My huntgroups are not overflowing correctly. We are running an IP403 with IP Office and VM Pro. They worked perfectly fine until after this past weekend when we upgraded from 2.1(35) to 3.0 and then to 3.1(48)and also upgraded VM Pro to 3.0(19).
Our call flow should go as follows: The AA answers all calls. Callers choose 1 for sales or 2 for customer service. When they choose either option, the appropriate huntgroup is dialed and if no agent is immediately available, they are queued for 40 seconds and then they should overflow to the first huntgroup in the overflow group.
Using CallStatus, we are seeing calls go into queueing just fine, but when the call length reaches 22 secs, the call length time is reset to 0 and begins counting up to 22 again, then resets to 0 again, etc, etc. The call never gets overflowed and just sits in the queue until an agent becomes available. This goes on and on way past the allocated 40 second overflow time.
Please help. Any suggestions?
Here is some info on the huntgroups:
-Allocated Answer Interval = 15
-Overflow time= 40
-Hunt type = most idle
-There are extensions in the extension list and there are two huntgroups in the overflow list.
-Voicemail = On
-Fallback = In Service
-Queueing limit = 6
-Queueing ring = 2
Thanks!
Ben F
Our call flow should go as follows: The AA answers all calls. Callers choose 1 for sales or 2 for customer service. When they choose either option, the appropriate huntgroup is dialed and if no agent is immediately available, they are queued for 40 seconds and then they should overflow to the first huntgroup in the overflow group.
Using CallStatus, we are seeing calls go into queueing just fine, but when the call length reaches 22 secs, the call length time is reset to 0 and begins counting up to 22 again, then resets to 0 again, etc, etc. The call never gets overflowed and just sits in the queue until an agent becomes available. This goes on and on way past the allocated 40 second overflow time.
Please help. Any suggestions?
Here is some info on the huntgroups:
-Allocated Answer Interval = 15
-Overflow time= 40
-Hunt type = most idle
-There are extensions in the extension list and there are two huntgroups in the overflow list.
-Voicemail = On
-Fallback = In Service
-Queueing limit = 6
-Queueing ring = 2
Thanks!
Ben F