Auto Attendant Looping

[AspenMan]

I have 25 or so auto attendants setup via OTM, CallPilot and Application Builder. All is well accept for one auto attendant that tends to have intermittent looping problems. Someone will call and press a key to get to the appropriate extension. However they will be taken back to the Main Greeting thus looping them back to the start of the AA. This is a simple AA with 3 or 4 extensions to access. When I call the AA it will loop sometimes but most of the time it works as programmed. I have worked extensively on this with no positive results. I have copied working AAs and reconfigured them for the appropriate departement as well as built new AAs from scratch more than once. I replaced the i2004 that rings the auto attendant number. I then got rid of the phone so the AA rings on a Type 500 Phantom phone. Non of this has stopped the intermittent looping.Does anyone have any experience with this? Would anything in CLS have an affect? Help!!!

 

[Tman45]

Sounds like an intermittent issue (or something to do with what number the caller is pressing). Post your AA builds and we will try to help!
Does there happen to be a certain key you press that loops you back - OR what if the person you are trying to reach is busy? Does the extension you are trying happen to have a revert DN or other setup back to the AA?

 

[AspenMan]

It doesn't seem to be related to a number pressed and there are no revert DNs in Callpilot. This happens whether anyone is on the phone or not. I would post my AA builds but I am not sure how to do that. I am using App Builder 5.00.41. ??

 

[dj4020]

Do yuopu have anything defined in Invalid Response options ? ? There is a check box if that is defined that says "Replay menu choices greeting after invalid response.

 

[AspenMan]

Nothing is defined in the Invaled response options. Replay menu is grayed out and not checked.

 

[telebub]

Check your Call Transfer blocks. What is the defined treatment for "failed" and "busy"?

 

[AspenMan]

This particular AA only has 2 call transfer blocks right now so it is a simple AA. Both blocks have failed and busy going back to the main menu. Also O, *, #, invalid, no response and rotary all take you back to the main menu. This is how I have all my AA setup.

 

[telebub]

My guess is that is where your looping is coming from based on this statement from your original post:

Someone will call and press a key to get to the appropriate extension. However they will be taken back to the Main Greeting thus looping them back to the start of the AA

For some reason CallPilot can't get to the extension in the transfer block so it sends the call back to the main menu. You could change the "failed" and "busy" treatments in the AA in question and see if you get different results.

 

[dj4020]

What type of extension are transfering to? ACD/DN, CDN, or regular ext. Check your alarm logs to see if it will shed any light on what your problems maybe. Telebub I believe is pointing you in the right direction.

 

[Tman45]

I would say your statement right here is the culprit:
"Both blocks have failed and busy going back to the main menu. Also O, *, #, invalid, no response and rotary all take you back to the main menu."

So most people would press 0 to try to get out of the menu Do you have anyone that can field these calls at their extension? Otherwise the callers are just going to have to LIVE with being looped back until they enter an acceptable response. Sorry you said i2004 that you changed to the 500 phantom so I was thinking you could post that phantom build just so we could see if there was a strange issue in that. I am used to AAs that are actual phones.

 

[AspenMan]

Here is the build for the phantom 500. We use these when departments want calls to go directly to the AA with one or no rings. I did make some changes here. My hunt and ftr were going to 2100 (an alias voicemail number). I blanked out hunt and change ftr to 2000 which is our line for voicemail. I also changed XFD, FNA, and HTD in CLS to the present settings shown below. I copied the settings from a phantom 500 that was not having looping problems. Thanks for the follow up. Let me know if you see anything.

TN 093 0 00 15 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 5070 0 MARP
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
SCPW
CLS CTD DTN FBD XFD WTA THFD FNA HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
CDMR
RCO 0
PLEV 02
CSDN
AACS NO
MLWU_LANG 0
FTR DCFW 4 2000
DATE 4 MAY 2010

 

[CTarv]

Are you saying that you're using a Phantom DN as the Service Directory Number for your menu?

 

[AspenMan]

Absolutely. It works great. No phone to ring and no rings before the AA answers.

 

[CTarv]

I've always used ACDNs. Never thought about using phantoms.

 

[Tman45]

Yeah I am pretty sure it is your failed/busy blocks going back to main menu. (just like telebub said and I reiterated)based on your post.

"Also O, *, #, invalid, no response and rotary all take you back to the main menu."

As I said someone may try to zero-out so they won't be happy when they keep getting routed back to the same dumb main menu You need to set your zero-out to route to someone who can take calls - IMO

 

[AspenMan]

Thanks everyone for you help. I will do some experimenting with the blocks next time I get the looping problem reported. It could very well be an irrate customer, etc.

Happy Nortelling!