VM Pro Auto Attendant gives queue position 1 to all callers 1

[MightyMrMatt]

Have a situation where calls on analog lines to a remote PBX are routed to another PBX with a PRI. The PRI only has 16 licenses, so the lines fill up frequently. When the lines are full, people will call in, get the AA on the remote PBX, but end up getting a queue position of 1. So they can sit on the line for 30 to 45 minutes and are still being told they are at position 1.

Am I right in saying this is an issue with not having enough free lines on the PRI or is this something else?

 

[intrigrant]

It does not meet the KIS principle, so error is evident.

Just curious, which PBX plays the queue message?

 

[MightyMrMatt]

The remote PBX is playing it since it is pointing to the AA shortcut code.

 

[MightyMrMatt]

I would think that even with the PRI lines all in use, the AA could still tell the patient an accurate queue position.

 

[intrigrant]

KIS aka Keep It Simple

My guess is that you made a mistake in configuring the system(s)

What you did not mention : are all systems IP Offices networked with SCN trunks?
If so then just make a distributed group at the site the VM Pro reside and on any site route external calls direct to that group or through a AA that does not matter.
Then set the queue messages for that group and it works.

If not then don't use the group queueing messages ETA and POS

 

[MightyMrMatt]

Yes, they are all networked with SCN trunks.

I didn't think about using a distributed group. Let me set that up and see how that goes.

 

[MightyMrMatt]

Set up the distribution groups. Call the remote PBX line and can watch the call go from remote PBX to PRI PBX and go right into the correct queue. Still getting queue position 1 with 5 other calls already in the queue.

Having just tested it, I am showing that even the PRI lines are not giving the correct queue position. Every call in this queue reports position 1.

Any ideas why it it's not getting the correct info?

 

[janni78]

Synchronize Calls enabled on the Announcement tab of the huntgroup?

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

 

[MightyMrMatt]

Yes.

 

[janni78]

Well, that's your problem.
You not allowed to use that if you're using Queue Position, read the Manager help for that tab.


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

 

[amriddle01]

It's common sense, that setting tells the system to play the same announcement to all callers to save VM channels, so you shouldn't be surprised when they all get the same announcement really

 

[tlpeter]

The other problem is that there are not enough agent's answering the calls.
45 minutes on hold is unacceptable.

BAZINGA!

I'm not insane, my mother had me tested!

 

[MightyMrMatt]

janni78 - Thanks for pointing me in the right direction!

tlpeter - I was not consulted prior to the set up. They basically bought a bunch of stuff and said "Here, make this happen." So, yeah, large shortages in manpower, licenses, phones, etc...