HP4K V5 Hunting Issue

[donb01]

This goes back quite a while and just when I think I have the problem sorted out something new comes up.

The problem I'm trying to resolve right now is that I have a hunt group with a PLine and two phantoms to give the receptionist in an understaffed department time to grab the phone. Long story is I had ACD on it and calls queued and everything was fine, except they had customers complaining about how long they had to wait (one person answering phone, scheduling appointments at 4 - 5 minutes a pop, calls back up, there is no overflow person, etc...). They made me get rid of ACD because they live under the illusion she is going to answer all these calls, ask people to hold, and then get back to them before they hang up - because it is more customer friendly to say Hi and then make them wait 10 minutes than it is to queue them.... The problem is not the normal hunt sequence, but when she leaves for a potty break.

The last destination in the hunt is supposed to be voicemail, which would give an announcement with business hours and a 'temporarily stepped away' message. We have a central voicemail at our main site. The system will not let me hunt directly to that number because it's off-PBX. So, as in the past, I have set up a phantom number that is forwarded on everything to the voicemail number that I call "Hunt to AVST" and normally use it as the last position of hunt groups.

Except on the 4000 the call will reach the last phantom and then not move over to voicemail. It will just sit there and ring. I am at a loss as to why that is, and I have messed with it forever.

When I bought the thing I made them give me the full 400 V5 AMO manual in PDF format, but have found some sections (ZAND) that say they are only available in the HTML version. I recall the tech saying once there is a setting that allows hunting to offsite numbers, but they must have gotten a lecture an giving me answers over E-mail for free because he hasn't been responding to my request for what I have to change. I am thinking it is a system parameter somewhere in ZAND, but I don't have that section of the manual. There is a parameter called OVRHUNT but I can't look up what it is.

So if anyone has a clue how to make this work, or someone might have the HTML version of the ZAND section (or whole) of the V5 AMO manual that would be helpful because it's really starting to tick me off and I don't think it should cost me $200 an hour because I don't have one chapter out of the dang book!

THANKS!

 

[Iamnothere]

I hope this works, and I hope it helps.

 

[donb01]

Thank you for that. Convenient timing too because it's easier to get this stuff from home.

Unfortunately what I am looking for does not appear to be in there. I'll probably look at FEASU next - I know I used that to shut off DND right after we installed the switch because the users were using it to block calls from ACD and screwing up the system. Just telling them not to do it wasn't working so I shut it off.

I think I have that stuff in the PDF I have. I'll look there next and comment back if that's not the right spot. Somewhere there has to be a reason why it's not hunting to that last destination on the list.

 

[donb01]

OK, in FEASU there is a parameter HTNW that appears to have something to do with allowing any kind of destinations for a hunt group, but.... It says that in order to use that the FWD parameter in AMO SA must be enabled, and of course all the documentation for AMO SA is only available in the HTML version.... I have the HTML versions of all the 9006 docs right off the CDs, but they supposedly don't distribute it that way anymore.

I'm thinking I might have to pay for a service call just so the tech leaves his laptop unattended while he goes to the bathroom... not that it's ever happened before with the CD set.... )

In 2013 my company will have a 90% probability of replacing all my 9006 stuff. I'm fighting for it all to go to 4000 stuff because that will have the least disruptive impact on our company's business, I have a 25 year history with the vendor, and I already know a pretty good chunk of how to run it. I already have the 4000 V5 in place at one of our clinic locations, and that install went so smoothly no one even knew it happened except the users at that site! If that happens we have 2 weeks in Texas all expenses covered for me to get trained built into the cost. Siemens has the lowest bid right now, and that's not even final pricing yet, but I'm trying to figure out if one of the higher ranking people on the task force has some hidden agenda to switch platforms. I'm hoping with the training class comes all the documentation!

 

[Iamnothere]

If Siemens is involved with your bidding, are they proposing HiPath 4000 V6 or OpenScape Voice?

 

[Iamnothere]

Regarding the training documentation, if you attend maintenance training, you get all the installation & service docs. If you attend only the administrative (Moves, Adds, Changes), then you only get those docs.

 

[donb01]

Black Box is bidding the Siemens stuff and they are bidding 4000 V6. I assume that's a combination of me already having the 4000 platform, and because I want a hybrid system. When I originally got the 4000 I budgeted off a bid price I was given with them knowing it was budgetary, and when I finalized the purchase I received substantial discounts - so substantial in fact that I added a bunch on to the system before I told anybody what they were!

I am expecting they are putting me in the maintenance training. They have long since accepted the fact that I have been almost fully self-maintaining for the past 12 years. The only things I've paid them for were upgrades and a couple of hard disk failures, and I did the last two of those myself as well. I'm not a caocky about the 4000 because there is a lot in there I don't know, but I can get around well enough to be dangerous

I am trying to remember - is the openscape voice the 8000 platform come back, or is that what I considered to be an "SMB" system they demonstrated at a mini trade show late in 2009 - that was incredibly cool, but seemed that it wouldn't be big enough? Plus about 80% of my users wouldn't be able to understand some of what it did with all the PC integration. I will have about 1800 stations/devices spread across about 10 locations networked together - right now networked by DS1, and each major site has its own PRI coming in for external calling with a few COs for backup. I asked for a hybrid system because I want some redundancy in case something happens to the network because I'm in a hospital setting and don't want to lose everything because the IT folks screw something up. I also have a lot of analog stations yet that probably won't go away.

 

[Iamnothere]

OpenScape Voice is the re-branded name for the HiPath 8000. It's a pure SIP system. All of your HFA phones could be re-flashed to function as SIP phones, but your TDM phones would go bye-bye. It's a nice server-based system based on Linux.

HiPath 4000 V6 is also based on Linux. Your existing HiPath 4000 must be based on the cPCI common control shelf. The DSCXL boards will be replaced with DSCXL2 servers. V6 is Linux-based. At this time the V6 training is one week in length, and you must be V5 maintenance trained to attend. V6 can also run on customer-provided servers, such as the IBM 3550 M3, but you lose shelves 1-15 if using the customer-provided server solution, as it supports only IPDA shelves 17-99. Your TDM and HFA phone investments would be protected. Please post if/when you know when you are heading to training in Irving, TX.

 

[donb01]

The 4000 V5 must be unix yet then - I've been in there poking around and it's kind of hard to tell them apart. I suppose if I go look at the boot image I could tell by the name. The hardware is from March 2010 - Rack mounted brain and 2 cabinets right now. The plan as I understand it is to move the brain to the main site and upgrade it to 6, and put survivable IPDAs at all the remote sites. We would use the PRI and would convert the DS1s to additional data bandwidth or something like that. Don't keel over, but I rolled it out with all Optisets.... It replaced a 150H 3.0 and that kept me from having to buy all new phones. I know 6 no longer will support the optisets. I'm not looking forward to the openstage phones - I don't like them, and wish they would have kept the 420s around. I have one OS40 on my desk at the main site, and there is one next to the 4000 - i had to learn about IP on something. The IT department, of course, has 3 Cisco SIP phones I managed to get running off of it, and I have a couple of opticlients set up. Our network is too primitive to dump too much voice traffic on it. That is changing in 2012 - the plan is to make the network solid and compliant, and then follow with the telephony in 2013. Maybe by then they will come out with some more attractive endpoints!!

Not to change the subject, but do you have any clue why I can't get my hunt group to pass the call to a local phantom that is forwarded to voicemail back on my 80EX? There is one other thing that I saw that has me wondering - I think the default number of forwarding hops is defaulted to 1 in the system - maybe that has something to do with it. I'm grasping at straws right now!

 

[Iamnothere]

Yes, V5 uses Unix as its administrative OS.

"Supported" does not necessarily mean "will not work".

And regarding the feature not working, sorry - I was a station addict and I had to give it up. For the sake of the wife and 5 kids, I no longer do stations/features.

But if the call is being "forwarded" via a digital trunk e.g. Cornet, don't forget to set TDCSU parameter FWDX to "5" or higher.

 

[donb01]

Well.... I checked the TDCSU on the CorNet span and the FWDX was set to 1. Of course that documentation was only available in the HTML version as well.... sigh... So in a burst of testicular fortitude I just went ahead and changed it - figuring I could always change it back. I have no idea what I just did because I don't have that section of the book, but the circuit still works

I called the clinic in question and asked them to try it again tomorrow and see if it works - hopefully that will make a difference.

 

[donb01]

That didn't work either. I called it and watched it on the screen. It would hunt all the other phantoms on that phone, but as soon as it got to the one that's forwarded it just ignores it and stops on the one before it.

I know on 9006 if you have a phone in an hunt group and then set forwarding at the station it will "remove" it from the hunt group while it's forwarded - but that never applied to phantom extensions. I just changed the phone to forward up the line instead of hunt - if that doesn't work I'll make them pay someone to fix it and then make him tell me what he did....

 

[Iamnothere]

Sorry. That FWDX parameter controls the number of forwarding "hops" via Cornet. I think it defaults to "1" but we typically always set it to "10". As I have said, I don't do stations. Somebody else needs to step up for this one!