Transfer return time vs. VM vs. Hunt Groups: Who has priority?

[bigblock454]

Hi All, now that I have "solved" the problem I had with HGs and rotation, I appear to have created a new problem in the process. When a call comes in and is answered, then forwarded to an individual extension, NOT an HG, we want it to ring the requested ext. and return to the originating phone if the call wasn't answered, and then try the transfer again. If the call isn't answered the second time, it again comes back to the originating phone, etc.

However, because of the issue with the HGs (thread

http://www.tek-tips.com/viewthread.cfm?qid=1444675&page=1

)
regular non-HG calls no longer return to the originating phone, but simply go to VM if the called party doesn't answer.

Is this a situation where I can have one or the other, but not both? If I set my transfer return too low, the HG rotation doesn't work the way we need it to. BUT if I keep that high setting (48) the calls that are NOT going to the HGs ring 5 times at the called phone and never return to the originating phone. Argghhh!!

 

[bigblock454]

Oh yeah, about the priority part of the topic, is there a priority given to any specific time setting? I.e do 5420 rules have more priority than 5410s? Do HG timers override phone timers or vice versa?

 

[tlpeter]

user settings go above user right (shortcodes)
user right are above system settings


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!

 

[bigblock454]

Hi tlpeter, ok, just so I'm 100% certain, user rights override system defaults if set either indiviually in users or as a group in the user rights section

AND

I admit you lost me on the first one. Where do shortcodes factor in on this?

Thanks, Dawn

 

[tlpeter]

Shortcodes as example

in this order it has the higest level

line shortcodes
user shortcodes
user right shortcodes
system shortcodes

With times it can be different

If set in user rights it is rock solid
Then you can not change it at the user
But it will override the system timers

If you copy the user rights to the user you can change the timers because it is not locked (by user rights)

Do you get it ?


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!

 

[bigblock454]

tlpeter, I think I do, thanks. So in this case it IS a matter of I can have one or the other, but I can't have both Would you agree?

 

[tlpeter]

Sorry i am to tyred to read it all
So i don't know realy


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!

 

[bigblock454]

tlpeter, that's ok, I'm pretty sure that I can't have my cake and eat it too <g>. Thanks for the priority info though!

 

[sizbut]

Unfortunately timer priorities are not as simply summarizable as dialing short code priorities.

I can sympathize with your problem. Having lengthened the receptionists transfer return to keep transfers in a hunt group for a bit longer, on transfers to users it exceeds the users no answer time and so user voicemail cuts in before the transfer return.

[The big shame is that IP Office doesn't have a rule that is a user has transfer return set it should use that and override any voicemail of the transfer destination. Especially there are ways to give a receptionist transfer to voicemail functions if that is what the caller wants]

I'll state a few rules as I see them for 4.0+.

0) For calls to a hunt group, the hunt group no answer time overrides the user no answer time of the hunt group members.

1) Transfer return, if set, happens when it expires, even if mid ring.

2) Hunt group voicemail time happens when it expires, even if mid ring.

3) Overflow time, if set, continue ringing at the current hunt group member until the hunt group no answer time also expires before it actually overlows.


How to solve your problem. With timers, its test and play. Get a pad of paper and plot scenarios. Or play hardball and turn off the transfer return time, ie. let the receptionist say "transferred, job done, next call". If you have voicemail pro, then for the sales hunt group a cusomised call flow can redirect calls back to the receptionist if they don't want messages.

 

[bigblock454]

sizbut, thanks! You have just described exactly the problem I have. We have decided to allow a high transfer return time and a high no answer time for individuals, and a low no answer time for HGs. This may upset a few people at first, but they'll get used to it. The most important thing was getting the sales HGs to work correctly, and that was a trial and error thing with the timers, driving everyone in my test HG crazy while I walked around listening to how many rings each phone had before going to the next etc. They're glad I'm finally back at my desk <g>!

 

[Escorthosis]

bigblock454 (previously dawn??)
I thought your users where already going mad about the disconnections? I followed that thread until you had to change personality on TT.
Did that disconnecting issue get resolved?

 

[bigblock454]

Escorthosis! Yeah, it's Dawn. Still don't know why I ended up kicked out (I have my suspicions). And no, the disconnect issue has still not been resolved. We are in the off-season here, so it's not really noticed much, but I fully expect it to come roaring back come spring. Unfortunately, I reached the absolute end of my abilities, knowledge, and patience with it, and as far as I'm concerned, the ball is back in the vendor court. I have told my boss as much, but here we are 2 months from March and I still haven't seen any thing to indicate that they are working on it. I believe that we should have Avaya do the network analysis, despit the fact that it would be post install!