Help? IP Office - Night service Issue

[MWeise]

Hi gang,
I recently picked up a competitors account that has an Avaya IP Office 406. I am kind of jumping in the middle of the way the previous guy set things up (never heard that before huh? ) and I am having issues with the "Night Service". Used to work fine, no worky now, and all I have done to the system so far is move a couple of extensions. There is an extension #299 that is set up for "Night Service" if you dial that extension from anywhere, works great, it was programmed with Night service ON with a short code *20*200# (200 being the Hunt Group) it just gives you the day time message, it doesn't foward to the afetr hours answering service? I think the extension 299 was set in the Hunt group as the fall back number? In any case, any help would be appreciated. BTW, I do not see any Time Profiles set and they are using VM lite (UGH)

Thanks!!
Mike

 

[ProviderReborn]

Just check forwarding for the user and ensure forward huntgroup calls are enabled.
Also check the hunt group which main falls back to is set to hunt and not group or any thing else.

I hope I have understood your thread correctly.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[aarenot]

If it worked before you messed with it, look for a backup file that you can send to the unit to restore the config(.CFG) I would hope you did back ups prior to making changes, if not, you need to learn how before you do anything else, so start from there. With manager open click
File
Save as

then look in the folder that this shows as a place to save the CFG for the last back up made. You can also save the current CFG by changing the name and saving it this same way. I use the release number and date in the fielname to make EZ future reference.

 

[MWeise]

Well their spanky, I have a backup copy of the config. I name mine by version, date and time saved. That would be the one I saved before moving the extensions to different ports. Reloading the backed up config doesn't do a thing, same problem, and the ONLY thing I did was move three extensions. NO

http://WWWWW,

as mentioned, I am walking into the middle of this, the customer states that the night service rolled over until I messed with the extensions. I find that highly unlikely BUT that is what they are telling me. That being said, the question is how do I foward a hunt group to extension 299? I thought the short code was *20*200#? The hunt group is 200. When you dial extension 299, it gives you the night service message and the ability to go to an afterhours service when you hit ZERO.

Sorry, if I wasn't clear with my question in the first post

Mike

 

[ProviderReborn]

As email.

Hi Michael.

Can you answer some diag questions for me please.

What happens if you dial 299 Does this route?

What the happens if you dial 503?

What happens if you put the system in night mode and dial 200 Internally?



I cannot see from the config how it gives the caller the option to press 0 as the Night Group and the Night forwarding Extension does not have VM on!



Also it looks like you have 2 night services.

1 via the shortcode *20*200# and another via the incoming call plan.



If you are not using the automatic time profile I would take it out. It may be interfearing.



Have a look and let me know the above.


ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[aarenot]

Was 299 one of the exts you made changes on?

I wonder if the ICR was set to handle the night service changes. Also, look for a fwd hunt group calls feature trail. It is a user feature which can send HG calls to their FWD destination.

Take a look at the HG fallback tab, there are numerous ways to divert calls to another destination. By time, and service status of the HG.

 

[ProviderReborn]

The only thing I can see adrift on the config is the ICR also has night service and a night service destination set.


ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[aarenot]

Oh,
I have not been called spanky in quite some time, it did make me smile, so thanks for the little chuckle. If I had known you had tried to revert to the previous working CFG, I would not have suggested it. Sorry if I did not communicate it in that fashion. I wonder if it was actually working before you were there, because if the only chnages you made were moving exts, and not the 299 one, and then you restored the old CFG, and it still did not work. That makes it sound like something else was changed as well in the VM or something.

 

[ProviderReborn]

It mentions "0" Break out. But the user has not DTMF Breakouts and it is only an embedded VM so its not in a VM PRo set up any where.
I wonder if their could be an issue on the receiving end rather than locally.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[aarenot]

The only reason to set night service profile, and night service destinations is in order to re-route calls per them. Create a profile to control it, and that should do it.

other option is to eliminate the ICR alternate destinations, and route to HG, using fallbacks to redirect from that point.

 

[aarenot]

Is it possible this would help? The hunt group could be handling the call itself using an out of hours greeting possibly. I have not done this much, but it does work. Check the out of hours greeting to see if they have the one in question recorded for the HG.



Option 3 Different out of hours greeting applies only to Hunt Group mailboxes.

To select a call type:

Log in to your mailbox. For more information, see Logging In.

Press 3 for personal greetings.
You hear a message to confirm which greetings are currently in use and for which call types they are being used.

Press 4 to select call types.
You hear a message to confirm the call types that are currently identified.

Select the required call types:

To use a different greeting for internal and external calls, press 1.

To use a different greeting for calls that arrive when you are on the telephone or that you do not answer, press 2.

To use a different greeting for out of hours calls, press 3.
This greeting applies only to hunt group calls when the hunt group is in night service mode. It does not apply to calls received by an individual user's mailbox.

To return to using the same greeting for all calls, press 5.

When you select several call types and make different greetings active for each, the greeting used for a call is decided using some predefined rules. For information, see Priority order of greeting messages.

Press # when you have finished setting up call types.
The next step is to activate a greeting and assign it the different types of call that you have selected. For more information, see Activating a Greeting.

Notes

If you record a greeting, you do not need to activate it until you need it. This is useful if, for example, you record a greeting message for the times when you are on vacation or away on business.

When several call types have been selected and greetings have been made active for each, the greeting used for a particular call is decided using some rules on the order of priority. Fore more information, see Priority Order of Greeting Messages.

 

[Sylvestor]

This is MWeise, sorry for the delay in getting back to you guys. I have not been able to get into the forum with my old login :-(

In any case AARNOT - I'm glad "spanky" made you chuckle it is a term of endearment here in my office, and I was just being funny I think you might be correct in regard to the 299 being being handled by the HG itself. I will check tomorrow when I am out there and let you know. Thanks for ALL the help!!
Mike

Programmer - Thanks for the help and if you see anything in the config I sent, please let me know. I will try your suggestions.

Ya'll ROCK!!
Thanks to everyone for their input. I will report back if and when I get it fixed!!
Mike