Disbtribution not reaching all users on mobile twinning + One-X App.

[rossonomous]

Hey all, first post here but looking for some help on an issue that I can't get my head around.

Background: We recently configured Mobile twinning and this is used paired with the One-X for IP Office App. This app is very old, it's not even available on the playstore anymore but Avaya sent us the package for manual installation on Android devices. Generally, mobile twinning seems to work fine and making calls through the app is working fine too. We're able to put calls on hold, transfer, etc.

Problem: We have 45 users in our main distribution group, all are twinned with their mobile number and all options are selected on the mobility tab (We have sufficient licenses). The issue is that only a select number of peoples are receiving calls on rotation, the same 7 people in fact. No one else in this group is getting distributed to. The group is set to Rotary. The user profiles are all the exact same with the same settings and all users are ticked in the group. If I untick all the users that are successfully receiving calls, the system is forced to choose someone new and this seems to work. So I don't understand why the same users are called on repeat and it's not utilising everyone in the group? Some people may be on DND, but not 30+ of them.

In addition to this, I have another hunt group with 3 people. None of those 3 can receive calls and the number goes to default voicemail after some time. However, if I call one of them directly using the app then the call goes through (But it doesn't ring. There are just a few secs of silence and then I hear them answer). If I add myself to this group, I get test calls straight away. So I've also no idea why none of these users can receive hunt group calls (the option to receive hunt group calls is selected).

Sorry for the wordy post. If some aspects don't make sense then I can elaborate or give examples.

Thanks in advance.

 

[sizbut]

And the group's Ring Mode is? Try changing it to Rotary or Longest Waiting.

How many external line does the system have? etc.

What is SSA reporting?

If the same 7 people get the calls, what happens when you put in an eigth call?

Sorry, but we need to drive out some more clues.

Stuck in a never ending cycle of file copying.

 

[rossonomous]

As mentioned, ring mode is Rotary.

We're licensed for 15 lines. I've been testing it when all lines are free.

There are 45 people in the group. An eighth call cycles back to one of the same users again - but more often than not, 3/4 users are used on repeat and then the 5,6,7th get occasional calls.

System status shows the call going to those people. If I disable all of those people I see it very quickly cycle through some other users and then land on someone new.

No problem, I can try to answer anything.

 

[rossonomous]

So just now, I've disabled everyone in the group apart from 10 users. 5 of these are ones that keep getting calls and 5 are those that don't receive any calls. I made 10 test calls and it just cycles through the same 5 people twice. All users are enabled, all users are reachable via the app and don't have DND on. All user profiles have the same settings.

edit: If I remove these 5 people then calls start cycling the leftover people. Somehow, these numbers seem to be getting priority.

Spitballing here, but could it have anything to do with the users internal handset being turned on/off?

 

[sizbut]

7 twinned calls are going to use 14 lines. Why the 15th call still doesn't ring internally I don't know without see the full config but its not going to twin. Without more lines the system is at max capacity.

Why calls always start with the same users, no idea. But of your 45 only 7 are every going to have calls going on at any time.

Stuck in a never ending cycle of file copying.

 

[rossonomous]

Just to ensure we're on the same lines here - It's not a case that 7 phones are ringing at once and this occurs. We're not particularly busy and will only receive a max of 3/4 calls at one time. We never reach maximum capacity, even with twinning.

If I make 20 individual phone calls, one at a time, I only get to the same 7 people. Unless I'm missing a concept here, I still don't see why 20 phone calls wouldn't ring 20 different extensions if done one at a time?

 

[joe2938]

The phones that do not ring from the hunt group, are you able to call them directly? Maybe do not disturb is activated, just taking a stab here.

ACSS IP Office AIPS IP Office

 

[rossonomous]

Yes, I've mentioned a couple of times above that users are reachable directly on the app and don't have DND on. Thanks

 

[rossonomous]

I'm trying to test a theory at the moment, which is quite hard being away from the office. I have a suspicion that the internal handsets being turned off could be affecting hunt group calls. I got a colleague to go and check all phones were turned on and now the hunt group appears to be cycling through everyone that's available.

It's just a theory, can anyone validate this by chance? Or is this coincidental?

 

[derfloh]

Ensure that 'twinning when logged out' is enabled for the users.

IP Office remote service
Fixed price SIP trunk configuration
CLI based call blocking
SCN fallback over PSTN

 

[rossonomous]

Check - This has been enabled for all users since the start.