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IP Office Troubleshooting

Overflow Hunt Group Not Being Activated


Overflow Hunt Group Not Being Activated
Issue
Calls to a Hunt Group with an overflow group configured does not get sent to the overflow Hunt Group.

Possible Cause
If a call cannot be answered by a member of the originating Hunt Group, it can be passed to another Hunt Group called an Overflow Group. The Overflow Group acts as a single extension in the Hunt Group. In order for the overflow group to be activated, an Overflow Group must be defined and at least one member of the overflow group is available to take calls. If queuing is enabled for the originating Hunt Group, then the Voicemail Pro Queued and Still Queued call flows must not direct the call elsewhere. For calls to the originating Hunt Group to be directed to an Overflow Hunt Group, the following configurations must be in place:

The overflow settings within the originating Hunt Group must be configured appropriately, including the Overflow Time.
The Overflow Hunt Group members are enabled to take Hunt Group calls.
If queuing is enabled and a specific start point for the Hunt Group in question is defined within Voicemail Pro, then Queued and Still Queued call flows must not direct the call elsewhere.
If queuing is enabled for the default start point within Voicemail Pro, then Queued and Still Queued call flows must not direct the call elsewhere.
If queuing is enabled the overflow time must be configured. Each configuration is discussed in detail below.

Action
I. Check overflow settings in the originating Hunt Group.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Hunt Group and double-click the originating Hunt Group.


3. On the Hunt Group tab:
i. Check that there is a Hunt Group name in the Overflow Group List and that this is the Hunt Group the customer wants calls to overflow to.
If there are no Hunt Groups in the list, right-click and select Add to add an overflow group.
ii. Check the Overflow Time is set appropriately. This setting defines the amount of time (in seconds) a call will ring round the Extension List before being passed to the overflow group. If queuing is enabled for this group, the Overflow Time defines the amount of time a caller is held in the group queue before being passed to the overflow group.
iii. Check that Hunt Group members are enabled to take calls. In the Extension List, if there is a user with an asterisk (*) next to the extension number, right-click that user and select Enable. A Hunt Group member's ability to take calls can be enabled/disabled via this method.
4. On the Fallback tab, check that the Service Mode is set to In Service.

II. Make sure that callers have waited for the length of time set in the Overflow Time.

III. Check the status of the members of the Overflow Hunt Group.

PROCEDURE

1. Verify that members of the overflow Hunt Group are logged onto their phones.
2. Check that the overflow Hunt Group members are enabled to take calls. In the Extension List of the Hunt Group acting as the overflow, if there is a user with an asterisk (*) next to the extension number, right-click that user and select Enable.

IV. If queuing is enabled for the Hunt Group in question, check that the Queued and Still Queued call flows for the Hunt Group in question within the specific and default start points are not directing the call elsewhere. Specific start point for a specific user or group takes preference over a default start point.

PROCEDURE

To check the Specific Start Points:
1. Open the system's Voicemail Pro.
2. Double-click Specific Start Points.
3. Click the Queued call flow. Make sure the call flow is not directing the call elsewhere. The call flow example below is for a Sales Hunt Group. If you have configured a specific start point for a Hunt Group and want should look similar to the following:
4. Click the Still Queued call flow. Make sure the call flow is not directing the call elsewhere.

PROCEDURE

To check the Default Start Points:
1. Open the system's Voicemail Pro.
2. Double-click Default Start Points.
3. Click the Queued call flow. Make sure the call flow is not directing the call elsewhere. The call flow should look similar to the following:
4. Click the Still Queued call flow. Make sure the call flow is not directing the call elsewhere.

V. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
A copy of the IP Office configuration will be useful before escalating to your support organization.
The username and password of the configuration must be provided to your support organization for testing purposes.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each of the verification steps performed above.
The customer's network diagram (if applicable).

Validation

Make sure all members of the originating Hunt Group are in busy status and make a call to the group. Let the call overflow to the designated overflow Hunt Group.

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