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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: cholzhauer on June 28, 2016, 08:18:07 AM

Title: Calls ringing in while on hold
Post by: cholzhauer on June 28, 2016, 08:18:07 AM

I had a user complain yesterday that their phone would still ring in with a hunt group call when they had another call on hold.  This seems like normal behavior to me, but I told her I'd ask to see if that was a behavior that could be controlled.

So, is it possible to tell the system  NOT to ring a phone while another call is parked on hold?  The user was signed into a hunt group call and the call that came in was from the same hunt group.

Title: Re: Calls ringing in while on hold
Post by: DND ON on June 28, 2016, 08:44:10 AM

There is a system flag, Wrap Up Mode for Holding ACD Calls.

Title: Re: Calls ringing in while on hold
Post by: cholzhauer on June 28, 2016, 12:50:54 PM

It's set to "yes" now...should it be set to no?

EDIT: Answering my own question, this page says "yes" is the value I'm looking for, but it's already set that way.

http://www.manualsdir.com/manuals/128132/inter-tel-axxess.html?page=159

Title: Re: Calls ringing in while on hold
Post by: Tech Electronics on June 28, 2016, 02:41:21 PM

Cholzhauer,

The wrap-up timer is typically set for 15 seconds so after that time the agent will get another call offered to them. You could set it out to its maximum setting which is 65535 seconds or 18 hours or so.

Thanks,

TE

Title: Re: Calls ringing in while on hold
Post by: DND ON on June 28, 2016, 03:12:04 PM

Just to confirm, it's an ACD hunt group and not UCD?

The Wrap Up timer has no effect on this flag.

Title: Re: Calls ringing in while on hold
Post by: cholzhauer on June 28, 2016, 03:27:07 PM

It's ACD

Title: Re: Calls ringing in while on hold
Post by: dwayneg on June 28, 2016, 04:51:59 PM

Could it be that what you're hearing is not ringing but HUNT GROUP CAMP ON AUDIO INDICATIONS?  Once a group is saturated (all agents are busy, logged out or otherwise unavailable any additional calls the queue will alert all user with a ring sound and display will say "X calls waiting for <group name>.  That will repeat as scheduled in the system timers.  Easy check: see if it happens when at least one agent is still available.  If this is the problem there's an individual station flag that controls it.