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Embedded Voicemail AA Issue

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BTU789

BTU789

Programmer
Jan 22, 2008
142
US
Hi all, after upgrading the customer to 5.0.8 thier ip office has had some issues. The latest is with the embedded voicemail. Here is the situation.
Calls come in to main hg. The main hg has only the receptionist in it. Then after 5 rings the extensions in the overflow group ring a few times and then it goes to the main hg mailbox. It should go to the AA. In the ICR for the main number the destination is set as 200 Main. The Fallback extension is set as AA:Day2.
In the main hg I have 2 overflow groups. Overflow has other exts in it. Overflow 2 has a phantom ext in it. The phantom ext has forward unconditional set to forward calls to shortcode 600. Shortcode 600 has the feature Auto Attendant and a telephone number as "Day2". Day2 is the name that I gave the AA.
Now when I set the main number's ICR destination as AA:Day2 I get the AA right away. I think I'm missing something but I can't put a finger on it.
Please help.
Thanks,
Brian
P.S. This is a IP 406V2 control unit, with a DS30 connected to it.
 
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Hi Bas1234, I tried your suggestion and it also does not work. I'm going to delete and reprogram all the HG's and associated items. I'll check back in with the result. Thanks again to all the responses.
 
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Ok. I should've done each item one at a time, but it now works. I deleted and reprogrammed 3 HG's, the AA, SC, Phantom user and extension. Now I can finally tell the customer that all is fixed and working. BIG, BIG THANKS to all who replied with their input. I did use some of the advice listed above.
Later,
Brian
 
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Now I have another issue. In the AA actions I have 0 normal transfer to reception, 1 dial by number, and 2 dial by name. But how do I make calls go to the HG voicemail box? If I tick the mainHG 'voicemail on' box the callers don't hear the menu options recording for *8401 in the AA settings. The calls ring reception then overflow1 then go to mainHG voicemail box. It doesn't see overflow2 that has the phantom user that is forwarded to the AA. For now I have the reception extension voicemail on so at least callers will get some sort of mailbox. Any suggestions?
Thanks,
Brian
 
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The second overflow needs to be set in the same place as the first i.e in the first groups overflow box not in the second groups overflow box :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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Both overflow groups are set in the mainHG overflow group list. I have overflow1 with 24 users as the first listed group, then overflow2 with one phantom user forwarded to AA as the second group listed. Also, if the caller presses nothing the AA greeting plays over again. How do I make it if nothing is pressed it goes to the mainHG voicemail box?
Thanks.
 
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The way i usually test something like this is step by step. test the short code then the user. then the hunt group. see where is breaks. I do it this way all the time with Embedded and it works. it is just a matter of figuring out where its broken.

Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries
 
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Also make sure the ring type isn't "Group" or it will not work :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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Sorry, you already loked at that :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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The ring mode for mainHG is sequential, overflow1 is collective call waiting, overflow2 is rotary. They all have overflow mode as group.
I can't test all the settings because I'm not on site. I'm using logmein to remote into the system. I can only dial the main number for testing.
 
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It will be following the Main HG's voicemail answer timer an that is happening before it has time to go to your Menu.

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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you may be able to test remotely. change the ICR to point to the short code. then change to the user and so on. I do it all the time with the main group set as collective and the overflow set as Sequential. if you want me to take a peak at your config you can send it to kwingatcarouselindustriesdotcom.

Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries
 
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The mainHG voicemail answer timer is set to 36 and overflow timer to 18. The two overflow groups voicemail answer timer is set to 45.
Kwing I'll send the config shortly.
Thanks,
Brian
 
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The mainHG voicemail answer timer is set to 36 and overflow timer to 18. The two overflow groups voicemail answer timer is set to 45"

Thats's your problem, as the overflow timer is 18 secs it waits 18 secs beofre rolling over to your 1st Overflow group and by the time it has finished ringing the first overflow group 36 seconds has passes and so it is going to voicemail :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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Put you MainHG voicemail answer timer up to 45 secs and you should be good :)

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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Did it turn out to be the timer?

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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The VM was off on the group when i looked at it. Also he had the phantom extension as a SIP ext not H323. I am not sure that make a difference.

Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries
 
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I put the mainHG voicemail answer timer to 45. It did not work. At this point if I tick the main hg voicemail on box the calls don't go to the AA. They just go to the main hg mailbox after overflow1. Overflow2 has the phantom user that forwards to the AA. I was thinking of creating another phantom user so people can leave a message, sort of like a general mailbox. Also, Right now if a button is not pressed; the AA greeting plays again. Is that normal? Or should it disconnect?
 
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I don't currently have an embedded card so I can't test the setup by using your config. For testing purposes what happens if you make the second group the first in the overflow list, does it then go to your Menu?

ACS - IP Office Implement

"What the Crocodile Hat....was that?
 
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I changed so many things, so many times, I don't remember if I tried that! lol I'll try that later when all thier worker's go home.
 
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Yes, second group first goes to AA menu. When I put it back the way it was it still does the same thing. Oh well back to the drawing board. Thanks
 
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