Hunt Group Ringing Issue or User error?

[Signo]

First off thanks for any help I get with this. I am coming over from Nortel and having some transtion issues, although I do really like the IP Office.

So I have a customer who says sometimes not all phones in a huntgroup ring on inbound calls.

The setup is as follows four analog lines that are in incoming line group 0 go to call route 0 with a destination of the huntgroup ( 851 in this case). The huntgroup is collective ring with 8 members, no queing, no fallback and voicemail on. Pretty basic as far as I am concerned.

There is also a second set of incoming analog lines with group ID 1 at a second building on the same property they go to incoming call route 1 and a destination group of 852 same settings.

These two groups are because the customer has 3 businesses: 1)A small animal vet 2)A dog grooming and kenal 3) Large animal vet (horses and livestock. Customers routinly call the wrong number and need transfered to the other office. Its collective because the customer wants all employees to answer phones.


She says some calls dont ring all phones in huntgroup 851 but i find this hard to believe as I can not get it to reproduce while on site. I have a feeling that calls are going to huntgroup 852 and getting the wrong business and the untrainable receptionist is transgering the call to a single station and not group 851 as told.

I get the feeling I am being misled when asking questions. Is there anyway to track the calls or has anyone ever seen times when all the phones dont ring in a collective group?

 

[NYSTECH]

Use Monitor to do traces

 

[Signo]

I used it the day I was there but cant get it to reproduce while I am there. I dont have hours to stand around and wait. I guess I could install it on a customer PC and leave it running and ask for times when it occurs and go back looking for them. Just seems like there should be some logs that I could pull with some history.

 

[montyzummer]

have a look at acw timers 10 sec as default on the groups , also you need to be carefull here customers can make all sorts of claims, NSYNC is on the right lines , but have monitor running collecting data to a log output whilst making calls , then if a error occurs you will have a log, put SSA on a local pc on site with a remote tool like team viewer/ log me in would allow you to monitor remotly.Of course the ipo will need to be on the lan.

my guess is user errmm lying to be frank, but check all your analogue lines are set to loop start/ not loop start clid not that it would effect phones ringing but just good practice.

If you can set this up with the customer watching the screen with you monitoring remotly , bombard the lines with calls and see what happens, unfortunatly with customers like this prove prove.
and prove again.

If you see it happen first remove the group or simply recreate a identical one then reboot if it does not fix try the ame with the users, (that dont have dnd enabled ..you can check in SSA)

i could go on but go with your heart and do the basic testing i recommend with SSA running so you can see it.

APSS (SME)
ACSS (SME)

 

[amriddle01]

Run a continuous log with CCR is the best idea I think, it didn't use much space up and can be played back to the customer so they can see what actually happens for themselves, people often need hitting square in the face with the facts before they accept their staff lie in order to cover their own backs

 

[montyzummer]

agreed but CCR?

APSS (SME)
ACSS (SME)

 

[tlpeter]

I think he means SSA.
Andy has the CCR fever

BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

SSA , damn that Stella Cidre, I also said didn't not doesn't ......I blame the iPhone

 

[Signo]

Will use SSA and a local PC when I get back there next week. When I called the owner and said I was working on some logging to see what was really happening she started to back down about the whole thing, and told me not to worry about it. Which is not me at all, I am a perfectionist. I think she knows what is really going to be found out. Now I have to do it to know for myself.

Montyzummer what does acw stand for i dont recognize it? Also why just loop start not loop start clid. Is there a know issue with loop start clid? I know the difference just not why you prefer one over the other.

This customer is one of the places we regret ever doing business with, they are very easily confused and have no real leadership structure about the place. Not to seem sexist but its always the ones owned by women that I have these kind of issues with.

Anyway thanks for all the good info and everyone have a good holiday weekend.

 

[montyzummer]

ACW is after call work , and really only applies to certain scenarios but it bascicaly gives someone an amount of time to complete admin work or similar after they have taken a call and means if the group phones ring straight after they have cleared down they will be temp out of group , but im pretty sure it will only be on CCR groups(but someone will clarify that ), its always one to watch out for in call centre enviroments with crafty agents ringing there own group from there mobile (seriously some agents are dodgy crafty little people and its a cause for techs to get it in the neck)

anyway rant over hope that was clear , but by the sound of it the customer knows she is talking pooooo

APSS (SME)
ACSS (SME)

 

[montyzummer]

oh sorry if clid is not needed it just means there is no delay on incomming calls , and i guess im just that used to installing isdn and sip I do it by default as i would only put an analogue trunk on a kit as a fail back , our sales and genrally me in the dems will talk the customer into Sip first or if something daft like they are 500000000000 miles from an excahnge ISDN if they have analogue trunks.

APSS (SME)
ACSS (SME)

 

[Signo]

ooh OK. I'm in the US so we do very little isdn and I work for the local tel-co so I am not trying to send them to my competition on SIP lol. I deal mostly with mom and pop small businesses, that's why they are so f'd up when it comes to call/work flow and organization. They want to try and use the phone system to make up for a lack of employee's.

 

[montyzummer]

gotcha stick to youre guns but also look at the below from the help files that will help with analogue lines in the future, just the system doing a bit of work for you.

Sorry if you already know this but it does help with analogue line testing issues.

Regards Monty


Automatic Balance Impedance Match: IP500/IP500 V2. Software level = 4.2+.
These controls can be used to test the impedance of a line and to then display the best match resulting from the test. Testing should be performed with the line connected but the system otherwise idle. To start testing click Start. The system will then send a series of signals to the line and monitor the response, repeating this at each possible impedance setting. Testing can be stopped at any time by clicking Stop. When testing is complete, IP Office Manager will display the best match and ask whether that match should be used for the line. If Yes is selected, IP Office Manager will also ask whether the match should be applied to all other analog lines provided by the same analog trunk card or module.

· Before testing, ensure that the system Locale setting (System | System) is correctly set. Also check that the system Companding Law settings (System | Telephony | Telephony) are set correctly. If either needs to be changed, make the required change and save the setting to the system before proceeding with impedance matching.

· Due to hardware differences, the impedance matching result will vary slightly depending on which type of trunk card or expansion module is being used.

· IP Office 4.2+: Automatic Balance Impedance Matching and Quiet Line are only available for the United States locale.

· IP Office 6.0+: Automatic Balance Impedance Matching, Quiet Line and Digits to break dial tone are available for the Bahrain, Egypt, Kuwait, Morocco, Oman, Pakistan, Qatar, Saudi Arabia, South Africa, Turkey, United Arab Emirates, United States and Customize locales.

· Allow Analog Trunk to Trunk Connect: Default = Not selected (Off).
When not enabled, users cannot transfer or forward external calls back off-switch using an analog trunk if the call was originally made or received on another analog trunk. This prevents transfers to trunks that do not support disconnect clear.


Echo Cancellation: Default = 16ms.
Allows settings of Off, 8, 16, 32, 64 and 128 milliseconds. The echo cancellation should only be adjusted as high as required to remove echo problems. Setting it to a higher value than necessary can cause other distortions. Not used with external expansion module trunks.

· Mains Hum Filter: Default = Off. Software level = IP500 4.2+.
If mains hum interference on the lines is detected or suspected, this settings can be used to attempt to remove that interference. Useable with ATM16 trunks and IP500 ATM4U trunks. Options are Off, 50Hz or 60Hz.

· Impedance
Set the impedance used for the line. This field is only available for certain system locales. The value used for Default is set by the system Locale.

· Brazil: Default = 900R
Adjustable between 600R and 900R as required by the line provider.

· Korea: Default = Default (600ohms). Software level = 3.2 and 4.0 Q2 2007+.
In addition to the default impedance settings, an alternate set of impedance values can be selected.

· United States: Default = Default (600 ohms). Software level = 3.2 and 4.0 Q2 2007+.
In addition to the default impedance setting, the following alternate sets of impedance values Alternate1, Alternate2 and Alternate3 can be selected.

· The following values used for Automatic Impedance Matching: 600+2150nF, 600, 900+2150nF, 900, 220+820||115nF, 370+620||310nF, 270+750||150nF, 320+1050||230nF, 350+1000||210nF, 800+100||210nF.

· Quiet Line: IP500/IP500 V2 only. Default = Off. Software level = 4.2+.
This field is only available for certain system locales (see above). The setting may be required to compensate for signal loss on long lines.



APSS (SME)
ACSS (SME)