iPECS Cloud – Hunt group and call flow troubleshooting

Please find the following call flow tips:

1 . Loops

You cannot have loops on Cloud. If you have the following call flow:

DDI >AA > hunt group 401 > hunt group 402 > hunt group 401 – this is a loop. You are looping back to hunt group 401.

You need to create another hunt group or group VM, or point to another group/AA/shared line/etc… not used yet in the call flow.

2. Overflow one hunt group to another hunt group with some members being the same as the first hunt group

For example: If you have hunt group 401 overflowing after 20s no answer to hunt group 402

Group 401 has extensions 100, 101, 102

Group 402 has extensions 100, 101, 103, 104, 105

You may notice once the call comes to group 401 and rings for 20s, at this point it overflows to group 402, only extensions 103, 104, and 105 will start ringing. After a few seconds, extensions 100 and 101 will ring as well.

This is because there is a natural wrap up timer after the call is presented to the extensions in the first hunt group (100, 101 and 102). 

To avoid this natural wrap up timer, you can create a shared line with all the extensions that are on both groups as members. So the in the wrap up period the call will ring in the shared line and to all their members, avoiding the natural wrap up timer.

3. Overflow one hunt group to another hunt group with the exact same members

If you want to overflow one hunt group to another hunt group where both of them have the same exact extensions as members, you will need to add a shared line in the second group.

For example: You want group 401 which has extensions 100, 101 and 102 to overflow to group 402 which has the same extensions 100, 101 and 102

You will need to add a shared line to the second hunt group 402.  The shared line needs to contain 100, 101 and 102 as members.

So then the correct call flow is group 401 with extensions 100, 101 and 102 overflows to group 402 with 100, 101, 102 and shared line.

If you have more than 2 hunt groups with the exact same members, the shared lines you need to add to each overflowed group need to be different.

Example: group 401 with extensions 100, 101 and 102 overflows to group 402 with 100, 101, 102 and shared line 450 overflows to group 403 with 100, 101, 102 and shared line 451, and so on for the next groups.

That is due to the natural wrap up timer mentioned on point 2 of this guide.

4. Ring to busy member when idle (Multi Ring)

Example: Extension 100 is on a call, a second call comes to the multi ring group and it’s ringing all the other extensions. If extension 100 hangs ups the first call this setting will determine if extension 100 will starts ringing for the second call or not.

If set to Use, will receive the second call and starts ringing

If set to Not Use, extension 100 won’t ring for the second call

In the case of case 2 and 3 of this guide, we advise setting this to Use.

5. Group No Answer Forward Priority

If you want the call flow to always follow the hunt group no answer call forward you need to set this to Use. 

Setting this option to Not Use, the system can forward to the extension no answer call forward destination.

6. DDI routing to hunt group directly

If you have a DDI routing to a hunt group directly, you need to set in the hunt group, the setting: Send answer signal for announcement to Use and Timer can be 0.

When the call comes into a hunt group directly ( DDI > hunt group) you can have a no answer timer up to 3600s and call queuing of 3600s. You can also overflow from one group to another, and another and so on.

The line carrier when offered the call the system can disconnect/drop the call after a set amount of seconds if the system does not answer the call.

In the case of hunt group, you need to set Send answer signal for announcement to Use. This setting sends back to the carrier a signal saying the call has been answered. The timer is how long to wait until the system sends back this signal. 0s means sending the signal straight away.

When the call comes into an AA, the AA actually answers the call. So if you have the call flow: DDI > AA > hunt group, you don’t need to set this option to Use.