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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: scotthahn on September 17, 2019, 10:51:07 AM

Title: MiVoice 250 ACD group intermittent issue
Post by: scotthahn on September 17, 2019, 10:51:07 AM

I have a strange issue with 1 of my 12 hunt groups.

Agents answer a call and after 2-3 seconds the call drops back into the hunt group. Then another call comes in and they can answer it without issue.
This group is the recall group for a primary one and both groups are configured exactly the same except for the recall number.

I have tried all kinds of changes without resolving the issue.

Please help with any suggestions.

Thanks

Title: Re: MiVoice 250 ACD group intermittent issue
Post by: DND ON on September 17, 2019, 12:06:10 PM

It sounds like the hunt group is an announcement or overflow of a different hunt group, not the recall destination.

If that's the case, calls will be pulled back into the original hunt group when an agent becomes available.

Title: Re: MiVoice 250 ACD group intermittent issue
Post by: scotthahn on September 17, 2019, 12:55:32 PM

The group is both the overflow and recall destination for its main group... I'll remove the overflow group from the main as it is an ACD group and not a UCD group... I'll update with results...

Title: Re: MiVoice 250 ACD group intermittent issue
Post by: DND ON on September 17, 2019, 02:29:06 PM

While in hunt group programming, press F1 for help. It clearly explains how things work.

Title: Re: MiVoice 250 ACD group intermittent issue
Post by: acejavelin on September 18, 2019, 08:40:26 PM

Overflow is for RADs basically, not to "overflow" a call to another destination... Use Recall for that.

I would strongly suggest reading about annoucement and overflow in the help as DND ON stated.

Title: Re: MiVoice 250 ACD group intermittent issue
Post by: scotthahn on November 13, 2019, 09:46:03 AM

Thanks for the help..

I removed the overflow group from the hunt group and have not had complaints....  :D :D