Hello, I'm using an Avaya IPO V2 wi 1

[libertyinstaller]

Hello, I'm using an Avaya IPO V2 with 11.043 Essential Edition, 40-telephone numbers on 10 SIP trunks, 30 endpoint licenses, 26 1616 telephones and 2 1416 telephones. The system also has 1-Combo and a 1-Phone 8 (the analogue ports are used for door boxes and faxes). Now that I have explained all of this, I don't think any of it matters (except for version number).

Each telephone has a private line (DID) and they all work.
They have a main hunt group that rings all extensions and it works. ALL CALLS ARE ANSWERED LIVE.
They have an (Hunt Group) out of service button, so that calls Fallback to an 24 hour emergency service and it works.
They have an extension that transfers any call to the emergency service if it rings more than 5 times and it works.

MY PROBLEM​

I added an auto attendant (to screen out robocalls) with one option -Push 5 to complete your call-. All phones ring, but the extension with the forwarding to the emergency service won't forward and if they take the main hunt group (via the button) out of service it won't fallback to emergency service. Disable the AA and everything returns to normal (or works again).
Any thoughts, would be helpful.

 

[TouchToneTommy]

Check if the Action for selector code 5 is Transfer or Normal Transfer

 

[libertyinstaller]

Yes, I've tried both. Both let the phones ring, but neither let's forwarding or fallback work.

 

[teletechman]

Try switching to twinning and test it, I have had issues with forwarding doing this.
Mike

 

[libertyinstaller]

I Thought tried this, but it worked for the 5 ring count and sent calls to emergency center. Group out of service function still doesn't work.

One more thing for all: When AA is engaged and we push 5 for the Main hunt group, when it's out of service the ICR drops or go dead.

 

[IPOLackey]

To find the fail reason you'd need a sysmon trace from a failed call, but I suspect that the issue is actually the Voicemail SIP info is incorrect and the line is rejecting the call.

On the IPO config go to the System|Voicemail tab and change the SIP settings so they have a valid number in there.

If this doesn't resolve then run sysmon with default filters + all the SIP tab and post it up if you need help reading it.

 

[libertyinstaller]

Finally, a solution! I changed to the ICR "Fallback" vs using the Group -> Fallback -> "Out of Service Destination"(Leaving it at "None") and it all works.

Many, thanks to the 3 of you for your suggestions as it made me take a different approach

IPOL: Had complete BTN in group SIP tab at the time of all of this NOT working. However, after engaging monitor and checking off a few extra features (non default boxes), I discovered that the BTN wasn't even trying to transfer out. This made me think so I tried a different approach and switched the ICR to the ICR Fallback it worked, instantly.

Now my though is to try to figure out why it works one way, but not the other.