converage answer group problem 2

[tbitner01]

Colleagues,

I'm having a problem with my converage answer groups in the path not rolling over to the last point which is a voice mailbox extension.

In my coverage path I have three points c33, c34, 2070. C33 has 4 extensions, c34 has two extensions, and 2070 is the voice mailbox. Call successfully roll from c33 to c34 but just ring forever on C34 and never go to 2070.

I've tried adjusting the RNG field on each point but it doesn't help.

Thanks for any help!

 

[tbitner01]

sorry I spelled coverage wrong!

 

[koglass]

Do you have an Intuity VM or MM VM. If so the last point should more than likely be the Hunt Group number for the VM not the extension number.

 

[tbitner01]

We have a VM. Why do I place it in a hunt group? I tried to place ext 2070 in a coverage answer group and place at the end of the coverage path and that did not work.

 

[Zen216]

if 2070 is just a vm box, and not associated with this coverage path,, then you would need to route it through vdn/vector\(if you call 2070, and its cov path takes you to the coverage ans groups, and then to vm,, then just put in hunt group number for third point)

ie.. you call 2100, its coverage path is the one you listed above,, then the third point would be v1234
vdn 1234 goes to a vector with one step
1 messaging skill xx for extension 2070
where xx is the number of your hunt group for the vm,, usually something like 99

if you dial 2070 and its coverage path is whaty you listed,, then the third point would be hxx, where xx is the hunt group # for your vm,,,

I hope I am making sense...

 

[koglass]

Is this something you are trying to install for the first time? Has VM been in and is working for others? If so display a coverage path for other stations and mimic the coverage path to VM.

 

[tbitner01]

Zen, sorry for the late response, I've been trying a couple ways to try to get this working.

2070 is indeed just a vm box not associated with this cov path. Currently, 2070's own cov path is 2. Cov path 2 is nothing more than h99 for voicemail.

The employees don't want a vector because they don't want to login/logout. In your vector example, do you still have to login/logout?

It makes sense, thanks!

 

[Cathal71]

I had a similar problem before and the only way I got around it was making the voicemail box a remote coverage point. The voicemail box was indiallable and the last point in the cover path was r1 where r1 was the full national number of the voicemail extension.

 

[SF0751]

In the example that Zen provided, there is no login/logout needed. I've used similar coverage paths with VDN/Vectors for non-call center departments.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[tbitner01]

ok, I got the coverage path working (number 33) correctly with the new VDN as point 3. If I put this coverage path in my extension it rings correctly and goes into the vector then to 2070 voicemail properly.

Now when I rolled this out to the employees it still doesn't work! I hear hold music and it eventually rolls to the operator. Here's what's different: The coverage path for their extensions is actually voicemail (number 2). If I login to Audix, the covering extension for their voicemail is 5200. If they press zero during their voicemail it will go to extension 5200 which has the 33 coverage path.

I know that sounds confusing, but there seems to be a problem with "zeroing out" of voicemail and going to the 5200 extension that has the 33 coverage path. It doesn't behave the same has just entering coverage path 33 in the employees extension.

Thanks!

 

[SF0751]

A call cannot be double-covered. The call has already gone to a coverage path (2) and the same call cannot go to a second coverage path (33).

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[tbitner01]

SFO751, I'm not sure exactly what double-covered means. I only have one coverage path listed for the extensions, not two. Here's a call flows through what I've setup:

A call comes into ext 2000 then rolls to cov path 2 which then goes to Audix voicemail. During the message the caller has the option to zero-out to the Covering Extension field in Audix. This covering extension is 5200. So after the caller presses zero, it goes to 5200. This 5200 extension has cov path 33. For some reason cov path 33 behaves differently when it's reached by zeroing-out to ext 5200, as opposed to just entering cov path 33 in ext 2000.

Thanks!

 

[SF0751]

Maybe a call flow diagram will help:

CALL --> Ext 2000 --> CovPath 2 --> Audix VM "0-out" --> Ext 5200 --> CovPath 33.

As you can see, the call hits coverage twice, and Avaya does not allow that. Does this help?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[tbitner01]

It finally works! There seemed to be a couple problems that prevented coverage path from rolling to a different voicemail...here's a recap.

1. When calls went into CovPath 33 the amount of rings between groups can't exceed 8 total. For example -

DOESNT WORK (just goes to operator after point 3):
c33 (3rng) -> c34 (3rng) -> c33 (3rng) -> v8091

WORKS (goes to the vm in the vector):
c33 (3rng) -> c34 (2rng) -> c33 (3rng) -> v8091


2. The coverage path can't have 2070 as the last point and expect calls to go to that voicemail. Since the call came from zeroing-out to ext5200, using h99 as the last point would also not work because the call would then go to 5200 voicemail. A VDN needs to be the last point (ie v8091), that points to a vector with one line of code:
"1 messaging split h99 for extension 2070"


THANKS EVERYONE FOR YOUR HELP! There was a lot going on with this which made it tough to troubleshoot indeed!

Todd