CCR - "The person you have called is not available"

[cmcfarling]

I have an MICS s/w version 6.1 with Flash v2.1. There is a basic CCR tree in place with 5 paths, each going to an extension number. All paths work except one, when the caller presses that path the AA says "The person you have called is not available". Dialing the extension directly works as expected though so there is nothing wrong with the extension. Any idea what would cause this?

 

[allworxguy]

If you think the CCR is set up correctly try rebooting the Flash.

Marv ccna

http://www.telemarv.ca

 

[norstarboy125]

Take a look at the path that isn't working, make sure it's set to xfer int to the proper ext. Does the ext with this problem have a physical phone attached or is it just a mailbox? Just asking cause I've got that same message when trying to xfer a path to just a mailbox ( no phone ).

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[cmcfarling]

I haven't rebooted the Flash yet in hopes of finding the root cause. If rebooting fixes it I suspect it will only be temporary as this has happened before. I can't recall if i rebooted last time or did something like disable/enable the CCR tree to get it to work. Either way I never figured out what it happened. In fact last time there were two extensions that were affected.

There are 5 paths in the CCR tree, each is set up to XFER to an extension that has a physical phone. I've checked the config and it is correct.

I guess I'll go ahead and reboot.

 

[allworxguy]

if you've seen this before and a reboot only temporarily fixes it, you might want to consider a complete reinstall.

Marv ccna

http://www.telemarv.ca

 

[cmcfarling]

I tested it before rebooting and it is now working without me doing anything. Hmmmmm.

 

[allworxguy]

What are testing with, Cell phone?

Marv ccna

http://www.telemarv.ca

 

[cmcfarling]

Yes, inbound call via cell phone.

 

[allworxguy]

DTMF sent from cell phones is unreliable.

Marv ccna

http://www.telemarv.ca

 

[cmcfarling]

Do you mean that number pressed (3 in this case) to transfer to that extension may not be recognized correctly by the system? I can't recall for sure but I think I test from a land line before and had the same result. If/when it happens again I'll be sure to try both.

 

[curlycord]

Correct
In other words cell phones are an unreliable means of testing.

How many times have you heard somebody cut out while speaking with them?
That goes for when people enter digits where it may have cut out so the vmail system did not hear it.

You probably have a little corruption anyways as Allworxguy was getting at and why a REINSTALL may help prevent it again.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[cmcfarling]

Here's some more info on the config, which I left out initially to simplify.

The MICS has a PRI. A few extensions (including the one I'm having a problem with) are configured to call forward to the user's cell phone using routing services. For the problem ext here is the config:

EXT
Fwd No Ans: 704
Fwd No Ans Delay: 2
Fwd on Busy: 704


ROUTING
Dest code: 704 - use route 204
Route 204: use pool PRI-A, external # - 15551112222

When an inbound call comes in it rings twice at the desk and then forwards to the cell number. The "The person you have called is not available" message happens after the two initial rings, so presumably when the call is trying to be forwarded.

Could this possibly be an issue with the number of channels in use? It's a 4 channel Flash. Is that the message a caller would hear if no channel was available?

I'm a little unclear on the channel usage. What exactly constitutes a channel being in use? Since the AA is on full time and uses CCR to direct inbound calls, does every inbound call use up a channel? If so is that channel in use for the duration of the call or just until the caller transfers to an extension?

 

[Multimedium]

The "The person you have called is not available" message happens after the two initial rings, so presumably when the call is trying to be forwarded.

This is usually an indication of a misconfiguration.

It can be that the Transfer Callback delay occurs before the Forward No Answer delay.

System Programming > Feature Settings > Transfer Callback​

Could this possibly be an issue with the number of channels in use? […] Is that the message a caller would hear if no channel was available?

I don't think so. The message is played by the AA. If all the channels were in use, the caller wouldn't hear the message.

I'm a little unclear on the channel usage. What exactly constitutes a channel being in use? […] does every inbound call use up a channel? If so is that channel in use for the duration of the call or just until the caller transfers to an extension?

A channel is a active call.

Let's make a comparison with a Norstar phone, that has 1 channel.

On a Norstar phone, you can have one active call at a time. It can be an external call, an internal call or a conference call, but it can only be one call. That is because the call uses the only available channel.

On a Norstar phone, when a call is put on hold, camped, parked, transferred or released, there is no longer an active call. This is because the channel has been freed.

The Flash works as a Norstar phone, but it has 4 channels. If you want, you can monitor the channels used by the Flash: program an Internal Autodial for each of the 4 DNs connected to the Flash. When the channel will be in use, the indicator will be on.

 

[cmcfarling]

This has been working normally for a couple months but today I was informed that two extension (the same two that were previously problematic) were having the problem.

Every possible fix above (aside from defaulting the Flash) has been checked and today I rebooted the Flash system but the problem was still happening after the reboot. I'm off-site but I had someone on-site disconnect/reconnect both sets from the wall port. After the sets came back online the CCR transfer worked normally for both paths. What would that suggest?

 

[curlycord]

Sounds like an issue with the phone system.

What is the SP code under Maintenance/Version?

You might need 6.1[highlight #FCE94F]MR[/highlight] to fix.....[highlight #FCE94F]MR[/highlight] = Maintenance Release which fixed a few errors.

Its a tough one because you say calling the ext's direct indeed forwards externally without issue.

-What # is the Transfer Call Back and DRT set too?.

For each call (in or out) it uses one PRI/T1 channel.
For each call in voice mail (listening to greeting or checking messages) it uses one vmail channel (2 channels per port).








=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[cmcfarling]

The SP code is 30CQG10 which is the latest MR afaik.

Here are most of the relevant settings for the line and set of the most problematic extension:

DN 3595

Line Access > Prime Line: I/C
Line Access > Intercom Keys: 2
Line Access > Line Assignement: Line 162
Line Access > Line Assignement > Line 162 > Appearance Type: Appr&Ring
Line Access > Line Assignement > Line 162 > Appearances: 1
Line Access > Line Assignement > Line Poll Access: Pool Pri-A
Capabilities > DND on Busy: N
Capabilities > Handsfree: Auto
Capabilities > HF Answerback: Y
Capabilities > Pickup Group: None
Capabilities > Page Zone: Page Zone 1
Capabilities > Paging: Y
Capabilities > Direct Dial: Set 1
Capabilities > Priority Call: N
Capabilities > Aux Ringer: N
Capabilities > Allow Redirect: N
Capabilities > Redirect Ring: N
Capabilities > OLI as Called Number: N
Capabilities > SM Supervisor: N
Capabilities > Call Forward > Fwd No Answer To: 704
Capabilities > Call Forward > Fwd No Answer Delay: 2
Capabilities > Call Forward > Fwd On Busy To: 704

Lines

Line 162 > Trunk/Line Data > Trunk Type: Target Line
Line 162 > Trunk/Line Data > Line Type: Public
Line 162 > Trunk/Line Data > Received Number: 595
Line 162 > Trunk/Line Data > If Busy: To Prime
Line 162 > Trunk/Line Data > Prime Set: DN 3595
Line 162 > Trunk/Line Data > Use Auxiliary Ringer: N

System Programming

Feature Settings > Camp Timeout: 45
Feature Settings > Park Timeout: 120
Feature Settings > Park Mode: Lowest
Feature Settings > Transfer Callback Timeout: 4
Feature Settings > DRT To Prime: N
Feature Settings > Held Line Reminder: N
Feature Settings > Directed Pickup: Y
Feature Settings > Page Tone: Y
Feature Settings > Page Timeout: 180
Feature Settings > Host Delay: 1000
Feature Settings > Link Time: 600
Feature Settings > Alarm Set: DN 3590
Feature Settings > Set Relocation: N
Feature Settings > AnsKey: Basic
Feature Settings > Silent Monitoring: N
Feature Settings > CLID Match: 8


Services

Routing Service > Routes > Route 204 > External #: 15551112222
Routing Service > Routes > Route 204 > Use Pool: PRI-A

 

[Multimedium]

Capabilities > Allow Redirect: N

It should be set to Y.

This setting allows the set to use the Line Redirection feature, but also to forward its calls externally.

Line Access > Intercom Keys: 2
Capabilities > Call Forward > Fwd On Busy To: 704

I don't think this will work.

If the user is connected to an active call on one Intercom button, the second incoming call will ring on the other Intercom button. Call Forward on Busy needs a third Intercom button in order to forward the incoming call externally.

You should test with the current settings first. If it actually fails, you will need to consider adding Intercom buttons.

 

[curlycord]

You typed all that info out? nice.
Sorry didn't mean to repeat channel info.

Redirect On/Off correct on F4 (Call Forward) but does not apply when it comes to Call Forward No Answer or Call Forward Busy in this scenario.


Transfer Callback Timeout: 4
That's pretty low but not an issue.

Might be worth a shot to add another intercom.

How many sets on system? full 23 channel PRI or Fractional?.

"The person you have called is not available"
Would be because it cannot process the call I would think.
It does not make sense that "vmail" is to blame but ok when calling the phone direct.
The vmail transfers the call but it holds onto it unless KSU is given instructions as to what to do with the call, if the instructions have failed then you get that recording.

Plus rebooting the 2 phones fixes it......never heard of this.
Coincidence?


Are the phones on the same module?.

Any other CCRs programmed or just CCR1?
Maybe the TRSF is acting up and acting like an EXT Trsfr at times instead of INT, corruption to the vmail?.















=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[cmcfarling]

19 sets on system
Full PRI
All sets are on the same module
Just CCR1

I guess the next step would be to rebuild the Flash. Next time I'm on-site I'll try to work that in.