as soon as received... Blah, Blah, Blah.

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