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IP Office Troubleshooting

Voicemail Queuing not Working for Hunt Group

Issue
Calls are ringing at the hunt group, but voicemail queuing will not pick up the call.

Possible Cause
Queuing allows callers to a Hunt Group to be held in a queue when all members of the Hunt Group are busy. Queuing is only supported with a local Voicemail Pro setup and must be properly configured for each Hunt Group. For Hunt Group queuing to function, the following must be in place:
Voicemail Pro is locally installed i.e. on the same IP Office that the Hunt Group is configured on.
Queuing is enabled and the ring time is properly configured for the Hunt Group in question.
The proper user expectations have been set for queuing.

Each verification steps are explained in detail below.

Action
I. Check that Voicemail Pro/Lite is installed and working. Queuing is NOT supported on Embedded Voicemail. To verify that Voicemail Pro/Lite is working, dial the Voicemail access code (*17 is the default access short code).

II. Queuing is only supported for IP Office systems with a local Voicemail Pro/Lite installed. For example, in order for Hunt Groups at site A to have queuing, Voicemail Pro/Lite must also be installed at site A.

III. Check the queue settings for the Hunt Group in question.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Hunt Group and double-click the Hunt Group in question.
3. On the Queuing tab:
i. Check that the Queuing On check box is checked, which means queuing is enabled for this Hunt Group.
ii. Check that the Queue Ring Time is set within the customer's expected time to answer. This setting defines the time (in seconds) before the caller is placed in the queue.
iii. Check the Queue Limit option is set appropriately, i.e. not set to 0, because this field defines the number of calls that is held in the queue at any one time. If this number is exceeded, the caller will hear a busy tone or be passed to Voicemail (if operational). If left blank, it means there is no limit to the number of calls that can be in the queue.
4. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.

IV. Verify with the customer that during the time of the incident, there are no available agents in the Hunt Group. Queuing will only take effect if all agents are in a busy state or logged off.

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 that all agents belonging to the Hunt Group in question are either in busy status or logged off, then place a call to the Hunt Group and after the allocated Queue Ring Time, call queuing messages should be heard.

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