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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: AhiTuneup on October 30, 2013, 03:21:14 PM

Title: Missed ACD calls not rolling back into the queue
Post by: AhiTuneup on October 30, 2013, 03:21:14 PM

Here's the gist: Call comes in through an 800 number pointing to a DID, the DID points to a hunt group via system speed call, the hunt group is set to go straight to vm to drop the caller into an auto attendant, the caller chooses option 2 and is dropped into the problematic ACD queue

This is where the problem starts.. if the call goes unanswered by the ACD agent after about 3 rings, instead of rolling to the next agent in the queue, the caller gets sent to the message center which prompts them for a mailbox number.

Any thoughts?

Title: Re: Missed ACD calls not rolling back into the queue
Post by: ralph on October 30, 2013, 03:32:19 PM

Adjust the no answer recall timer in both the VM ports and the trunks.
It's too short.   It needs to be extended beyond the point your RADs answer.

Ralph

Title: Re: Missed ACD calls not rolling back into the queue
Post by: AhiTuneup on October 30, 2013, 04:40:33 PM

That did it, thanks Ralph!  8)