Avaya 5410/5420 busy signal when dialing hunt group

[573dawn]

Hi All, I have a new IP400 system, software version 4.0(5), and 4 locations.

We have several hunt groups for various departments, and when a call comes in for a department, the receptionists have been instructed to ring the call to the hunt group.

One location is unable to reach 2 specific hunt groups, they just get a busy signal and the call drops. I am very new to voice telephony and have no idea why they are getting a busy signal for these 2 groups. They DID work when the system was installed, but have started getting busy signals in the last few days. They can call all other hunt groups, and only this location has the issue, other locations can call all hunt groups.

I had removed some IP trunks that were shown on my remote locations that shouldn't have been there and were causing us some other problems, but this stated happening before I made those changes. Any assistance would be appreciated.

Thanks, Dawn

 

[aarenot]

check your licensing at the site mentioned, are they all showing valid?

look at the hunt group number, and see if you can find a conflict at that site, meaning a number locally that is the same, or the same digit string possibly one less digit. Example, hunt group 3000, and user 300.

They may have been using short codes to rout the call via a specific IP line, check the short codes for the dial string, and make sure the line group in the SC is valid.

 

[573dawn]

hi aarenot, I checked the licenses, they have Advanced SCM & Mobile Twinning, both show valid and no expiry date.

The hunt group numbers that they are getting busy signals on are 536 & 536, their site extensions start at 540 and run to 574.

I am still very confused by short codes, but in their list I can see all kinds of things like "voicemail on" and "forward on busy on", but nothing that looks like it is realted to extensions or hunt groups.

Thanks.

 

[573dawn]

I meant 536 & 537, sorry.

 

[intrigrant]

Sound like all users have disabled their group membership ( phonemanager? )

 

[573dawn]

intrigant, no one at the site where the hunt groups are has access to phonemanager, and the site getting the busy signal only has it at the recep desk and I just gave it to her today, but the problem has been going on for several days, so I don't think that could be it.

Thanks, Dawn

 

[ronromano]

There is a bug in 4.0.5 where you can't dial hunt groups across SCN. I believe it will be fixed in the maintenece release.

 

[573dawn]

Thanks ronromano, I have just heard of the regular maintenance releases. Do you think it could affect one site and not the others?

Dawn

 

[ronromano]

don't know

 

[aarenot]

try creating a short code.

SC=536
FEATURE=DIAL
TN=536
LINE GRP ID= THE IP LINE TO GET THEM TO THE MAIN SITE FORM THEIR SITE.

Also, watch the call status, and see where the calls go prior, and after the SC's are created.

 

[kurthansen]

Since dawn has the advanced network license the hunt group calls should go through fine. If you look in monitor on non advanced network license 4.0 and try and call a hunt group it will say no advanced license and the call won't go through. Maybe watch monitor to see what the call says when you try and call the hunt group.

 

[573dawn]

aarenot & kurthansen, I watched what happened when she tries to dial them, you see the line seized, then it just vanishes and she is getting a busy signal. I tried setting up the short code that aarenot gave me, but it still does the same thing.

The odd part, to me, is that it only happens from one site, no one else has this problem. I looked over the configs trying to compare them to see if I could see any differences, but I haven't found any.

A bug has been mentioned, perhaps it is affecting one DS but not the others?

 

[kurthansen]

View the call in Monitor not SSA. Monitor may tell you what the issue is.

Check and see if the one person who can't call the hunt group has any personal short codes. You will see short code tab in the users form.

 

[573dawn]

kurthansen, I would love to use monitor, but it won't connect, never has. I asked my vendor about this and he told me not to worry about it. I can see that there is a password when I try to select a unit, but I don't know what it is. Is there a default password for monitor?

 

[573dawn]

No short codes on the user either, I don't think any users have personal short codes set up.

 

[kurthansen]

The default password is 'password'.

 

[573dawn]

kurthansen, that did the trick!

 

[jml2665]

Dawn, you mentioned loosing connectivity to your license server on this thread,

http://www.tek-tips.com/viewthread.cfm?qid=1378914&page=1

could you be fighting that issue with this problem too?

 

[573dawn]

jml2665, I don't know. At this point everything is suspect considering that my vendor set up our trunks incorrectly and then blamed my network, I have no way to know what else might be improperly configured. Heck, I've learned more about this system in the last 3 days than I had in the month and a half we've had the system. Here is the log I captured though while the site tried to dial the failing hunt group:

CMInformation
Line: type=DigitalExtn 3 Call: lid=0 id=7072 in=0
Called[6] Type=Default (100) Reason=CMDRdirect
185815634mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: Setting Hard Timer 4000
185815635mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: LOOKUP CALL ROUTE: type=100 called_party=536 sub= calling=543 in=0 complete=0
185815635mS CMTARGET: SKIP INCOMING CALL ROUTE
185815635mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: ADD TARGET (N): number=536 type=100 depth=1 nobar=1 setorig=1
185815635mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: FoundKnownSystemTargets 536
185815636mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: Inbound HG call to PBX 192.168.3.180. Routing to 192.168.3.180
185815637mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: CancelTimer CMTCDelayedProcessing
185815637mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: NO INITIAL TARGETS: ??
185815637mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: SELECT: TRY VOICEMAIL orig_hg() orig_user()
185815637mS CMTARGET: 0.7072.0 1699 Nancy Bellmer.1: Fallback() targeting failed
185815640mS CMLOGGING: CALL:2007/06/1611:56,00:00:00,000,543,O,536,536,NancyBellmer,,,0,,""n/a,0
185815641mS CD: CALL: 0.7072.0 State=0 Cut=0 Music=0.0 Aend="Nancy Bellmer(543)" (1.3) Bend="" [] (0.0) CalledNum=536 (Parts Group) CallingNum=543 (Nancy Bellmer) Internal=1 Time=1507 AState=7
185815641mS CD: CALL: 0.7072.0 Deleted
185815647mS CMMap: a=1.3 b=0.0 B1
185816147mS CMMap: a=1.3 b=0.0 B0
185816647mS CMMap: a=1.3 b=0.0 B1

 

[kurthansen]

Looking at that it looks like no one is logged into that hunt group and voicemail is turned off for that hunt group. Try adding your own phone to that hunt group for a test and see if the call will go through.