I've set up a B-ACD que with one member, when the hunt timeout ends the "All agents busy" prompt plays and then the call disconnects. I would like it to continue to hunt on the member until the phone is picked up. Have I missed something in the config or is there something wrong?
Here's the application config:
application service aaservice0 flash:/bacdprompts/app-b-acd-aa-220.127.116.11.tcl param aa-pilot 352 paramspace english index 0 param second-greeting-time 30 paramspace english language en param call-retry-timer 15 param voice-mail 502 param max-time-call-retry 600 param service-name bacd param number-of-hunt-grps 1 paramspace english location flash:/bacdprompts/ param drop-through-option 1 param handoff-string aaservice0 param max-time-vm-retry 1 ! service bacd flash:/bacdprompts/app-b-acd-18.104.22.168.tcl param number-of-hunt-grps 10 param aa-hunt2 A360 param queue-len 30 param queue-cme-debugs 1 param aa-hunt1 A352 !
Hunt group config:
ephone-hunt 50 sequential pilot A352 list 501 timeout 14 no-reg pilot statistics collect description *** CCA BACD ***
"show ephone-hunt 50 stat" shows this. What makes the call abandoned?
Tue 17:00 - 18:00 Max Agents: 1 Min Agents: 1 Queue related statistics: Total calls presented to the queue: 4 Calls answered by agents: 0 Number of calls in the queue: 0 Average time to answer (secs): 0 Longest time to answer (secs): 0 Number of abandoned calls: 1 Average time before abandon (secs): 30 Calls forwarded to voice mail: 0 Calls answered by voice mail: 0
You have 10 hunt groups defined in the queue, but only one defined in the aa, and you are actually only pointing to a single hunt group. param number-of-hunt-grps should match the amount of aahunt options you have configured, and should be the same in both the aa and the queue.
Ensure that you have MOH configured on CME, as well.
Since you didn't include your whole configuration, I assume that your ephone-hunt pilot is configured for A352?
Typically 'paramspace english index 0' is specified instead of 'paramspace english index 1'. Is there a reason why you have index 1 configured instead of 0?
Be sure to restart the whole application after you make parameter changes, so that they take effect, too.
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