topic Re: Calls not transferring to hunt group when no answer in Phone system

Calls not transferring to hunt group when no answer

MHarkin — Fri, 29 Aug 2025 08:00:43 GMT

Our receptionist is off on holidays and when callers select option 2 on our switchboard, it's not being transferred to other users under the overflow (006).

We're missing lots of calls and business due to this.

It was working and we haven't changed anything. The online portal shows it all set up correctly.

When the call rings out, the phone says Welcome to BT Call Minder...

Re: Calls not transferring to hunt group when no answer

kyla598ellis — Tue, 02 Sep 2025 11:06:24 GMT

@MHarkin wrote:
Our receptionist is off on holidays and when callers select option 2 on our switchboard, it's not being transferred to other users under the overflow (006).

We're missing lots of calls and business due to this.

It was working and we haven't changed anything. The online portal shows it all set up correctly.

When the call rings out, the phone says Welcome to BT Call Minder...

Hello,
It appears the overflow group (006) isn’t triggering correctly when option 2 is selected, despite the portal showing the setup as expected. Since calls are diverting to BT Call Minder, this suggests the overflow isn’t active or reachable. Please check that all users in group 006 are logged in and available, and verify that the overflow routing is still linked to option 2. A quick reset or re-save of the configuration may also resolve hidden glitches.

Best Regards,
Kyla Ellis

Re: Calls not transferring to hunt group when no answer

BethM — Tue, 02 Sep 2025 11:34:54 GMT

Hi MHarkin

Please reach out to our support team for assistance with this so they can see why the calls aren't transferring.