Messages

1

MiVoice Office 250/Mitel 5000 / Re: ACD Hunt groups and DND

« on: April 12, 2019, 03:08:57 PM »

Ah, easy peasy. Thank you.

2

MiVoice Office 250/Mitel 5000 / ACD Hunt groups and DND

« on: April 12, 2019, 11:00:41 AM »

The past few days i've started getting a lot of notices from users in a 2 tiered hunt group setup that they're going into DND after missing a call. I've never heard this complaint before, but upon looking into it am i correct in that if a member of a hunt group misses a call right before it gets 'recalled' to another destination (tier 2 in the HG) that rep goes into DND? And if this is the case, is there a way to turn this off?

3

MiVoice Office 250/Mitel 5000 / Re: Hunt groups delivering busy message when called

« on: February 22, 2019, 11:12:10 AM »

The wrap up timer for the hunt group is 10 seconds which is short enough where it shouldn't be causing this issue. Could throw the ACD Agent wrap-up terminate code on some phones in the hunt group and have them push it right after they got off a call and see if that affects anything, but i doubt it.

4

MiVoice Office 250/Mitel 5000 / Re: Hunt groups delivering busy message when called

« on: February 21, 2019, 04:27:37 PM »

Yes, this does happen when they're logged in to the hunt group. I verified this by the method you listed as well as the message that pops up on their phones when they log in (saying they're already logged into the hunt group)

5

MiVoice Office 250/Mitel 5000 / Hunt groups delivering busy message when called

« on: February 21, 2019, 02:32:19 PM »

Over the past few weeks periodically hunt groups will enter a state where they are constantly "busy". None of the phones in the hunt group are busy and their extension can be dialed fine, but dialing the hunt group extension results in the message "HuntGroupName is busy" being displayed on the screen. I was able to fix this by removing and recreating the hunt group and re-adding the acd agent ID's.

This has happened to two relatively small hunt groups which were easy to recreate, but is now happening to a Customer Service hunt group that receives external calls that is MUCH larger and organized that would be significantly harder to recreate. Customers being routed there are getting busy signals or being dropped the second the rep picks up the phone. Has anyone seen this before or have an idea of what would be causing it. No changes have been made to these hunt groups for months and as previously mentioned the extensions of individuals within those hunt groups themselves are perfectly reachable, and all phones are properly logged into the hunt group.

We are using a mix of 5320e's and 5340e's here.