Auto Attendant on our main line number 2

[supportpbx]

Hi and thank you in advance for any help on the issue that I am having.

It appears that some of the calls coming into our main-line is not being routed to our Auto Attendant. The first call always seems to route to it correctly but then the second calls do not route to Auto Attendant. It just keeps on ringing.

Also, at times, third calls seems to route to the Auto Attendant.

Thank you!

 

[trvlr1]

How are these calls being delivered? POTS or PRI/T-1?
If they are POTS make sure all the line set ups auto terminate to the correct extension (ATDN = xxxx for example)

 

[supportpbx]

First of all, thank you for the reply. Our DID's (about 400 of them) come in via inbound trunk line (group of 20). Our main line number is part of this DID group. I am guessing that the main line calls also come in via these trunk lines and then are handed off to our Octel voice mail for Auto Attendant. Perhaps I am wrong but I was told of this by our service carrier.

Is there a way I can find out how the main line calls are coming in? Also how then these calls are routed internally to the Auto Attendant (Octel Voice mail). I did find that there was this trunk member that had a group of TNs with ATDN = 2051. However when I ran the utilization report via LD 36 ldic c r, it most of them showed that it has not been utilized in 63 days except one TN.

Thank you.

 

[GHTROUT]

Since your main line is DID, the most likely problem might be identified another way:

Call voice mail, let it answer, put it on hold, call it again, let it answer put it on hold. Repeat. The goal is to find a ring-no-answer.

If you find it, you know one of the Octel ports (or lines from your PBX) is bad.


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[supportpbx]

Thank you.

I found that when I dial 2051 (ATDN), the calls are routed to our Auto Attendant via TN's set for our vocie mail (Octel) ports.

So I went into LD 80 and ran a call trace for ext. 2051 (ATDN) as it shows the destination TN of the call from my phone.

I've confirmed that all 20 ports for our voice mail (Octel) ports recevied the calls on them. I just kept calling till I saw that all TN's were used for receving the 2051 (ATDN)calls...

* Maybe I can just solve the problem by re-programing the routing of the main line calls. Can you guide me as to how I would setup the PBX portion of the Auto Attedant? I.E. How I would make the main line calls to to our Octel via ATDN groups.

Thank you once again.

 

[GHTROUT]

I think we need to confirm how your main number (the one that goes ring-no-answer at times) gets to voice mail. You said it was a DID DN. Are you certain?

So, do a DNB on that DN and find out if it is on a TN, or if it is a Phantom or an ACD queue...

If you determine it is not really a DID, but rather a CO Trunk, then ATDN comes into play.

With DID DNs, ATDN does not apply, since DID isn't a trunk, it is a DN already.

ATDN stands for Auto-Terminate. It's a way to make a plain CO trunk ring a specific DN.


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[supportpbx]

Thank you for staying with me on this. I been woking on this issue for last two days and need to have a resolution soon as this is our company's main line.

Below is the result of dnb on our main line 4500.

REQ: prt
TYPE: dnb
CUST 0
DN 4500
DATE
PAGE
DES
DN 4500
TYPE LDN


* When I dial just 4500 as an extension fron internal phone, it routes to our console phone and not to our Auto Attendant. Out receptionist picks up the calls.

* When I dial the complete 1-XXX-XXX-4500, it goes to the problemetic situation as mentioned on my original post. First call goes to the Auto-Attendant successfully but the second calls just keeps on ringing...

Thank you.

 

[GHTROUT]

Ahh. Here are some possibilities.

1-XXX-XXX-4500 might not be a DID - in other words, it might come in on non-DID trunks or trunks you didn't expect. Here's how to find out the easiest way:

Call in on 1-XXX-XXX-4500, then transfer yourself to a nearby phone. Trace that phone and you'll see the trunk route, TN etc or the originating trunk.

Print that trunk TN out, See if there is an ATDN on it. Now print all the other trunks in that route LD21 LTM to find them) and find out if they too have the same ATDN.

If you find it is on the same route as all the other DIDs come in, then the next step is to look at "IDC" Incoming Digit Conversion" so we can see what 4500 converts to.

To see IDC, go to LD49 and PRT TYPE IDC - print them all, look for 4500 - see what is next to it.







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[GHTROUT]

What we may end up find here is that calls to 1-XXX-XXX-4500 ring a separate series of numbers in Octel. If you come up with that number, you'll probably be able to spot on bad port or TN connecting to Octel.


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[supportpbx]

Thank you for the great idea. I will look into it ASAP. Just got into work from doctor's appointment. Once again thank you and I will post my findings soon.

 

[supportpbx]

O.K. Here is what I found. You are correct about the calls coming in on other trunk. When I did a trace, I found that the calls came in via COT trunk (seems to be both inbound and outbound).

One thing to note is that both calls, one that keeps on ringing and one that routes to auto attendant, at times came in on the same TN...

All the trk members in the route has the same ATDN of 2051. The 2051 is an ACD and below is the print out of the acd 2051. It seems that the main line calls are indeed processed via the ACD 2051. When I OUT the 2051 ACD and made a test call to our main line, the calls were routed to the console phone and not the auto attendant.

This leads me to think that the issue may be in the ACD programing. It may be that second calls are being held in the ACD queue and the tird call are routed to Octel voice mail. Perhaps configuration of call trashold in ACD and it is dictating when the call can be forwarded.

Below is the print out of the ACD 2051. Can you see if there is something cofigured incorrectly in it?
Thank you so much once again.

TYPE ACD
CUST 0
ACDN 2051
MWC NO
DSAC NO
MAXP 24
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 4700
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[supportpbx]

It does seem that call waiting threshold is the issue. I found that only the second calls to the main line keeps on ringing (being held in the ACD and not rounted to Auto Attendant). The third, fourth, and rest of the later calls successfully route to auto attendant.

Is there a way for me to configure the ACD 2051 so that all calls route to NCFW? I did try chaning 'CWTH 1' to 'CWTH 0' but that didn't make the problem go away.

Thank you

 

[GHTROUT]

If you were able to OUT the ACD 2501, that means there are no Agents in it. It means that calls are going to 4700 (see NCFW 4700)

If you were really able to LD23 OUT ACD 2501 - then I'd try this as a test to eliminate the queue as being any part of the problem.

1. Out the 2501 queue.
2. Build a Phantom TN with DN 2501 and FTR DCFW 4 4700.




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[supportpbx]

Thank you for the feed back. Again, thank you for staying with me on this issue. Really appreciated it.

Can you guide me as to how to create Phantom TN?
Thank you.

 

[GHTROUT]

Easiest way to start is look for some existing Phantoms

LD 20 REQ LUU TYPE 500

Look at the last TN in the list, it might be an open Phantom TN you can use.

Just build the TN like an analog, but at FTR, enter DCFW 4 4700

If you're getting nowhere, we need the type (size) of PBX you are. We can find that out from this:

LD 22 REQ PRT CEQU


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[supportpbx]

Thank you. I've tried to use some of the TNs listed below to build Phantom TN via LD 10 but received the 'SCH6395'error when trying to enter the DCFW configuration on FTR option.

The error is saying that 'This prompt, Class of Service, or feature cannot be configured on a non-phantom TN.' I am not sure as to how to find the actual phantom TNs.

I know that our privious telecom person used phantom TNs before but I don't have the knowledge on how to...

I do believe that using Phantom TN and having the calls forward to Octel for Auto Attendant will be the right solution as you've indicated.

Can you guide me in detail as to how to configure the Phantom TN? I have printed out the CEQU for your reference. Thank you.


REQ: luu
TYPE: 500
TN
CDEN
TYPE 500 TN 024 0 13 10 8D
TYPE 500 TN 024 0 13 15 8D
TYPE 500 TN 024 0 13 16 8D
TYPE 500 TN 024 0 13 17 8D
TYPE 500 TN 024 0 13 18 8D
TYPE 500 TN 024 0 13 19 8D
TYPE 500 TN 024 0 13 20 8D
TYPE 500 TN 024 0 13 21 8D
TYPE 500 TN 024 0 13 22 8D
TYPE 500 TN 024 0 13 23 8D
TYPE 500 TN 024 0 13 24 8D
TYPE 500 TN 024 0 13 25 8D
TYPE 500 TN 024 0 13 26 8D
TYPE 500 TN 024 0 13 27 8D
TYPE 500 TN 024 0 13 28 8D
TYPE 500 TN 024 0 13 29 8D
TYPE 500 TN 024 0 13 30 8D
TYPE 500 TN 024 0 13 31 8D
TYPE 500 TN 024 0 15 01 4D


REQ prt
TYPE cequ

CEQU
MPED 8D
TERM 012 013 014 028
029 030
REMO
TERD
REMD
TERQ 004 005 006 007
018 019 020
REMQ
SUPL 008 024 N156
XCT 000 016
TDS * 000 * 016
CONF * 001 * 017
MFSD * 000 * 016

DLOP NUM DCH FRM LCMT YALM TRSH
TRK 002 24 ESF B8S FDL 00
003 24 D3 AMI DG2 00
EXT0 3PE
CNI 012 000 000
EXT1 3PE
CNI 012 000 000
MCFN S0B0 S0B1 S1B0 S1B1 S2B0 S2B1 S3B0 S3B1 FLSH TOTL
016 016 016 016 000 000 000 000 64 128

 

[GHTROUT]

I see. Your Phantom Loop is 156. Prt a TNB on Loop 156 to see if any have ever been built. If none have, then do this:

LD10
REQ NEW
TYPE CARDSLT
TN 156 0 0
(if that does not take, try this)
TN 156 1 0

Then, in LD20 run that LUU type 500 again. you'll see Phantoms in 156


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[supportpbx]

Hello. I tried to run prt on loop 156 and received the following error message 'SCH0802.' Which states that 'Specified loop has no valid TN.'

>ld 20

PT0000
REQ: prt
TYPE: tnb
TN 156
CDEN

TRK156 20 0 2 0 (some other error message that I keep getting...)

CUST 0
DATE
PAGE
DES

SCH0802 (This is the error message)



** Then I went to ld 10 and ran 'CARDSLT' command and trid to enter the TN 156. However, as soon as I hit 'space' key after the '156' I received the following error message. 'SCH6391' which states that 'Only PBX TNs can be configured on a phantom loop using Overlay 10.' Please reference the output below. Thank you once again.


>ld 10
PBX000
MEM AVAIL: (U/P): 8069404 USED U P: 2322409 77562 TOT: 10469375
DISK SPACE NEEDED: 130 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1 (PROJECTED LD43 - BKO)
TNS AVAIL: 358 USED: 442 TOT: 800
ACD AGENTS AVAIL: 100 USED: 20 TOT: 120
AST AVAIL: 20 USED: 0 TOT: 20

REQ: new
TYPE: cardslt
TN 156 SCH6391
TN

 

[GHTROUT]

Hmmm.

LD 22
REQ ISS
(post that)

LD 22
REQ PRT
TYPE PKG
(just look at the list for "PHTN 254" - make sure it's there)


Once the above is done, try

REQ NEW
TYPE 500
TN 156 0 0 0


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[supportpbx]

I was able to finally build a Phantom TN. (Thank you) Please, see below for output info.

The frustrating part is, even when I have outed the ACD 2051 and built a Phantom TN, the same problem exists...

The second call to main line just rings, but the 1st, 3rd, and 4th calls successfully routes to our Auto Attendant?!? I guess the ACD was not the issue after all as I thought initially. I don't know what is goind on.... One thing for srue it that I am learing valuable information. Thank you GHTROUT for all your guidance!

REQ iss

VERSION 2911
RELEASE 24
ISSUE 25

SCDR 251
ARFW 253
PHTN 254 ***(Here is what we were looking for)
ADMINSET 256
ATX 258
NI-2 291

*** ACD 2051 Outed****
>ld 23
ACD000
MEM AVAIL: (U/P): 8069239 USED U P: 2322465 77671 TOT: 10469375
DISK SPACE NEEDED: 130 KBYTES
2MB BACKUP DISKETTE(S) NEEDED: 1 (PROJECTED LD43 - BKO)
ACD DNS AVAIL: 960 USED: 40 TOT: 1000
REQ out
TYPE acd
CUST 0
ACDN 2051


*** Phantom TN built for 2051****
DES AUTOAT
TN 156 0 00 00 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 2051 0 MARP
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
CLS CTD DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD CWD SWD MWD RMMD SMWD LPD XHD CCSD LND TVD
CFTD SFD C6D CNID CLBD AUTU
ICDD CDMD EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA
MCRD SHL ABDD CFHD
USRD BNRD OCBD RTDD RBDD RBHD FAXD PGND FTTC
PLEV 02
AACS NO
FTR DCFW 4 4700