'No Answer' entries not consistent with 'No Answer Time' settings 2

[Ihaditbutitsgone]

Hello All,

I currently have a CCR huntgroup set up which overflows to another if there are no Agents available. I have the 'No Answer' time set to 12 Seconds on both of these.
When i run the reports for all lost calls, I trace them and have noticed a few where the 'No Answer' time is not consistent with the 12 Second setting - an example of the queue time is... 00:00:39 - 00:00:44 - 00:00:48 - 00:01:00. Obviously this should be represented as 00:00:39 - 00:00:51 - 00:01:03 etc...
How can this be? Does the Agent have an option on their phone to ignore the call once it has routed through to them?

Thank you in advance

IP Manager 10.0 (16)
Avaya 5410
Customer Call Reporter 8.0

 

[amriddle01]

Pressing the Drop button will push the call onto the next person in a group

 

[Ihaditbutitsgone]

Hi amriddle01!

There is no 'Drop' button on the phones for the Agents, could this be called something else? Could DND do this?

 

[amriddle01]

There is, just above the Redial button

 

[kholladay]

What is your overflow time?

The Overflow time must be an increment of the No Answer time, for example if No Answer is 12 then Overflow must be 12, 24, 36, 48 etc. However if the No Answer was 12 but overflow was 10 the phone would ring for 12 seconds before overflowing not 10. Or, if the No Answer was 12 but the overflow was 15 the phone would ring for 24 seconds before overflowing not 15 (12x2=24). That is because once a group has begun to ring the No Answer timer must elapse before the Overflow timer is assessed and as such the Overflow timers must be less than, equal to or an increment of the No Answer timer.

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Ihaditbutitsgone]

The Overflow time for the groups is 30 seconds.... The only thing I am confused about is that the values of 00:00:39 - 00:00:44 - 00:00:48 were in the same huntgroup - do you think the most likely incident here is that the users were selecting 'Drop'? Can I disable this Drop option as i dont really want to give the users that option...?

Thanking you