Help reading a monitor log 1

[TXGeoff]

Our operator (Nancy) claims she's not seeing call appearances and has lines idle when incoming calls are sent to voicemail. We just had one happen while I had logging running, and I'm trying to make sense of what the log messages mean. In this particular instance Nancy said she had made an outgoing call and was on the phone when her voicemail light came on. She has four line appearance buttons on her phone and said none of them showed an incoming call. Any ideas?

Thanks,

Geoff

Here's the log entry showing the call that went to VM:


3200055mS CD: CALL: 5.6.1 BState=Idle Cut=1 Music=0.0 Aend="Line 5" (7.6) Bend="" [] (0.0) CalledNum=9483 () CallingNum=99155XXXXXX () Internal=0 Time=0 AState=Idle
3200056mS PRN: PrepareIncomingCall: incoming_group_id is 1.
3200056mS PRN: Setting configured voice gain on ch 5.
3200056mS CMTARGET: LOOKUP CALL ROUTE:5149 type=0 called_party=9483 sub= calling=99155XXXXXX in=1 complete=1
3200057mS CMTARGET: SET BESTMATCH:5149 length 4 vs 0 match=7136XXXXXX dest=Main
3200058mS CMTARGET: LOOKUP INCOMING CALL ROUTE:5149, calling party is 99155XXXXXX. Using destination Main
3200058mS CMTARGET: ADD TARGET:5149 number=Main type=0 depth=1 nobar=1 setorig=1
3200059mS CMTARGET: SET HG:5149 Main orig=1
3200059mS CMTARGET: ADD HG:5149 Main (depth=2 B=CMCSIdle[0])
3200059mS CMTARGET: CHK HG EXCEPTED:5149 Main count=0
3200059mS CMTARGET: ADD USER:5149 NancyK(300, state=Connected) (depth=3 B=0) cw=0 allow redirect = 0
3200059mS CMTARGET: LOOKUP CALL ROUTE:5149 returned 1
3200060mS CMTARGET: SELECT:5149 1 0 TGHG=feec92cc TGUSER=00000000 INCL=00000000 EXCL=00000000
3200060mS CMTARGET: ADD HG:5149 Main (depth=1 B=CMCSIdle[0])
3200060mS CMTARGET: CHK HG EXCEPTED:5149 Main count=0
3200060mS CMTARGET: ADD USER:5149 NancyK(300, state=Connected) (depth=2 B=0) cw=0 allow redirect = 0
3200060mS CMTARGET: SELECT:5149 NO TARGETS, TRY VOICEMAIL
3200061mS CD: CALL: 5.6.1 BState=ReDialling Cut=1 Music=0.0 Aend="Line 5" (7.6) Bend="Main(7000)" [Queue] (0.0) CalledNum=7000 () CallingNum=99155XXXXXX () Internal=0 Time=6 AState=Idle
3200062mS CMExtnTx: v=, p1=1012
CMSetup
Line: type=RAS 1 Call: lid=0 id=1012 in=0
Called[#Main] Type=Voicemail (102) Called SubAddress[7000] SndComp Calling[99155XXXXXX] Type=National (2) Pres=Allowed (0)
BC: CMTC=Speech CMTM=Circuit CMTR=64 CMST=Default CMU1=ULaw
BChan: slot=6 chan=10
Product Unknown
Display [99155XXXXXX>Main]
Cause=16, Normal call clearing
Locale: enu
3200068mS CMExtnRx: v=, p1=1012
CMAlerting
Line: type=RAS 1 Call: lid=0 id=1012 in=0
Product Unknown

 

[tlpeter]

What version are you on ?
There was a version where they changed the way a group should work
I thought it was 4.0.10


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[TXGeoff]

Sorry, that would be helpful wouldn't it? I'm on 3.1.65

 

[Westi]

3200060mS CMTARGET: SELECT:5149 NO TARGETS, TRY VOICEMAIL

is 5149 the group or the extension, do you have call waiting checked on in the User? How do calls get to the phone is it through a huntgroup or directly to the Extension.
I would think it could not call the 5149 group or extension and went to Voicemail.
5149 (I just assume it is the extension) is it an IP phone or digital, was she on the phone or did she put the caller on hold (is busy on held checked on?)
is that happening all the time or just intermittently.
Check the call flows in the voicemail to make sure there is no leave mail action instead a regular transfer

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[TXGeoff]

5149 is the last 4 digits of a number with an incoming call route pointed to a hunt group (MAIN).

Call waiting is checked on the user. If it matters, she is the only enabled user in the hunt group, and it's linear. Her phone is a digital set. She was on a call at the time this call came in, but claims there was no indication of an incoming call, and the only way she knew a call had come in was when her VM light came on. Busy on held in not on.

This has happened intermittently for some time.

Can someone tell me what "depth" means? Is this the number of calls or call appearances active on her extension?

 

[intrigrant]

Nancy seems to be busy when this call is presented:
ADD USER:5149 NancyK(300, state=Connected) (depth=3 B=0) cw=0 allow redirect = 0

 

[tlpeter]

The call queues so i think she does not have "call waithing" enabled



ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[mattKnight]

>Call waiting is checked on the user
but not on the group...


This is also a group call - if a group user is busy on a call, the group does not present any subsequent calls to to user, until they become free regardless of free CA keys.

To get the second call presenting you need to change the ring mode to group. This will enable the group call waiting box and allow you to tick it

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[TXGeoff]

Matt,

That was it! I checked some history and this problem only seems to have been noticed when the hunt group was linear - when Nancy was away or too busy to take calls and we wanted them rolling to other people. Setting it back to Group is the answer.

Thanks very much!

Geoff