Call Redirecting -

[gregoryhall]

First, I'm extremely new to the whole Mitel/phone system administration so please pardon me if my terminology is lacking.

We have it setup that incoming calls come in to our Mitel 3300 via a toll free and/or local number and are directed into Hunt Group xxxx. Through NuPoint/Call Director/Call Flow using a schedule, we have Hunt Group xxxx directed to an auto attendant that lists out 6 menu options 2, 3, 4, 5, 6, 8. Option 2, the first menu has 5 sub-options. Sub-option 1 directs calls to ACD Path aaaa, which then redirects calls to ACD Agent Skill Group bbbb where we have multiple agents assigned to answer the "queued calls".

What I'm being asked to accomplish is have Sub-option 1 redirected to a newly created Ring Group (cccc) instead of the ACD Path (aaaa). The Ring Group is confirmed to be set to ring all extensions/members.  The members would be the same ACD agents that are members to the the ACD Agent Skill Group mentioned above.

When the Ring Group (cccc) is engaged via the Call Flow, it still only rings one person at a time, yet the ring group is configured to ring all. I am not sure what I need to change/configure/update and the Help file on our system isn't giving me the information that I need. Any ideas would be greatly appreciated.

[ZuluAlpha]

Are all of the members of the Ring Group set to "present" ?

[gregoryhall]

Yes, all members of the Ring Group are set to "present". Apologies, I should have added that in my original post.

[Tech Electronics]

gregoryhall,

Have you confirmed this by dialing the Ring Groups extension directly from another phone to make sure that it is really is the Ring Group that is ringing only one phone?

Thanks,

TE

[gregoryhall]

Yes I made several test calls to the Ring Group number and was able to confirm that only one phone rang at a time. The positive note is that out of the several test calls, each member of the Ring Group was able to get one of the calls.

[Tech Electronics]

gregoryhall,

It sounds as though you have it setup as a Cascade instead of an All Ring.

Thanks,

TE

[gregoryhall]

I have verified that the Ring Group is setup as  Ring All for the Ring Group Mode, not Cascade.

Thank you,

Greg

[gregoryhall]

If it makes any difference the  ACD agents are hot desking users

[VinceWhirlwind]

Change the Ring Group mode to something different, then change it back.
 
Add a single line key to each of the ACD logins, and put all those DNs into the ring group to see if it behaves differently.