Coverage Path ignored after queue-to Hunt-Group

[PurpleShirt]

We have a Vector which we use to route calls to a group of people. We either play some announcements if the the shop is closed or queue-to a hunt-group if it's open. In each case where the call isn't answered it ends with an AUDIX System where the customers can leave some message.
The users in the hunt-group have each a coverage path which tests if the call is not answered after 4 rings, in which case it redirects the call to a vector which plays an announcement and ends the call.
Lately we have a problem that the call is never redirected to the vdn which is configured in the coverage path, it rings indefinitely until the agent picks up the phone. No changes have been made since it last worked.

When we call the user directly it works as intended.

We have tried to log out the users and log them in again but it still doesn't work.

Here's the vector:

01 wait-time 1 secshearing ringback
02 # Is the shop open ?
03 goto step 6 if holiday in table 1
04 goto step 10if service-hours not-intable 1
05 goto step 14if service-hours in table 1
06 # Shop is closed because of Holiday
07 announcement400
08 messaging split 51 for extension 16000
09 disconnect after announcement none
10 # Shop is closed because of service-hours
11 announcement401
12 messaging split 51 for extension 16000
13 disconnect after announcement none
14 # Shop is open
15 queue-to split50 pri m
16 wait-time 10 secshearing ringback

What could it be that causes these problems?

 

[joe2938]

where is the rest of the vector steps what happens after step 16?

 

[PurpleShirt]

It ends there. In step 15 the call is queued in the hunt-group 50. The hunt-group 50 consists of the users who work in some sort of a call center.

So basically the call is routed to a member of the hunt-group 50. The user has a coverage path with the conditions don't answer and dnd/sac/goto cover for inside and outside calls with number of rings at 4.

If the call isn't answered after 4 rings it goes to the coverage point 1 which is a vdn of a vector that does this:

01 announcement402
02 messaging split 51 for extension 16000
03 stop

 

[BENANDSERA]

Have you tried doing a list trace stat XXXX? Maybe you could see if its hanging up somewhere or at least going to where it's suppose to go.

 

[PurpleShirt]

I have now tried to do some traces when I call the vector and when I call the station directly.

I have seen that this part is missing when I call the vector, but appears on the traces when calling the station directly.

13:37:24     no answer station      16501
13:37:24     coverage-path  200 point 1

 

[BENANDSERA]

So its definitely ringing station 16501 when you go through the vector but just no being forwarded to coverage path 200 after 4 rings. Could you display the coverage path 200? I would like to see how the inside and outside calls are setup. Not sure if that would make a difference but you never know.

 

[PurpleShirt]

Here's the coverage path:

COVERAGE  PATH

Coverage  Path  Number:  200  $
Cvg  Enabled  for  VDN  Route-To  Party?  n
Hunt  after  Coverage?  n
Next  Path  Number:          Linkage     
           
COVERAGE  CRITERIA
Station/Group  Status
Inside  CallOutside  Call
Active?nn
Busy?nn
Don't  Answer?yyNumber  of  Rings:  4  
All?nn
DND/SAC/Goto  Cover?yy
Holiday  Coverage?nn
Logged  off/PSA/TTI?nnNumber  of  Rings:  4  

COVERAGE  POINTS
Terminate  to  Coverage  Pts.  with  Bridged  Appearances?  n
Point1:  v40000                Rng:      
Point2:                              
Point3:                              
Point4:                              
Point5:                              
Point6:

 

[BENANDSERA]

Coverage path 200 looks good, I was thinking maybe the calls were being treated differently when going through a vector versus directly being dialed inside/outside but that is not the case. I just want to clarify that when a customer is calling into hunt group 50 that the number just rings not just from the customers point of view but from the desk as well. You hear it physical ringing at the service tech's desk? What happens if that station is active(in use) with another customer? Does it just ring forever(from the customers point of view) or after 4 rings goes to go to VDN 40000?

 

[PurpleShirt]

Yes the phone of the user rings. When everyone is busy, then from the customers point of view it rings indefinitely until one of the agents becomes free again, then it rings on the agents phone.
I've opened a ticket with the support company who have implemented this solution, but they aren't responding. I've tried to contact some other partner company who also do Avaya Support.
They've told me that it's normal that it doesn't work because it's an ACD Call. I think it shouldn't be an ACD Call, because the ACD Function in the hunt-group is not activated. Maybe the Hunt-Group information can help?

HUNT  GROUP
Group  Number:  50                                        ACD?  n
Group  Name:  Call  Center                                Queue?  y
Group  Extension:  2000                                   Vector?  y
Group  Type:  ucd-mia
TN:  1    COR:  1    MM  Early  Answer?  n
Security  Code:          Local  Agent  Preference?  n
ISDN/SIP  Caller  Display:                  

Queue  Limit:  unlimited
Calls  Warning  Threshold:        Port:                
Time  Warning  Threshold:        Port: 

LWC  Reception:  none  
AUDIX  Name:                Message  Center:  none

Group  Number:  50    Group  Extension:  2000                  Group  Type:  ucd-mia
Member  Range  Allowed:  1  -  1500
Administered  Members  (min/max):  1      /6      
Total  Administered  Members:  6      

GROUP  MEMBER  ASSIGNMENTSExt                      Name(19  characters)
Ext                      Name(19  characters)      
1:  16501                User

 

[BENANDSERA]

I'm looking at hunt group we have here for customer support(similar to yours), I did notice that are ACD is y. I'm not sure why that would make a difference as far as routing to voice mail though. I think in the past we may had the same problem that your experiencing. All the stations in our hunt group are not set for individual voice mail, in fact they have no coverage path at all. The vector is set up so that if all the users are busy it routes to a specific station that that is setup for voice mail in the vector. Technicians than call that specific number to retrieve voice mail. I don't if any of this helps, still kind of new at this.