Forwarding problem

[einnor1040]

I'm having an issue forwarding an extension. My switch is an 8700.

This office forwards their main number to an answering service at night. No issues.

During the day they forward it to a VDN. The vector is nothing but an autoattendant. When the number is forwarded to the VDN, calls will never go to cover. When you call the vdn directly it will go to cover.

Is there a way to make voicemail answer when the main line is forwarded to the vdn?

 

[DAVIDPAYNE]

Need more information. Show use the vector programming.
What switch version are you on?
How are you forwarding the numbers?

 

[einnor1040]

Switch version is G3 version V12

Here is the vector
01 Collect 1 digit after announcement 350 for none
02 route-to number 5624 with cov y if digit = 0
03 route-to number 5624 with cov y if digit = 2
04 route-to number 5631 with cov y if digit = 3
05 route-to number 5625 with cov y if digit = 4
06 route-to number 5641 with cov y if digit = 5
07 route-to number 5634 with cov y if digit = 6
08 route-to number 5629 with cov y if digit = 7
09 stop

Forwarding with a feature access code #22

 

[DAVIDPAYNE]

What type of voice mail system do you use?
If it is an audix, why not use it auto attendant feature?
Why are you doing the forward? What point do you forward?
Is it based on time of day, what?
The number you are routing to, what are they? Station, VDN. what?

 

[einnor1040]

We use modular messaging.

The main number has to be on the phone so they can forward to the night service.

During the day they want to forward to an autoattendent.

Autoattendents in Modular Messaging suck. Our vendor told us to use vectors if possible.

No time of day. They just forward the line when they leave. This could be anytime.

 

[DAVIDPAYNE]

Still need to know what the numbers are you are routing to.
If they are VDN what does the vector look like. etc.?

 

[dufus2506]

Type the command

change system-parameters coverage-forwarding

Look for: Coverage After Forwarding?

Change that to 'y'.

Carpe dialem! (Seize the line!)

 

[einnor1040]

dufas2506 -That box is already checked Y.

 

[mdefedele]

Keep in mind there is a rule within Avaya that does not allow double coverage. We see this all the time and the main number is usually the culprit. Make sure your main number doesn't use coverage to get to the vdn in the first place because if it does then you will not be able to cover again. The only way around this is to route the call off net and then back in. You can usually do that with the MM and some crafty programming.

Matt--Technical Support, Network Operations Center

ACA-Voice Management
ACE-IP Telephony
Converged+ Certified

 

[AvayaTier3]

To enter an extension that is assigned as a vector directory number (VDN) as the
last point in the coverage path, you must make an administration change. For
more information, see Avaya Aura? Call Center 5.2 Call Vectoring and Expert
Agent selection (EAS) Reference, 07-600780.

The double coverage restriction is lifted as of CM 5.1 when involving VDNs.
On the coverage path form, there is a new setting called "Cvg Enabled for VDN
Route-To Party?" Setting it to Y allows the 2nd coverage to work when it is a
VDN. However, you cannot have a triple coverage.

CM52ScreenRef.pdf

Avaya Aura Communication Manager Screen Reference

03-602878
Release 5.2
May 2009
Issue 1.0

https://support.avaya.com/css/P8/documents/100059378

Page 810

Coverage After Forwarding, this field governs whether an unanswered forwarded
call is provided coverage treatment.

y - Coverage treatment is provided after forwarding regardless of the value of
the Coverage After Forwarding field on the System Parameters - Call
Coverage/Call Forwarding screen.

n - No coverage treatment is provided after forwarding regardless of the value
of the Coverage After Forwarding field on the System Parameters - Call
Coverage/Call Forwarding screen.

s(ystem) - Indicates that call processing uses the Coverage After Forwarding
field on the System Parameters Call Coverage/Call Forwarding screen. To
override the system-wide parameter for a given station, set this field to
y or n.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[jim8048]

I don't think double coverage worked until 5.2.1 SP3. I personally started using it in 5.2.1 SP4. Per the SP4 release notes (page 51 of the PDF) it states that it fixed this in SP3:
The "Cvg Enabled for VDN Route-To Party?" feature on "Coverage-path" worked only for the first "route-to" step in a vector.
I now have call flow that looks like this:
1. Go to vector (VDN)
2. Ring a hunt group which covers to a coverage path which has:
Point 1 = station
Point 2 = station
Point 3 = vector (VDN)
3. Vector routes to a station
4. Cover to the station's VM

Before I installed SP4 the second coverage (to the station's VM) would fail.

 

[Textron68]

If you have any ACD/Agent licensing... Put your main number as the VDN. Create an Agent-ID and skill for in-office hours. Set your vector to when the Agent is logged in it goes to the Announcement and collects digit. If no agent is logged in send it to the answering service. Put a log-in and log-out button on the phone and be done with it.