Agent Rolling Calls And Not Following Hold Time

[apope]

Mitel 5000. Call Processing Version 6.2.3.55 with Database Programming Version 6.2.3.53

We have one particular agent that is a part of multiple hunt groups that randomly will not follow the answer timer. His phone will ring twice, then roll the call to another agent without giving him the same chance to answer the call that everyone else gets.
In System>Timers and Limits our "Forward No Answer" is set to 13 seconds, which I believe is roughly 4-5 rings. It appears to not do this every time though, only sometimes. He reported the rolling calls 5 times yesterday out of his 20-30 calls. When this error occurs, it seems to always ring only twice before throwing the call back in the queue.

Thoughts?

[Tech Electronics]

apope,

You are looking at the wrong timer.

Whether this is a UCD or ACD Hunt Group all of the timers that would effect the call are within the Hunt Groups Timers.

No Answer Advance - is the amount of time it will ring a station before moving on to the next one; up to the Recall timer.

Announcement - is the amount of time a call will be queued prior to going to the Announcement location; it only happens once and is usually for a RAD.

Overflow - is similar to the Announcement Timer, but it will repeat itself and will always add the additional time of the Announcement, if there is one, before it plays the first time; this is also usually for a RAD.

Recall - is the amount of time a call will be queued before it exits the Hunt Group without coming back.

Thanks,

TE

[apope]

Good to know!

So this particular agent is in two hunt groups. Both groups have the same timer settings, which is:

No Answer Advance- 20
Announcement- 1 (But this is not activated. It was set to "NONE")
Overflow- 255 (But this is not activated. It was set to "NONE")
Recall- 2700
Wrap-up- 30
Average Connect Time Per Call- 90

Any other thoughts to why I would pull his call back into the hunt group after 2 rings?

[Tech Electronics]

apope,

How many agents are getting offered the call prior to this agent getting offered the call?

What happens to the caller that gets pulled away?

Thanks,

TE