Phones cannot answer hunt group calls

[david.moore.83]

When calling the hunt group, all 3 phones (Mitel 8528) ring. Upon lifting the handset, the phone displays the call duration time 0:00 then 0:01 but never gets to 0:02. It insteads ask for an extension. And the phones continue to ring, as if the call was never answered at all. This behavior is only exhibited when a call comes from the main hunt group number(xxx-xxx-xxxx). The phones can successfully answer a hunt group call from the hunt group extension(2001) and their individual extension.

This behavior just started today. It never acted this way before. The only change was a power outage that occurred this weekend and the phone system needed rebooted this morning.

Any help would be much appreciated.

[DND ON]

Is this an ACD or UCD hunt group?

[Tech Electronics]

david.moore.83,

I could be wrong, but it sounds as though that Hunt Group is an ACD Hunt Group and they have been logged out. Try this the next time it happens.

Dial 4+HG#, example: 42000 for HG 2000, and see if they retrieve the call. If they do then just log them back into the Hunt Group. You can also go to the Hunt Group and see if the ACD flag is checked.

System > Devices and Feature Codes > Hunt Groups > HG # > ACD Hunt Group: Yes

Thanks,

TE

[david.moore.83]

Is this an ACD or UCD hunt group?

It is an UCD Hunt Group. Attached is the hunt group settings.

david.moore.83,

I could be wrong, but it sounds as though that Hunt Group is an ACD Hunt Group and they have been logged out. Try this the next time it happens.

Dial 4+HG#, example: 42000 for HG 2000, and see if they retrieve the call. If they do then just log them back into the Hunt Group. You can also go to the Hunt Group and see if the ACD flag is checked.

System > Devices and Feature Codes > Hunt Groups > HG # > ACD Hunt Group: Yes

Thanks,

TE

Upon pressing 4, It gives me the option to reverse call transfer and dialing the extension afterwards outputs "No call to reverse transfer"

Also, I am by no means a phone guy.

[DND ON]

Also, I am by no means a phone guy.

Then your first call should be to your vendor.

[david.moore.83]

Also, I am by no means a phone guy.

Then your first call should be to your vendor.

Our vendor charges us out the ass so I'm trying to avoid that.

[Tech Electronics]

david.moore.83,

Did you verify that your users are logged into the Hunt Group having problems?

Also can you send us how the Hunt Group is configured?

Announcement:
Overflow:
Recall:

Group Call Pick-up: This should be X out

Return ACD Calls to Hunt Group:
Send Camp-On Notifications to Members in DND:
Use ACD Agent IDs:

Timers:
No Answer Advance:
Announcement:
Overflow:
Recall:
Wrap-up:

Thanks,

TE

[david.moore.83]

From my understanding, since this is a UCD, they don't need to be logged in. Using 326 feature code to log in returns the message "cannot access reserved feature".

Not sure if you can see the attachment from my previous post that has a screenshot of the settings but here they are:

Announcement: NONE
Overflow: NONE
Recall: 2506

Group Call Pick-up: It is not X'ed out, just says no.

Return ACD Calls to Hunt Group: No
Send Camp-On Notifications to Members in DND: No
Use ACD Agent IDs: No

Timers:
No Answer Advance: 18 seconds
Announcement: 18
Overflow: 72
Recall: 30
Wrap-up: 15 (This is X'ed out)
Average Connect time per call: 60

[Tech Electronics]

david.moore.83,

I'm sorry for some reason I had it in my head it was an ACD HG; my bad.

Anyway, get into programming and go here.

System > Phone Related Information > Flags > Hunt Group - Remove

Are any of your users in this?

If not then the only thing I can think of is that the calls are Recalling out to 2506 so you can temporarily remove that from the Recall field and then do a test call.

Otherwise try resetting the system and if that doesn't work then delete and recreate the Hunt Group. The only problem you may with deleting and recreating is making sure it is put back in on Call Routing Tables and Call Routing Announcements and anything else that would be referencing it.

Thanks,

TE

[DND ON]

Also, I am by no means a phone guy.

Then your first call should be to your vendor.

Our vendor charges us out the ass so I'm trying to avoid that.

And after two days your phones still aren't ringing.

Sorry if I don't seem sympathetic, but I just spent the better part of a day rebuilding an MDF that hackers worked on so they wouldn't have to pay a real phone guy. Random pairs ripped off the OSP cable, wire nuts on CAT3, RJ31X wired backwards, etc.

There's a reason why qualified personnel come with a price tag.