Call Forward Intermittent Failure

[whender]

I have a customer with an Avaya R7 Partner system with voice mail. Auto Attendant is set to answer 24/7. When they leave at night they press the night service button on Ext. 10. Then they press the call fwd button, dial 10, then 80. This forwards there calls to an answering service for emergency situations. They use their cell phones to call the main line for a sucessful forward.

The problem they complain about is that sometimes, 1-3 times a week, when they arrive the next morning, the call forward is not active. We can find no evidence of a power problem and time is right on the system.

Anyone have any ideas?

Thanks,

Wayne

 

[skip555]

do you have the system on a good ups ?

 

[whender]

System is on UPS. No other signs of electrical outages in building.

Thanks

 

[SYQUEST]

What is the status of the Nite Service Button? Is it still on in the morning?

....JIM....

 

[whender]

The people at the company say the Night Service button is still lit, but the Call Fwd is off.

Thanks,

Wayne

 

[allisland]

Do they have a cleaning service,if so does it correspond to the night of the RCF failing?

 

[Dexman]

Is the system set to follow the Night Sevice button, Night Service Schedule or both?

If it ain't broke, I haven't fixed it yet.

 

[whender]

They have a cleaning crew that comes in once every two weeks. It happens more often than that, but not every night. It happens randomly. The Night service AA picks up properly everytime.

Thanks, Wayne

 

[whender]

When the night servie button is ativated, the night announcement comes on perfectly. The caller is advised to stay on the line to be directed to the emergency service. Extension 10 is fowarded to the emergency service number and it works perfectly. Occassionally, when the employees arrive the next day the call forward is off.

No evidence of power failure
No cleaning service except every 14 days
Call Forward shows disabled
Night Service shows enabled

Thanks,

Wayne

 

[Westi]

so if I read that correctly then there is a feature 11 button, could you make that a Feature 11 10 80 button that will light up when active so it is easier to see if it has been forwarded and also provides easier activation. Then you can see if that is still active as soon as you look at the phone.
To troubleshoot I would also do a second forwarding from a different phone to see if both get deactivated or just the one. Best not to tell people about the second forwarding as it provides testing for you only and avoids anyone sabotaging your test.
you could also change the dial 0 timeout for the night (if your voicemail allows it) to go to a different target that is constantly forwarded or even does a centrex transfer to avoid relying on th ephone system to do it.
I never had a Partner system do this to me but there is all kinds of weird stuff out there.


Joe W.

FHandw., ACS

If you can't be good, be good at it!