Branch ACD not going into the recall destination

[dan231]

Not sure what happened, but I have an ACD in a branch location.
2 members, recall destination is one of the members so it goes into voicemail.

Now it rings and rings and never goes back into the recall destination.  I've even changed the recall to point somewhere else so I don't think the problem is the recall destination.  Possibly something with the ACD group in general?

[Tech Electronics]

dan231,

Have you looked at the Recall timer to see what it is set for?

Also are you sure that you are working with the correct Hunt Group?

Thanks,

TE

[dan231]

yep.  60 sec and I am in the right group

[dwayneg]

Are you using queue announcements or overflow?  And if you are, have you checked that the timeout digit translation is HANGUP?  We often see CRAs that have timeout set to the HG extension, which keeps the call recirculating through the group forever because each time it hits the announcement it re-enters the group as a new call, never reaching recall time.  Just a thought.

[dan231]

No overflow or announcements

I do not know where the digit translations is located at.

[dwayneg]

If I were you I'd build a shiny new group with the same agents, recall and timer just for testing, leave everything else default.  Then have agents log in.  Make a call to the group and test.  If it works, go back and figure out what's different.  Could even be a defective HG, sometimes that stuff can be corrupted.