Overflow issue

[Zero6]

Hi all,

I having an issue with an overflow I created.
I created a huntgroup main group number 300 with extension 100 in it for incoming calls and a select overflow to group number 301 with ext 121,122,123 collective call waiting.
the main time is 19 seconds and for overflow is 14 seconds.
But it is not working, do i need to add something else?

Thank you in advance

 

[sizbut]

What's not working, the actual use of overflow or the timing of its use?

Stuck in a never ending cycle of file copying.

 

[Zero6]

The actual use of the overflow, when a call comes in and no one answers, it doesn't go to the overflow group

 

[sizbut]

Where does it go? Does it just keep ringing? Does it go to voicemail? Why is this like drawing teeth?

Stuck in a never ending cycle of file copying.

 

[snowman50]

 

[sizbut]

Yes, painful day. MBTC got idiot of the day award, though makemetrend made a very good bid for it.

Sorry Zero6, but the more you tells us up front in one go rather than 100 questions back and forth, the less we're having to guess at things and the more likely our answers will actually be useful.

Stuck in a never ending cycle of file copying.

 

[Zero6]

Hi guys,

I have added more information, hope this is better

Company receives Incoming call, there is no voicemail being used.
Caller hears AA greeting with option menu, to enter either extension if known or press 0 for operator.
When 0 is pressed, the call will go to hunt-group 300(no voice mail) where the operator extension is 100

Ring duration is 19 seconds

Hunt-group INC2 has extension number 301 with the user extensions 121,122,123 in the hunt-group
Hunt-group 301 is added in the overflow of hunt-group 300 (no voicemail used) with 14 seconds

If receptionist doesn't pick the call, the call should go to hunt-group 301 where ext 121,122,123 will ring at the same time (collective call
waiting)

What is happening is that the incoming call keeps ringing at the receptionist only after pressing 0 in the AA, even when the 19 seconds have passed and
will not use the overflow to go the hunt hunt-group 301.

This is where I am stuck

 

[snowman50]

That’s good info

Firstly ring 301 and make sure it does ring.
It could be in night service or OOS by accident.

Set the no answer timer to 19 seconds.
Remove the overflow timer and set to off.

When the call comes in it should ring for 19 sec then overflow to 301.

Be aware the call will ring for 19 sec before going back to 300.

If you want it to continue ringing 301 just add 301 again to the overflow.

Overflow
301
301
301

This creates a loop every 19 seconds.

 

[critchey]

Remove the overflow timer and set to off.

It actually depends on if your main group has queue'ing on or not. If queue'ing is on you want to use the overflow timer. You should have the overflow timer and the no answer time set to the time so in this case both should be 19. If you turned queue'ing off in the original group then what snowman50 suggested would be correct.

Overflow Time
"For a group using queuing, the Overflow Time sets how long a call queues before being presented to available agents in the group's Overflow Group List. Note that if the call is currently ringing an agent when the timer expires, it will complete ringing for the group's No Answer Time before overflowing."

The truth is just an excuse for lack of imagination.