Fallback 1

[ipohead]

I've read the KB and threads here but not 100% clear on how this works on R11.0

There's an ICR for calls to an analogue extension to fallback to the main hunt group if busy or no answer but this doesn't seem to work after the fallback time (system default 15s). The KB says this is way to do things. Any idea why?

Anyway I have setting forwarding against the user and it seems OK.

 

[sizbut]

"if the primary destination is a hunt group returning busy and without queuing or voicemail."

 

[ipohead]

Thanks Sizbut. Just for the record Manager Help and the KB say

Default = Blank (No fallback)

Defines an alternate destination which should be used when the current destination, set in the Destination field cannot be obtained. For example if the primary destination is a hunt group returning busy and without queuing or voicemail.

Which to my mind means the hunt group is only an example and in fact anything can be used. Does it being an analogue extension make any difference?

 

[sizbut]

Brain fade on my part, just saw fallback and hunt group and recalled that there we're extra conditions for when it was a hunt group. I can test analog/digital/IP extension tomorrow. Analog is usually only an issue when its an analog line, not for internal analog extensions. Unless that no voicemail condition for hunt groups also applies to extensions.

 

[sizbut]

Just played with it and works for me with an extension as the fallback destination.

The scenarios tested so far work with the following conditions for the original destination extension:

• DND on and no voicemail.
  
  
• All call appearances in use and no voicemail.
  
  
• Extension unplugged and no voicemail (with an IP extension is takes 3-minutes for the IP Office to give up trying to present new calls to the extension and use the fallback instead).
  
  
• Logged out.

So essentially, fallback is used if the system cannot present a new call to the extension and the extension user doesn't have any form of alternate destination setup such as voicemail, twinning, coverage group.

 

[ipohead]

Thanks Sizbut. I've not tried every combination but it looks as though fallback works with a digital but not analogue extension.

Probably because it doesn't know if an analogue phone is connected or not.

All analogue ports show an analogue port even if one is connected whereas digital ports show unknown digital handset if nothing connected.

Anyway call forwarding on the user seems to do the trick.

 

[sizbut]

Hmmm. I had an analog extension involved but may have only done fallback to it, not from it (it was a frantic half-hour of testing at the end of the day). I'll see if I can sneak another 5 minutes.

 

[sizbut]

Further tested, fallback works with my analog extension (Combo card phone port) except for the unplugged scenario. So:

• DND off and no voicemail.
  
  
• On a call and no call waiting and no voicemail.
  
  
• Logged out.