13th March 2006 - Full PDF Text Version
This Technical Tip is to clarify the operation of the overflow timer associated with groups where an overflow group has been set. Overflow is applied to calls ringing hunt group members without being answered. The point at which that the call overflows is determined as follows:
If Queuing is off, the call will overflow either when it has rung at each available hunt group member without being answered or when the overflow time expires.
If Queuing is on, the call will overflow only when the overflow time expires. Until overflow occurs the call will continue ringing the available hunt group members.
If the Overflow Time is 0 or blank, the call will overflow when it has rung each available hunt group member. This is regardless of the Queuing setting.
The linear group Main has 3 members and a No Answer Time/Allocated Answer Interval of 15 seconds. The Overflow Time is set to 40 seconds with the group Main2 in the Overflow Group List.
With queuing off and all 3 members available, a call will ring the 1st member for 15 seconds and then ring the 2nd member for 15 seconds before trying the 3rd member. 10 seconds into ringing the 3rd member, the overflow time expires and the call overflows. This scenario would be the same if queuing had been on.
With queuing off and only 2 of the 3 members available, a call will ring the 1st available member for 15 seconds and then ring the 2nd member for 15 seconds. At this point it has been presented to all the available members and so overflows. In this scenario, if queuing had been on, the call would have been presented again to the 1st member for 10 seconds at which point the overflow time would expire.