atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Huntgroup Calls not Queueing

Hi guys,

I've been reading the forum here for a while, and I'm very impressed with the amount of information available. I'm hoping somebody can help me with my current problem.

We have a call center, with about 12-15 agents logged in at any time. Customers dial in via a huntgroup, 2002, which uses a keyset list for it's members.

Customers call in, and hit the huntgroup. Prior to some work I did to modify the timers, the call would just ring endlessly with no announcement. Now, I've got the initial announcement happening as expected, but when the announcement is finished playing it just goes back to ringing instead of a holding pattern of silence.

I've inherited this platform, so my knowledge is limited and I apologise for that. What information can I provide everybody here to help me get to where I need to be. Here's a diagram of what I'm hoping for:

1. Customer calls and an agent answer if they're available.
2. If no agent is available, an announcement thanks the customer for calling and states their call will be answered asap.
3. Following the announcement, the call sits in silence until an agent is available and answers.
4. After overflow timer is reached, the announcement plays again, and returns the caller to silence.

I'm working to find the version information for our phone system and will provide that as soon as it's available. Thanks in advance for any and all help!

In the Digit Translations of the CRA that you created for the Announcement what does it say for Timeout? It should be Hangup.

Also make sure your Audio for Calls Camped onto this Device and Audio for Camped-On Announcement Calls on the Hunt Group itself is set to either Silence or Board. I think the default is Ringback.

Thanks for the reply, I've changed the camp-on settings for the CRA, and for the "Audio for Camped-On Announcement Calls" I only have ringback or Announcement Station. Any ideas?

Also, we're experiencing an issue where calls progressing through this hunt group, 2002, are somehow making their way over to a monitor-only hunt-group, 2001, which is causing a lot of misdirected calls. Any ideas where this might happen? Thanks again for your help!

I hate to liven a 1+ year old post but this never seems to have been solved and I currently am in the same situation of inheriting a platform and not getting queues properly.

Here is how my setup is supposed to work

1) Caller rings in
2) Rings twice
3) no answer, move to main operator (2 rings)
4) no answer move to queue
5) overflow should wait for 60 seconds before sending to voicemail otherwise next free agent picks up.


Here is the current setup once it rings to the huntgroup:

a) I adjusted my timer for the HG so that it only rings twice (8 seconds roughly)

b) added the main operator to the members of the HG second as the next free agent

c) My overflow announcement is set to hangup already

d) Camped device calls is "board"

e) Camped Announcement calls is set to "ringback" as i only have "ring back" our "announcement station" to choose from.

My timer settings on the HG are as follows:
No Answer Advance: 8
Announcement: 18
Overflow: 15
Recall: 60
Wrap Up: 15 (has big red X over it)
Avg. Connect time: 60

I'm sure its just something small I'm missing but I have beat me head against this for hours now with no luck. Any thoughts?

Specifically, what happens to the calls?

Yeah it might have helped if I mentioned that. They just continue to ring at the huntgroup until answered.

Calls will stay in the hunt group until the recall timer expires, then will route to the Recall destination.

What is your Recall destination?

Recall destination is CRA 2500.

Do I need to set this to the overflow station instead?

If I do that, when does a call actually get to voicemail? It seems like it would be in a never-ending loop.

For clarification on annoucement, overflow and recall destinations - go to your hunt group and press F1 for help. It's explained pretty well.

Not sure why this is missing as I typed it in recall destination 2500 is voicemail.

Overflow should be active lines with no place to go should be held in queue.

Recall after the timer expires should be voicemail.

Pretty certain I have this understanding correct. I will try setting it to the queue destination now per recommendation.