Calls going straight to VM 3

[j.flanagan]

I have a customer with an IP500v2 on 11.0. A lot of users are working remotely. There is one specific user that Im having an issue with. All my test calls to this users are going straight to VM. They are in the main hunt group but calls to their DID or to the main hunt group go straight to their VM. I checked DND and forward. Both of those are not active. Also, there are no short codes under the user SC tab. They do have mobile twinning enabled. I have deleted the ICR, saved, then tested but had the same issue. I also deleted the user, saved and then tested but had the same issue. Any ideas what would be forcing calls straight to their VM? I also put my cell in their twinning slot to see if it was a rejection from the mobile carrier or something but that still went straight to VM. Any guidance would be apricated.

 

[critchey]

Can you call the extension directly from another extension?

Calls to the main hunt group go to this user's voicemail? Was that a mistype or is that what is actually happening?

The truth is just an excuse for lack of imagination.

 

[j.flanagan]

Okay, let me clarify a couple things. I just spent a few minutes on a remote session connected into the system. According to SSA, calls to the user alert for maybe 2 seconds then go to VM. From my cell phone I never hear the ring, vm just picks up. Due to covid stuff, no one is in the office and I cant get into the building. So, i cant verify that it is actually ringing but based on the "alerting" I'm guessing it rings once. I miss spoke on the hunt group. I have tested calls straight to the user. i have not tested the group calling. that is simply based on the users report who is now stating that calls to the group just dont ring the user.

 

[critchey]

Well if you have forwarding and DND turned off, and you can't call the extension/user directly, then its possible it is as simple as a corrupted user. If you can call extension directly but it doesn't work on the DID and group then it starts leading to a different path.

Best case would be to call the extension while running a monitor trace to see what exactly is going on.

The truth is just an excuse for lack of imagination.

 

[j.flanagan]

I thought it might be a broken user but I did delete and rebuild. What monitor filters would you recommend? Also, is it possible to use monitor to generate a call internally? No one is onsite and no one is allowed on site at the moment.

 

[Telecomboy]

Check in System Status to see if the extension is plugged in. If the extension is not plugged in, there is your issue.

 

[critchey]

What kind of phone is it? That will determine the monitor settings to use.

The truth is just an excuse for lack of imagination.

 

[CalgaryJeff]

It sounds like what has happened is the phone is offline. If you check the twin when logged out option it should fix it. IP office phones will still appear to ring from the callers end even if they are offline.

http://www.atcomsystems.ca

ACSS,AIPS

 

[j.flanagan]

It's a 9608. I already checked the twin when logged out option. I think this is showing that its plugged in.

 

[j.flanagan]

19:41:10 2674355541mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: LOOKUP ICR: DDI=7274407995 CGPN=97275045394@analytics.charter.net (Destination 7995 ) => CDPN=7995
19:41:10 2674355541mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: ADD TARGET (N): number=7995 type=100 depth=1 nobar=1 setorig=1 ses=0
19:41:10 2674355542mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: SET USER: cprice orig=1
19:41:10 2674355542mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: ADD USER: cprice depth=1 disallow_cw=0 dnd=1 real_call=1 group_call=0 type(CMNTypeDefault) incl(0x0) excpt(0x0), allow_redir(1) remote=00000000 simult 0 (0) r_lic=T
19:41:10 2674355542mS CMTARGET: FoundKnownSystemTargets ICR cache hit
[highlight #FCE94F] 19:41:10 2674355542mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: NO INITIAL TARGETS: cprice[/highlight]
19:41:10 2674355542mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: ADD USER: cprice depth=1 disallow_cw=0 dnd=1 real_call=1 group_call=0 type(CMNTypeDefault) incl(0x0) excpt(0x0), allow_redir(1) remote=00000000 simult 0 (0) r_lic=T
19:41:10 2674355542mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: SELECT: TRY VOICEMAIL orig_hg() orig_user(7995)
19:41:10 2674355543mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: ADD VM TARGET
19:41:10 2674355543mS CMTARGET: 0a0a0a6900004141 17.16705.1 3530 SIPTrunk Endpoint: MakeVoicemailTarget pbx=<null> local=1 type=1

Am I correct in assuming this is the issue?

 

[j.flanagan]

Here's an example of a successful ring and twin.

19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: LOOKUP CALL ROUTE: GID=17 type=100 called_party=7278730433 sub= calling=97272228498@analytics.charter.net calling_sub= dir=in complete=1 ses=0
19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: SET BESTMATCH: length 0 vs -1 match= dest=FHSPMAIN
19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: SET BESTMATCH: length 10 vs 0 match=7278730433 dest=7993
19:57:30 2675336179mS CMCallEvt: Priority hike: call 3537 priority 0->1
19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: LOOKUP ICR: DDI=7278730433 CGPN=97272228498@analytics.charter.net (Destination 7993 ) => CDPN=7993
19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: ADD TARGET (N): number=7993 type=100 depth=1 nobar=1 setorig=1 ses=0
19:57:30 2675336179mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: SET USER: Test user orig=1
19:57:30 2675336180mS CMTARGET: 0a0a0a690000415a 17.16730.1 3537 SIPTrunk Endpoint: ADD USER: Test user depth=1 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeDefault) incl(0x0) excpt(0x0), allow_redir(1) remote=00000000 simult 0 (0) r_lic=
T
19:57:30 2675336180mS CMCallEvt: 0000000000000000 0.16732.0 -1 BaseEP: NEW CMEndpoint f182b284 TOTAL NOW=3 CALL_LIST=1
19:57:30 2675336180mS CMCallEvt: 0000000000000000 0.16732.0 -1 Test user.-1: NEW CMExtnEndpoint f182b284, Name=Test user, Extn=7993, Phys Extn=7993
19:57:30 2675336182mS CMTARGET: 0a0a0a690000415c 270.16732.0 3537 Test user.0: ADD TWINNED PRIMARY twinbusy=0
19:57:30 2675336182mS CMCallEvt: 0000000000000000 0.16733.0 -1 BaseEP: NEW CMEndpoint f1823d2c TOTAL NOW=4 CALL_LIST=1
19:57:30 2675336182mS CMCallEvt: CREATE CALL:3538 (f158fd6c)
19:57:30 2675336183mS CMCallEvt: 0000000000000000 0.16734.0 -1 BaseEP: NEW CMEndpoint f17046ac TOTAL NOW=5 CALL_LIST=1
19:57:30 2675336185mS CMCallEvt: 0a0a0a690000415d 0.16733.0 3538 GHOST:: StateChange: END=A CMCSIdle->CMCSDialInitiated
19:57:30 2675336185mS CMTARGET: 0a0a0a690000415d 0.16733.0 3538 GHOST:: LOOKUP CALL ROUTE: GID=0 type=100 called_party=97275045394 sub= calling=7993 calling_sub= dir=out complete=1 ses=0
19:57:30 2675336185mS CMTARGET: 0a0a0a690000415d 0.16733.0 3538 GHOST:: ADD TARGET (N): number=97275045394 type=100 depth=1 nobar=1 setorig=1 ses=0
19:57:30 2675336186mS CMTARGET: 0a0a0a690000415d 0.16733.0 3538 GHOST:: SYS SC: 97275045394 2 7275045394 sc=type=Dial code=9N, num=N callinfop->sending_complete=1 secondary_dialtone=
19:57:30 2675336186mS CMCallEvt: 0000000000000000 0.16735.0 -1 BaseEP: NEW CMEndpoint f17d4170 TOTAL NOW=6 CALL_LIST=2
19:57:30 2675336187mS CMTARGET: 0a0a0a690000415d 0.16733.0 3538 GHOST:: INITIAL TARGETING SUCCEEDED

 

[j.flanagan]

Okay, to follow up...
I deleted the user
I deleted the Extension
I deleted the ICR

Then I re built them all

Tested, still alerting for 2 seconds then to the user mailbox

I created a test user and routed the ICR to the test user and ext. it twinned out fine, no issues. (ICR is fine)

Then for the heck of it... I created a new extension 7991 and pointed the user to that extension. Test calls came in fine and twinned out fine.

So, I pointed the user back to 7995 and tested and everything is working.

How the heck does changing the extension and then changing it back fix this when deleting and rebuilding the extension didn't work...

 

[critchey]

That is Avaya for you. Pink for posting resolution.

The truth is just an excuse for lack of imagination.