I currently have the following setup.
I have an 800 number that sends all calls to CVP, which is acting as an auto-attendant. When the user presses "0", the call is sent to a hunt pilot I configured.
Phone 1 - 8260001
Phone 2 - 8260002
Phone 3 - 8260003
Phone 4 - 8260004
Voicemail - 8269950
The line group originally had all four numbers in it. These phones are configured in ICM and the way it is SUPPOSED to work is so that it rings each phone, one at a time. If no one picks up, it it sent to the group voicemail.
The way it is "working" though is that it will try to ring each phone sequentially, but if the agent that the hunt group is forwarding to is not logged in, it would go straight to voicemail. To complicate matters even more, CVP will pull the call back and play MOH if the RNA is equal to or greater than 16. This is a variable I CAN NOT change.
Because of this though, as soon as 16 seconds passes, CVP will pull the call back even if it starts ringing the next phone in the hunt group.
I've tried to sidestep this issue by adding each phone to its own Line Group, Hunt List, and Hunt Pilot. The "RNA Reversion Timeout" on the Line Group is 15 seconds, and the "Max Hunt Timer" on the first Hunt Pilot is 12. The call always will ring the first phone fine, but after no answer, the call will be send back to the CVP script which plays MOH (Remember the CVP RNA is 16 seconds). The call will not be forwarded to the "Forward Hunt No Answer" or "Forward Hunt Busy" destination. I have verified that the CSS and partitions are setup correctly.
The setting are as such:
Line Group Name: HG_8260001
RNA Reversion Timeout: 15
Distribution Algorithm: Top Down
No Answer: Try next member; then, try next group in Hunt List
Busy: Try next member; then, try next group in Hunt List
Not Available: Try next member; then, try next group in Hunt List
Current Line Group Members:
Selected DN: Route Partition: 8260001/ Partition
Hunt List:
Name: HL_8260001
Selected Groups: HG_8260001
(The other Line Groups and Hunt Lists are set up with the same variables, other than the phone number)
Hunt Pilot: 8269901
Hunt List: HL_8260001
Forward Hunt No Answer: (Use Personal Preferences: Unchecked) Destination: 8269902
Forward Hunt Busy: (Use Personal Preferences: Unchecked) Destination: 8269902
Max Hunt Timer: 12
Hunt Pilot: 8269902
Hunt List: HL_8260002
Forward Hunt No Answer: (Use Personal Preferences: Unchecked) Destination: 8269903
Forward Hunt Busy: (Use Personal Preferences: Unchecked) Destination: 8269903
Max Hunt Timer: 12
Hunt Pilot: 8269903
Hunt List: HL_8260003
Forward Hunt No Answer: (Use Personal Preferences: Unchecked) Destination: 8269904
Forward Hunt Busy: (Use Personal Preferences: Unchecked) Destination: 8269904
Max Hunt Timer: 12
Hunt Pilot: 8269904
Hunt List: HL_8260004
Forward Hunt No Answer: (Use Personal Preferences: Unchecked) Destination: 8269950
Forward Hunt Busy: (Use Personal Preferences: Unchecked) Destination: 8269950
Max Hunt Timer: 12
The agents are supposed to have a seperate line for receieving Auto Attendent calls, but I noticed that in this case they do not. The other phones in this node that are working have an actual value for the "No Answer Ring Duration (seconds)", I'm wondering if that needs to be set on the phone for this to works.
If anyone can help, it would be appreciated.
I'd like to get this working the way it originally was supposed to be; that is, by have all four phones in the same line group.
