Hunt group and announcments not working 1

Armstrong2012 · Jun 26, 2013

I am running CM 4.x and when I create a hunt group I do not have the option to enter the announcement on that screen. I have tried to create a work around but I can't seem to get it to work.

What should happen is a call should dial 62009 and then:

Call to 62009 ----> coverage path 124 ------> route to hunt group 800
------> redirect to VDN 60741 -----> enter vector 820 ------> hear
announcement 52502

What happens is that people call and it rings and rings but no
announcement is played. I know the hunt group works because if you
take away the redirect to VDN 60741 calls are placed in queue.

This hunt group was recently setup a few days ago.

Here are some traces:

Dial Hunt group 800 directly 62372:

09:05:26 ring hunt-group 800 cid 0xea5
VOIP data from: 10.253.196.24:3288
09:05:35 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:12 WC:1 Avg:0
09:05:35 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
VOIP data from: 10.253.196.24:3288
09:05:43 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:05:43 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
VOIP data from: 10.253.196.24:3288
09:05:53 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:05:53 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
09:06:03 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:06:03 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
VOIP data from: 10.253.196.24:3288
09:06:13 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:06:13 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
09:06:15 idle station 43000 cid 0xea5

Dial VDN 60741:

09:07:36 active station 43000 cid 0xed4
09:07:36 G711MU ss

ff ps:20 rn:1/1 10.253.202.114:2572 10.253.196.23:2816
09:07:36 xoip: fax:T38 modem

ff tty:US 10.253.196.23:2816 uid:0x86af
09:07:39 dial 60741
09:07:39 term vector 820 cid 0xed4
09:07:46 active announcement 52502 cid 0xed4
09:07:46 hear annc board 017V9 ext 52502 cid 0xed4
09:07:46 G729 ss

ff ps:20 rn:1/7 10.253.196.23:2828 192.168.2.13:2222
09:07:46 xoip: fax

ff modem

ff tty

ff 10.253.196.23:2828 (igc)
09:07:46 xoip: fax

ff modem

ff tty

ff 192.168.2.13:2222 (igc)
VOIP data from: 10.253.196.23:2816
09:07:48 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:07:48 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
VOIP data from: 10.253.196.23:2816
09:07:56 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:07:56 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
09:07:57 idle announcement cid 0xed4
09:08:02 active announcement 52502 cid 0xed4
09:08:02 hear annc board 017V9 ext 52502 cid 0xed4
09:08:02 G729 ss

ff ps:20 rn:1/7 10.253.196.23:2832 192.168.2.13:2224
09:08:02 xoip: fax

ff modem

ff tty

ff 10.253.196.23:2832 (igc)
09:08:02 xoip: fax

ff modem

ff tty

ff 192.168.2.13:2224 (igc)
VOIP data from: 10.253.196.23:2816
09:08:06 Jitter:0 0 0 0 0 0 0 0 0 0: Buff:11 WC:1 Avg:0
09:08:06 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
09:08:11 idle station 43000 cid 0xed4

Dial 62009 while active hunt group:

09:31:59 active station 43000 cid 0x10c9
09:31:59 G711MU ss

ff ps:20 rn:1/1 10.253.202.114:2572 10.253.196.24:2588
09:31:59 xoip: fax:T38 modem

ff tty:US 10.253.196.24:2588 uid:0x86af
09:32:05 dial 62009
09:32:05 ring station 62009 cid 0x10c9
09:32:15 no answer station 62009 cid 0x10c9
09:32:19 coverage-path 124 point 1 cid 0x10c9
09:32:39 no answer hunt-group 800 cid 0x10c9
09:32:39 coverage-path 124 point 1 cid 0x10c9
09:32:40 G729 ss

ff ps:20 rn:1/7 10.253.196.24:2600 192.168.2.13:2146
09:32:40 xoip: fax

T modem

T tty:US 10.253.196.24:2600 (igc)
09:32:40 xoip: fax

T modem

T tty:US 192.168.2.13:2146 (igc)
09:32:40 G729 ss

ff ps:20 rn:1/7 10.253.196.24:2600 192.168.2.13:2146
09:32:44 idle station 62169 cid 0x10c9
09:33:05 Calling party station 62009 cid 0x10de

Someone answered and hung up on me on the last trace.

Thanks for the help.

bleebrant · Jun 26, 2013

It sounds like you just need to put the VDN in as the second point of coverage on the coverage path for the station.
Not sure how you're redirecting the Hunt group calls to the VDN, but a covered call ringing at the Hunt Group wouldn't follow it. (unless the Hunt Group was in Night Service)

DAVIDPAYNE · Jun 26, 2013

Not sure that I understand what you are trying to do. And how the cov. Path 124 fits into this.
What type of ext. is 62009? Why not make it the VDN pointing to the vector 820, play annou 52502, then queue to hunt group

Armstrong2012 · Jun 26, 2013

COVERAGE PATH

Coverage Path Number: 124
Hunt after Coverage? n
This is the coverage path:

Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 2
All? n n
DND/SAC/Goto Cover? y y
Holiday Coverage? n n

COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: h800 Rng: Point2: Rng:
Point3: Point4:
Point5: Point6:

This is the hunt group:

change hunt-group 800 Page 2 of 61
HUNT GROUP

Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:

Controlling Adjunct: none

VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings): 2
Redirect to VDN: 60741
Forced Entry of Stroke Counts or Call Work Codes? n

You can see on the bottom where it says redirect to VDN 60741.

If I put the VDN in the coverage path wouldn't it bypass the hunt group?

Armstrong2012 · Jun 26, 2013

Extension 62009 is a normal phone.

change station 62009 Page 1 of 6
STATION

Extension: 62009 Lock Messages? n BCC: 0
Type: 4625 Security Code: * TN: 7
Port: S02687 Coverage Path 1: 124 COR: 30
Name: Financial Aid Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 62009
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? y
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? n

Customizable Labels? y

David,

How would I program that in the vector?

mikeydidit · Jun 26, 2013

It sounds like you need to make the huntgroup type ACD and then you will have the first announcement options. Turning Queuing to Yes lets you have the second announcement.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

Armstrong2012 · Jun 26, 2013

These are the options I get when making a hunt group. I have ACD as Y.
My group type choices are circ, ddc, ead-loa, ead-mia, pad, slm, ucd-loa, ucd-mia

change hunt-group 800 Page 1 of 61
HUNT GROUP

Group Number: 800 ACD? y
Group Name: EGSC-Financial Aid Queue? y
Group Extension: 62372 Vector? y
Group Type: ucd-mia
TN: 7
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

change hunt-group 800 Page 2 of 61
HUNT GROUP

Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:

Controlling Adjunct: none

VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings): 2
Redirect to VDN: 60741
Forced Entry of Stroke Counts or Call Work Codes? n

change hunt-group 800 Page 3 of 61
HUNT GROUP

LWC Reception: none AUDIX Name:

Message Center: none

AvayaTier3 · Jun 26, 2013

Code:

System: G3xV12    Software Version: R012x.02.0.111.4

change hunt-group 1                                             Page   1 of  61
                                  HUNT GROUP

            Group Number: 1                                ACD? y
              Group Name: Phone Center                   Queue? y
         Group Extension: 1000                          Vector? n
              Group Type: ucd-mia                Coverage Path:
                      TN: 1          Night Service Destination: attd
                     COR: 20                   MM Early Answer? n
           Security Code:
     ISDN Caller Display:

             Queue Limit: unlimited
 Calls Warning Threshold: 1    Port:
  Time Warning Threshold: 30   Port:
change hunt-group 1                                             Page   2 of  61
                                  HUNT GROUP


                      AAS? n        Service Level Target (% in sec): 80 in 20
                 Measured: internal
     Supervisor Extension:
    Priority On Intraflow? n
   Inflow Threshold (sec): 999
      Controlling Adjunct: none


        VuStats Objective:
 Timed ACW Interval (sec):
   Multiple Call Handling: on-request

                                      Redirect on No Answer (rings):
                                                    Redirect to VDN:
                   Forced Entry of Stroke Counts or Call Work Codes? n
change hunt-group 1                                             Page   3 of  61
                                  HUNT GROUP

                           Message Center: none






                            LWC Reception: none
                               AUDIX Name:


             First Announcement Extension:          Delay (sec):
            Second Announcement Extension: 371      Delay (sec): 8  Recurring? n

Code:

System: G3sV2-PBP     Software Version: G3V2g.03.7.1.093

display hunt-group 5                                            Page   1 of   7

                  HUNT GROUP

    Group Number: 5              Group Extension: 4092     Group Type: ucd
      Group Name: 800-777-2000                                    ACD? y
           Queue? y                          AAS? n            Vector? n
   Security Code:      Night Service Destination: 2830            COR: 8
ISDN Caller Disp:                  Coverage Path:

Measured: internal                Supervisor Extension:
  Priority On Intraflow? n                     Inflow Threshold (sec): 999
    Controlling Adjunct: none


           Queue Length: 10
Calls Warning Threshold: 3       Calls Warning Port:
 Time Warning Threshold:          Time Warning Port:


                   Redirect on No Answer (rings): 3
               Forced Entry of Stroke Counts or Call Work Codes? n
display hunt-group 5                                            Page   2 of   7

                  HUNT GROUP

             Message Center: none

              LWC Reception: none




 First Announcement Extension:              First Announcement Delay (sec):
Second Announcement Extension:             Second Announcement Delay (sec):
Second Announcement Recurring? n

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

Armstrong2012 · Jun 27, 2013

I do not have the option to enter a night service destination or announcement extension. That's why I'm trying to do a work around.

AvayaTier3 · Jun 27, 2013

change Vector "y" to "n"

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

Armstrong2012 · Jun 27, 2013

That fixed the problem! Thank you very much!

AvayaTier3 · Jun 27, 2013

With Vector "y" your vector controls the announcements and the hunt-group fields go away.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

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Hunt group and announcments not working 1

Armstrong2012

Technical User

bleebrant

Programmer

DAVIDPAYNE

IS-IT--Management

Armstrong2012

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Armstrong2012

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mikeydidit

IS-IT--Management

Armstrong2012

Technical User

AvayaTier3

Technical User

Armstrong2012

Technical User

AvayaTier3

Technical User

Armstrong2012

Technical User

AvayaTier3

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