Hello support teams.
We have 2 operators each in their own queue.
Calls are delivered to a hunting number in CUCM that delivers calls in circular hunt to
the DDIs of these 2 numbers
No operator overflow has been defined and works fine. Overflow number for queue 1 is
defined as the DDI of queue 2 and vice versa.
This works fine as long as at least 1 operator is logged in.
However if both operators log out, calls are lost (remain in the queue) unless one of them
puts the queue in Emergency mode, where emergency number is defined as another extension
in the company.
The issue is that many times the operators forget to put the queue in emergency mode and
calls are lost this way. Since working times are defined as from 07h00 to 20h00 and night
service number is same as Emergency. So if both operators log out at say 17h30, calls will
be lost till 20h00.
This is happening basically because the calls are being forwarded to another queue number, so if the queue is not availbale the it's never going to be delivered. Also as per the Attendant Console documentation you shouldn't have the DDIs in a hunt group.
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