Can't add pool to auto attendant cover group 1

[1Jumbo]

I have a customer with an older LEGEND with a 4 port messaging system. All 4 ports can be dialed directly. The messaging system is on calling group 770 (as usual). The incoming trunking consists of two trunk pools, pool 70 (a T1) and 891 (one 1FB which overflows to the T1 in pool 70). Someone had set up calling group 770 to pick up both 891 and 70 pools. The customer complaint is that only the one 1FB in pool 891 is picked up by the auto attendant. We were able to verify that by making multiple simultaneous calls to the main listed number which resulted in only one call being picked up and no activity on the other ports. I am thinking the problem is that the T1 ports are not being picked up by AA. I tried to rebuild pool 70 and removed it from coverage group 770. Now I can't get the LEGEND to take pool 70 back to the coverage group, it just beeps at me. Any ideas?

 

[tdaugirdas]

The beeping probably means that pool 70 is currently assigned to some other coverage group - maybe an overflow group. Does 770 currently go directly to voicemail or is there an overflow group involved? If there is an overflow group involved the line pools are usually assigned to the voice mail overflow group, instead of 770. I would do a "print all" to see what is going on more clearly - then you can fix it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[1Jumbo]

Tom,

Thanks for your prompt reply. Unfortuneately, the network to this customer's location does not permit as long of a connection as is required to do a print all. I did look at 770 and it does not overflow. I also did a print of coverage groups and only group 30 shows up there. I agree that 70 or some of its trunks may appear on DLCs or stations. It looks like I have to do a road trip.

Any other suggestions?

 

[merlinman]

My suggestion:

IF you have a similar processor in your lab, do a backup to your computer and then restore that to your Lab Machine.

Backup does not take too long and then you can do a print from your machine.

 

[tdaugirdas]

The overflow would be FROM a voice mail overflow group TO 770 - so if you checked 770 overflow - it would normally not show any overflow. The overflow group would overflow INTO 770. Is there a delay of 3 or 4 rings to voicemail? If so, then there is probably an overflow group involved which has pool 70 assigned - which is probably where you need both pools assigned - not to 770. If there is no delay and the AA answers immediately, then both pools should be assigned to 770 vs. the vm overflow group.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[1Jumbo]

First, thanks for the responses. It pointed me in the right direction. The remote backup wouldn't load (I think because I had the wrong version processor) so that didn't work. Overflow was not an issue since they used DLCs.

I ended up doing a site visit plus more research. Someone had done some creative programming and, as usual, customers don't (or aren't capable to) provide all the necessary details. It turned out that the T1 was used for DID and outgoing as well and the main listed number was coming in as DNIS digits. Routing the trunks to the calling group had no effect. Once we got the LEC to provide us with the magic digits for the main listed number, it was just a matter of recreating the previous programming/routing.

Thanks again. This forum is great. Perhaps someday I can contribute to someone elses dilemma.