Ring time for Hunt Groups

[Onorio]

Hi,

My Hunt-groups are Rotative Type and they have No Answer Time to 10 seconds.
The users have No Answer Time to default and Individual Coverage Time to 10 seconds.
The issue is that a lot of Hunt-Group incoming calls are passed to one available agent, rings only 2 seconds or so and then rings in another agent. I don`t understand how the call only alerts a few seconds to the agent, then take back the call and pass it again to another agent. Shouldn't it wait 10 seconds ringing at the first agent before pass it to another?
I am seeing those times with Cradle to Grave of Chronicall.

Thanks.

 

[teletechman]

watch the call in SSA the time for each ring is between 3 and 4 seconds which would mean 2 or 3 rings. By watching it in SSA you see the time as presented to the ext then the time ringing. 10 seconds usually for me is 2 rings, set it to 12 for 3 rings.
Mike

 

[Onorio]

Xima also show you the event information of calls, step by step, and is showing very short time of ringing, 1, 2, 3 seconds in some calls before to ring in another agent, and I have seen calls ringing (staring close to the agent) in a agent almost without time to answer before is counted as abandon for this agent and pass the same call to another one.
I don't know if there is another parameter to control it that I am missing.
Thanks for the answer.

 

[janni78]

Are you using deskphones?

Do a monitor trace and you'll see what happens...

"Trying is the first step to failure..." - Homer

 

[Onorio]

No, I am using Avaya Communicators.
Yes, I will try with Monitor, but it doesn't happen always and Monitor gives a lot of info per second, so is hard to see, but there is not much chance.
Thanks

 

[janni78]

If you have a lot of softphones you can put the clients IP as a filter in the SIP tab in monitor so you at least only get those to/from one client.

"Trying is the first step to failure..." - Homer