Nortel CICS

[temxs]

Hello all !​

We took over a contract that has older phone systems and we are having an issue with a hunt group setting.

We had a hunt group ring 10 times and then go to voicemail. We tryed to help with reducing rings to 4 and if no answer forward to other extensions. It has now broken to 4 rings and voicemail.

Is there any tips to give us to fix this issue where the IVR goes on, press 1 to go to hunt group 1, if hunt group 1 doesn't answer within 4 rings forward to maybe hunt group 2 or the 2 extensions we aim for.

I hope the scenario is not too scrambled. Help us if you can.

Thank you !

 

[curlycord]

IVR = Interactive Voice Response
This is where you can answer questions verbally
If you actually have that hooked up to the CICS then how is it connected?

If you meant to say CCR in the Norstar Voicemail system then that would be the Auto Attendant with CCR.

Hunt Groups are designed to go to sets then a mailbox if desired.
Typical: AA would answer all calls where people then select their choice from the CCR which then rings a set or a hunt group or info mailbox etc then finally ends up in the mailbox on a no answer.

Note with HGs you can set Overflow to the voicemail systems DN so the call will end up in the general mailbox, choose the amount of seconds.

HG's ignores a sets Forward No Answer setting.

Maybe as you suggested you should have phones ring first (lines Appear & Ring) then have AA as the backup where they can then make a choice.
AA answers at 4 rings
Sets that have lines assigned to ring - Forward No Answer should have the same ring count or greater to avoid conflict so inbound calls do not end up in the users mailbox.
Example:
Ring a set/sets
AA answers at 4 rings
Somebody then chooses 1 (Path 1 from CCR which points to HG1's DN) for customer service
Cust Service sets are in a Hunt Group
No answer goes into the General Mail box by default, unless you create a mailbox with the same DN as the HG.

Or just have AA answer first (remove ringing from sets in this case (appear only)

Maybe that helps somewhat.



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