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)
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)