I am trying to setup a calling group, x3096, to ring, then overflow to another calling group, x3098, then overflow to voice mail. The timers on both groups are set to 30 secs. The max number of calls is 5. If I call 3096, it will ring, then log the agent out if not answered, and overflow to an agent in the x3098 group. If the agent in the 3098 group is logged in and just lets it ring, it just sits there and rings, doesn't to an auto logout and overflow to voice mail. If no agents are logged in at any group, it just rings forever. If I dial the 3098 group directly, it will overflow to voice mail. This leads me to beleive only one overflow path is possible. Does this sound correct?
Also, how does the que alert work and can it be programmed to show on an agents phone?
Z-Man
I assume that with the terminology you used you are working on a Legend or Magix? It has been a while since I have done this but I do believe that you can route the overflow from one group to the next and then to voice mail. I will dig through my notes but recall that it was a little bit strange on how it worked. As far as the agents yes they can have a Que Warning light on their sets.
Good Luck
Mike
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that would be great if you could find that for me. I need to get this fixed ASAP.
Make sure all the group types are "AUTOLOGOUT" not AutoLogIN. Double check your group types. And then it should log out the agent after 30sec 5 rings and look for another within that group and if none are available it will overflow to the second group after the time-base overflow. If no agents are logged in it will not Queue to the second group. Calls can only overflow once. If an agent is available in the second group but does not answer, it will return to the queue of the first group with higher priority. Even if the second groups overflow is set to somewhere else. Set your number base overflow to "1" if you want the groups to overflow if nobody is available otherwise it will wait that amount of the time-base overflow before it goes.
[This message has been edited by gkar (edited December 01, 2004).]
[This message has been edited by gkar (edited December 01, 2004).]
If you still need VM to pick up. You will have to assign the lines to a phantom station and the first calling-group. Cover the station to VM with a Group-Cover-Delay set to the amount of rings you want to try the Calling-groups for. Set the station as the Principle user and build your VM box for that station.
[This message has been edited by gkar (edited December 01, 2004).]