Personal Queuing

[PhoneGuy98]

Has anyone tried the new personal queuing / announcements in 4.x.

I did some playing around with them today and do not understand how they are supposed to be setup. From what I understand, announcements should only come on when the phone is busy, but from my testing they come on during ringing, no answer, etc, until finally the no answer time expires and the Voicemail picks up.

It does not appear to queue at all. I ended up having to go back to using huntgroups for personal queues again.

Anyone know a way to make this work similar to hunt group queuing ? I cannot seem to find any option that only plays the announcement on busy.

Thanks in advance

 

[jamie77]

Hunt groups in 4.x play Q'ing msgs on ringing too so they are working as Hunt Groups.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[PhoneGuy98]

I just notice that. Can this be disabled? most people only want queuing on busy and not answered to voicemail.

Thanks,

 

[tlpeter]

Play with the announcement time
Set it higher
If you put in 2 seconds then after 2 seconds the first announcement plays
If you set it to 20 seconds then after 20 seconds the announcement plays


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[IPOfficeIreland]

what you want is call waiting enabled on a user so the call is queued and then will get annoucements. by default if busy rings to voicemail

 

[PhoneGuy98]

Thanks for the responses.

Just to clarify, I am hoping to be able to make my huntgroups work similar to how they did in 3.x

IP Office 3.x Huntgroups / Queuing

- On a ringing call that was not answered it would go through all of the phones and then go to Voicemail.
- On a call where all the members were busy the call was queued until a member became free and then the call was passed to them. Callers were able to sit on the phone all day and wait if they wanted as they knew a person was there to answer the call.

IP Office 4.x

- Ringing calls are now queued and played announcements until VM timer expires.
- Busy calls are now queued and played announcements until VM timer expires.

Issues I have with 4.x
- Ringing calls do not go to voicemail until VM timer expires. Since this needs to be increased so that callers wishing to wait do not get sent to voicemail, callers can wait in queue a long time for a phone that may not get answered.
- Busy calls get sent to VM after VM expiry, for callers who have chosen to wait they may be forced to voicemail without being presented an option to remain in queue.

What I am hoping to achieve is have a similar setup to 3.x in that ringing calls go to voicemail on a certain timer and when the HG is busy the caller has the option to wait all day if they want.

If anyone has some thoughts on how to do this on 4.x I would greatly appreciate it.

Thanks in advance,

 

[IPGuru]

I think this whole problem is down to a lack of "Bums on seats" idealy you want calls to be answred & you now have 2 conflicting requierments when they arent

1, go to VM
2, wait forever

as a solution why not set VVM time to off, but give a breakuot to VM option in the anouncements on VM pro
this will cover both options.

 

[PhoneGuy98]

IP Guru, thanks for the reply

Yes exactly this is my issue and exactly how I have currectly setup. I provide the caller with an option to break out to voicemail every announcement cycle and have increased the timeout to 15 minutes for any others. I have also adjusted the night profile which corrects my issue of people calling in after hours waiting for a ringing phone that will never be answered.

My main problem with the 4.x version of huntgroups is in terms of personal queuing. There is a good chance on a personal queue that there is no one there to answer the phone but the announcement message gives the perception that it may be answered. I was hoping there was a way to work around this. In my opinion Avaya needs to add another VM timer, one for No Answer and One for Busy.

If anyone knows a way to simulate this currently that would be great.

 

[tlpeter]

If some one is not at his phone he should log of the group and if it is on the extension put it on do not disturb


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[PhoneGuy98]

Yes, I agree, but unfortunately clients are not always so agreeable to this. A good amount of our clients love the option to queue people on busy, but I do not think they are going to be so thrilled about it queuing on ringing though.

Hard to say, was hoping for a no answer option.

Thanks for the responses