Audix redirects call to main number 3

[dhotep]

I am trying to setup an auto attendant with options that will transfer to other Intuity's (So the sales guys can call 1 800# and select their site). I have created X port stations on the local PBX and have forwarded these to the number users call to access audix. This works for the few sites That are not on our 5 digit dial network, but the intent is to save long distance calls, by using this attendant to take advantage of the 5 digit network.

The problem is if I have a station forwarded to the 5 digit number of an audix machine at another site, instead of "Welcome to audix, please enter your extension" I get "Please wait" and am routed to the main number. It works fine if I forward the station to the full 91-xxx-xxx-xxxx

The audix numbers are hunt groups, as is the main number I am routed to.

Doing a list trace on the trunk at the remote site, I see the call hit one of the extensions in the audix hunt group.

 

[1Jumbo]

You might have to manipulate your UDP table to include that extension at the other location. Or you might have to manipulate AAR.

 

[dhotep]

The extension is in the AAR / UDP. I can pick up a phone and 5 digit dial the audix fine, but if I have a station forwarded to that extension, I get the "Please wait" redirect to the main number.

 

[1Jumbo]

If an Audix is dialed from an internal extension, the audix thinks you are calling to pick up messages. If the call comes in on an outside line, the audix plays the auto attendant message. You may have to manipulate the incoming call at the audix switch to make it look like an outside call. This can be done by routing the call to ARS in the same manner as you would get around double coverage limitations.

 

[dhotep]

You'll have to excuse me, I have only been administering voice systems for 2 years, and I picked up 13 sites out of the gate.

That last post was not real clear, so let me see if i can map it out better.

Site 1
PBX:
extension 37400 (port=x, forwarded to 44555)
extension 36510 (port=x, Cover path to hunt group=audix)

Intuity:
36510 is auto attendant. option 1= transfer 37400

Site 2:
Intuity:
44555 is hunt group=audix


With the settings above:
If I call 36510 and select option 1 I see the call hit the PBX at site 2 but audix says "please wait" and the front desk (main number) answers my call. Same thing if I just call 37400 from another phone at site 1.

If I forward 37400 to xx-xx-4555:
Site 2 audix answers "please enter extension".

I can call 44555 from site 1 and get the same result.

I did a list trace on the respective trunks each call would be coming into site 2 on and the only difference I see is:

When forwarding via 10 digit dial there is a line that states: dial 44555

When forwarding via 5 digit dial the same line states: forwarding 44555.

1Jumbo, Is this what you are explaining? I am not familiar with double coverage limitations.

 

[dhotep]

I tried another test:

My personal station is at Site 2. I forwarded my station to 44555.

When calling my station It immediately goes to my voice mail greeting. Same effect as S.A.C.

 

[1Jumbo]

I think we are close. I'll try an example.

Let's start by simplifying how Intuity works on a single site, forget about the second site for now. If I dial an internal station (x3555) that has coverage to a hunt group (hg 99, x2111) the coverage path will play the personal greeting of x3555. If I dial the DID number of the same station (973-5555), I get exactly the same treatment. However, if I dial the extension of the hunt group (x21111), the system is assuming I want to check a mailbox for messages and plays that particular message.

In the example you gave me, you are going straight to the dial access code of the VM hunt group (44555) so it thinks you are calling in to check messages. I'll bet if you dial 45555 you hear "Welcome to audix......". That is why when you go outside of the system and come back in as a station that is being covered by 44555, it plays that stations mailbox greeting (which happens to be an autoattendant). The likely reason that you are getting the "Please wait" message is that the extension does not have a mailbox in the second site intuity and unrecognized extensions are being routed to the default operator.

The trick here is to make the auto attendant prompt 1 to dial a number that the second site switch converts to look like an outside call coming in. Before we go further, do you have vectoring?

 

[lopes1211]

I think this is an easy fix. Make a test call, then do a "disp admin" in the remote audix to see why it sent the call to the operator (i.e. what digits it saw). It probably saw your 5 digit dummy extension 36510 which is not a valid mailbox which then defaults to the operator.

To prompt callers for a login greeting, you would need to "change auto-attend-routing routing-table" in the remote audix. add 36510 to the table and for the "business schedule" type "login". This will now give those callers the default audix login prompt when the audix sees the call is directed from 36510.

-CL

 

[lopes1211]

....and you never said what the 5 digit network is...but the remote audix is either seeing the 5 digit dummy number or the TAC of the 5 digit trunk group on the remote PBX. If it is the TAC (you can verify by the "disp admin" log of your test call) you will need to enter the TAC into the "change auto-attend-routing routing-table" instead of the 5 digit dummy number.

-CL

 

[dhotep]

Thanks for the help!

The remote audix was seeing 37400 (The number that was forwarded to the remote audix, 36510 was only the auto attendant on the local).

disp adim was showing subscriber 37400 unknown, default treatment. I added that number tot he routing table as you suggested and it works flawlessly. Thank you both for the lesson.