Coverage Remote Help 4

[rileysj2]

Hello Everyone!

We have a vector for our Service Desk calls that basically dials an external answering service if our Service Desk doesn't answer. So in this vector is a hunt-group with coverage, and the coverage path includes a coverage answer group (the Service Desk phones) as point 1. Then it has a Coverage Remote as point 2 that goes out to the external answering service. Then it finishes up with Voicemail as point 3. This is working as intended if I call from any extension inside our company, or even use EC500 from my cell phone. In fact, if I just dial it from my cell phone, it works as well. However, if any external number dials our vector (let's say my house phone), Point 2 on our coverage path just fails and goes straight to Point 3, which is voicemail. This doesn't bode well especially if we have any users traveling without access to an internal extension.

I have run traces of the hunt-group when calling from both internal and external numbers. For some reason, when viewing the trace from my house phone into the vector, I noticed that at Point 2 of the coverage path, it's showing that there is no answer trunk-group 1 (I highlighted this in my trace information below). I don't understand how or why this is going to trunk-group 1, it seems to take a different trunk, then tries to go out another trunk in the middle of it.

Can anyone help explain this, or maybe shed some light on it? Please feel free to follow-up with questions, and I'll try to answer them as best as I can.

Thanks,
Stan

list trace hunt-group xxxxx Page 1

LIST TRACE

time data

14:33:29 busy cid 0x2fd8
14:33:29 Calling party trunk-group 1 member 1 cid 0x2fd8
14:33:29 Calling Number & Name xxxxxxxxxx NO-CPName
14:33:29 dial xxxxx
14:33:29 ring hunt-group 1 cid 0x2fd8
14:33:29 G711MU ssff ps:20
rgn:25 [x]:2966
rgn:25 [x]:2068
14:33:29 G711MU ssff ps:20
rgn:25 [x]:3008
rgn:25 [x]:2062
VOIP data from: [x]:2068
14:33:39 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:8 WC:0 Avg:0
14:33:39 Pkloss:* * * * * * * * * *: Oofo:0 WC:0 Avg:0
VOIP data from: [x]:2062

list trace hunt-group xxxxx Page 2

LIST TRACE

time data
14:33:40 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:20 WC:0 Avg:0
14:33:40 Pkloss:* * * * * * * * * *: Oofo:0 WC:0 Avg:0
14:33:49 no answer cid 0x2fd8
14:33:49 coverage-path 670 point 2 cid 0x2fd8
14:33:49 call-forwarding 91866772
14:33:49 ring trunk-group 561 cid 0x2fd8
14:33:49 IGC removed
rgn:1 [x]:2440 (PN1)
rgn:25 [x]:2054 (GW21)
14:33:49 G711MU ssff ps:20 - IGC created
rgn:1 [x]:2328 (PN1)
rgn:25 [x]:2158 (GW20)
14:33:49 xoip options: fax:Relay modemT tty:US (igc)
xoip ip: [x]:2328
14:33:49 xoip options: fax:Relay modemT tty:US (igc)
xoip ip: [x]:2158

list trace hunt-group xxxxx Page 3

LIST TRACE

time data
14:33:49 G711MU ssff ps:20 - IGC created
rgn:1 [x]:2328 (PN1)
rgn:25 [x]:2158 (GW20)
14:33:49 dial 91866772xxxx routeREFIX|FNPA|ARS
14:33:49 route-pattern 10 preference 1 location ALL cid 0x2fd8
14:33:49 seize trunk-group 561 member 8 cid 0x2fd8
14:33:49 Setup digits 1866772xxxx
14:33:49 Calling Number & Name xxxxxxxxxx NO-CPName
14:33:49 Proceed trunk-group 561 member 8 cid 0x2fd8
14:33:49 idle trunk-group 561 member 8 cid 0x2fd8
[highlight #FCE94F]14:33:49 no answer trunk-group 1 cid 0x2fd8[/highlight]
14:33:49 coverage-path 670 point 3 cid 0x2fd8
14:33:49 dial xxxxxxxxxx route:AAR
14:33:49 term trunk-group 14 cid 0x2fd8
14:33:49 IGC removed
rgn:1 [x]:2328 (PN1)

 

[joe2938]

is trunk to trunk answer enabled on system par features

 

[kyle555]

Well, the **** in the packet loss section of your trace tells me that there could be an IP problem.

Now, if you're saying an EC500'd station calls in a trunk and gets thru your flow to the far end toll free, but any other # calls in and is transferred along in a setup message to the far end toll free and fails, I'd think you might have a far end toll free problem.

Toll free can be funny like that. It's not toll free, its toll reversed and the provider has to be accountable to the owner of the toll free as to who called. That limitation could be that you're only allowed sending DIDs that belong to you as CLID out your circuits when calling that toll free number or your call might be rejected.

EC500 is seen as a local extension, so it would likely send your DID or main office number out.

Can you get the terminating number of the toll free? Try using that instead. Otherwise, in the vector that routes to the toll free, you can turn on VDN Override and put the VDN in your public unknown numbering table so that calls that leave through that flow will carry the VDNs CLID (which could just be your main number anyway)

Give that a shot and report back!

 

[kyle555]

Oh, and what joe said too

 

[rileysj2]

Joe,

On page 1, I see 'Trunk-to-Trunk Transfer: all'. Is that what you are referring to?

 

[rileysj2]

Kyle,

I can successfully dial the answering service 866xxxxxxx from my house phone without issue. So it's not getting rejected.

 

[joe2938]

yes that means you allow a call to come in on 1 trunk and allow it to transfer out to another trunk.

 

[kyle555]

I understand you can call the answering service toll free from your house phone

Can your PBX send your home phone # as clid on your PBX circuits to the answering service's toll free is the question you want to know the answer to.

Is there any difference if you substitute the terminating number for the toll free number in your vector?

 

[4merAvaya]

If the incoming call is a toll-free number on ISDN trunks and you are trying to send it out to a toll-free number over the same trunk group, the carrier may be rejecting the call. There are certain 'rules' in ISDN that prevent toll-free to toll-free calling.

If this is the case, there is a way around it:

Define a new Network Specific Facility code (change isdn network-facilities):

NETWORK-FACILITIES
Facility Facility
Name Type Coding Parm Name Type Coding Parm
sub-operator 0 00110 mega800 1 00010
operator 0 00101 megacom 1 00011
outwats-bnd 1 00001 inwats 1 00100
sdn 1 00001 wats-max-bnd 1 00101
accunet 1 00110 lds 1 00111
i800 1 01000 multiquest 1 10000
strip3 3 n n

In the example above it is 'strip3' with a Type of 3.

Add that NSF to the Route Pattern used to call the toll-free number:

display route-pattern 1 Page 1 of 3
Pattern Number: 1 Pattern Name: EGV Lcl
SCCAN? n Secure SIP? n
Grp FRL NPA Pfx Hop Toll No. Inserted DCS/ IXC
No Mrk Lmt List Del Digits QSIG
Dgts Intw
1: 11 1 200 1 n user
2: 11 1 200 1 n user
3: 10 1 200 1 n user
4: n user
5: n user
6: n user

BCC VALUE TSC CA-TSC ITC BCIE Service/Feature PARM No. Numbering LAR
0 1 2 M 4 W Request Dgts Format
Subaddress
1: y y y y y n n bothept strip3 none
2: y y y y y n n bothept strip3 none
3: y y y y y n n bothept strip3 none

Kevin

 

[rileysj2]

Kyle,

I don't think there is a difference, I would need to get the terminating number from the answer service, if they would be willing to provide it to me.

 

[7deedtz]

Make sure trunk to trunk is enabled on all trunks
also increase number of rings on cover point 2

try that

 

[rileysj2]

7deedtz,

Thanks for your reply. I have verified that trunk to trunk is set to all and I also increased the number of rings on the coverage path, but the problem still persists.

So what I'm unclear about is if I call from my desk phone, everything works well, it stays on the trunk. If I call from my house phone, it seems to want to leave the original trunk, 561 and go to trunk 1 where apparently trunk 1 is getting no answer. I'm not sure what is causing that. I think if I can figure that out, it may reveal the issue.

Thanks to all of you for your help and time with this.

 

[joe2938]

on your system parm coverage screen, is coverage enabled off net?

 

[rileysj2]

Joe2938,

Yes. Coverage of Calls redirected Off-Net Enabled? y

 

[joe2938]

make a specific entry in ARS for the off site telephone number and point it out another trunk group other than trunk group 1 and retest from your home phone

 

[joe2938]

Also on you point 2 coverage remote table did you include the 9 toi access your outside line assuming 9 is your ARS access code

 

[rileysj2]

Joe2938,

The 9 was already in place on the coverage remote table entry.

Adding a specific entry in ARS did the trick!!!! IT'S WOKRING!!!

Thank you soooooo much for your help.

 

[joe2938]

ok we work for pink lol