Hunt Group Rings Busy or Forever

[hobbes80]

I have IP Office, version 5.2(52).

I have a main hunt group that calls come into at extension 8900. When I have no hours set, it rings through all the phones as it should. When I set it to be on "Night" or "Out of office" hours, it is supposed to forward to a Hunt Group called "After Hours", which has 1 user in it.

That user has no phone and is set to unconditionally forward to an 800 number that is our answering service. I have called the answering service from a phone in the office and it works properly.

However, when I call out of hours, the line just rings and rings and rings. I've waited 8 mins, just keeps ringing.

The "No Answer" time on the after hours group is set to 300 so there should be enough time to forward the call. Queing is turned on, and set to 10 seconds. If I turn it off, I get a busy signal, call drops in less than 1 second.

I've made sure that DND is NOT turned on for the user. I am not at my office, so I can't test calling the extension to see if it forwards from another phone on the same network.

What am I missing, it HAS to be something stupid since this WAS working. I have no idea what changed between when it was working and when it stopped working as I have inherited this problem.

Thanks in advance.

 

[TelcoAdy]

On the hunt group turn queing off and set it to sequential ring mode.

Also on the user make sure that fwd hunt group calls is ticked.

 

[kwing112000]

also make sure you have an extension port set up for the phantom user. I usually use a VOIP port and it will work fine. Also what type of trunks do you have? If analog make sure allow outgoing trans is checked. I usually test thru each step to see what the issue could be. first call the user. then the second hunt group then the main group. see where the break is and trouble shoot from there.

Kevin Wing
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[hobbes80]

On the hunt group turn queing off and set it to sequential ring mode.

I have linear set, is that the same thing?

fwd hunt group calls is ticked on the user.

also make sure you have an extension port set up for the phantom user. I usually use a VOIP port and it will work fine. Also what type of trunks do you have? If analog make sure allow outgoing trans is checked. I usually test thru each step to see what the issue could be. first call the user. then the second hunt group then the main group. see where the break is and trouble shoot from there.

I looked in the extension list, and didn't see the extension number. I've added the extension and am now rebooting. This was working before, so either somehow the extension was deleted, or how it was working was a different way.

The switch has a PRI, which I believe (limited exp.) is digital so I shouldn't need a outgoing trans. If I do, where is it located? I can't call the user externally and I'm not at the office. If the forwarding doesn't work after this I'll go in and try that. Anything else I'm missing?

 

[hobbes80]

OK, I've stepped it out one step at a time from the office:

From a desk phone, I can call the phantom user and get forwarded out.
I can call the night hunt group extension, get forwarded to the phantom user, and go out.
I can call the main extension, get rolled to the night group, then get forwarded to phantom user and sent to the outside line.

But if I call the main line from an outside line, I end up with a busy signal if queuing is turned off, if it is turned on, it rings forever.

"Forward Hunt Group" calls is checked.
"Forward Unconditionally" is checked.
Under T3 Options, Forwarding, "Allow 3rd party forwarding" is checked.

Could this be a problem with the PRI?

 

[amriddle01]

Inhibit Off-Switch Forward/Transfer, is that checked in the users supervisor settings?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[hobbes80]

Nope, I just made sure again after you posted to make certain that it was not checked. I'm calling my carrier again to see if they are blocking something, because only external calls don't forward to the external number. Internal calls all forward properly.

 

[amriddle01]

Have a look at a monitor trace, this will usually indicate why it's/if it's blocked

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[tlpeter]

Did you set the group to sequential ?

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

 

[hobbes80]

The Night Group is set to "Linear", there is no "sequential".

The day group is set to Group.

If I call the Day group from an internal phone, it goes to the Night group (since I'm outside of working hours), then goes to the outside line just fine.

So there is a problem with External calls, getting forwarded to the external number. I removed the phantom user from the hunt group and put my desk phone in there, when I call the outside number from an outside phone, my desk rings.

So all the forwarding and groups are working, it is just a problem trying to forward an external call back to an external number.

 

[tlpeter]

From the help file:


· Forward Hunt Group Calls: Default = Off
Hunt group calls (internal and external) are not normally presented to a user who has forward unconditional active. Instead they are presented to the next available member of the hunt group. This option, when checked, sets that hunt group calls (internal and external) are also forwarded when forward unconditional is active. The group's Ring Type must be Sequential or Rotary, not Collective or Longest Waiting. The call is forwarded for the period defined by the hunt group's No Answer Time after which it returns to the hunt group if unanswered. Note also that hunt group calls cannot be forwarded to another hunt group.

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

 

[hobbes80]

^^^
I've set it to Linear. There is no "Sequential", but the two mean the same thing.

I've also made sure that "Forward Hunt Group Calls" is already checked, which is in my previous posts, for the user.

The Hunt group is working. I can call the main hunt group from a phone in the office, and it gets forwarded out to the external number without a problem. But when I call it from an external number, I get a busy signal.

 

[amriddle01]

I would upgrade the unit then, it could well be a bug

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[Westi]

just a thought, what type of lines do you have, analog, BRI, PRI or SIP?


Joe W.

FHandw., ACS

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

 

[amriddle01]

Looks like he's using PRI, I thought about the trunk to trunk analogue setting also

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[hobbes80]

Yeah, I read another thread that mentioned trunking analog connections, but I am using a PRI.

At this point, I've knocked it down to 1 of 2 problems:

1) The carrier is not allowing my PBX to act as a call router for externally forwarded calls. I've been working with the carrier, and they suspect this might be a problem because they have seen it in the past with Hospital paging and other answering service issues. I'm working them to investigate.

2) The switch itself is on the way out. My reboots have taken significantly longer and longer as i've been working this problem. First reboot took 8 mins, next was 15, then 30, most recent reboot took 45mins to an hour for the switch to come back. I've got it queued to reboot again as soon as it is free. I'm hoping it will not be down as long as it has been this time around.

 

[hobbes80]

Phone company claims it isn't them after watching the routing.

Anyone have any other ideas?

 

[tlpeter]

The reboot, does it take 30 minutes when there is nobody on a call ?

If that is the case you better order a new ip500 !
Better save then sorry

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

 

[hobbes80]

Phone company finally got back to me.
Said their system dumps the call because of "Value #96" error which is "Mandatory Information Missing" Error.

Here is the error from the telco:

   08 Q.931 Call Control Message
      Call Reference Value              Dest         6
 M 7D Message Type                              STATUS
 I 08 Cause                               Length =   3
   82   Coding Standard                          CCITT
        Location                  Local Public Network
   E0   Class                           Protocol Error
        Value      #96, Mandatory Info Element Missing
        Diagnostic                     Info Element ID
   1C   Info Element                 Standard Facility
 I 14 Call State                          Length =   1
   00   Coding Standard                          CCITT
        Value                                     Null

 

[Bas1234]

Have a look here, your sending out the wrong digits or info to the provider.

http://tek-tips.com/viewthread.cfm?qid=1187497&page=447

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It works! Now if only I could remember what I did...
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