Incoming call route error

[nicklein]

I have a IPO 500v2 with 9.1 installed and have all incoming calls routed to VMPro Module VM:AutoAttend however about three times a day I get a specific caller that somehow get routed to the hunt group. I have asked the caller what he hears when calling and he says he hears the company greeting and then enters the extension number like 108 the group number is six digits and starts with 796xxx so he cant be dialing the group. What is the cause of this? What am I missing. Driving me in circles.

 

[joe2938]

I assume this is embedded voicemail, what is the action on the aa for 1?

 

[sizbut]

With that level of info it could be anything. What's in the incoming call route? How is the autoattendant configured? What does the caller say they are dialing? ...?

Stuck in a never ending cycle of file copying.

 

[nicklein]

joe2938: I am using VM Pro and the action for 1 is 'nothing defined'

sizbut: Incoming call route is 1, Destination is VM:AutoAttend and Overflow:extension 401, Option 1 in the menu after start point is 'not used' Available options are 6=list of extensions 8=list of more extensions 9=repeat message *=leave a message #=get message 0=reception. Caller says they are dialing extension 108 up to 3 times a day.

 

[joe2938]

your right sorry did not read too well, so you are allowing transfer to any extensions?

 

[nicklein]

Yes, That is correct.

 

[budbyrd]

You would need a 1?? and a transfer to get it to go some where when 108 is dialed. Do you have a time out action? Sounds like that or an Invalid action sending it to the hunt group.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[joe2938]

have you tested this yourself? when you hit the AA dial 108, what happens?

 

[nicklein]

Yes I have a ??? action. I have a timout action after 6 seconds it diconnects. My extensions range from 100 to 778 and my main hunt group is 796467.

Yes I have tested it myself. I get extension 108.
Its just when that one location calls in, can be from any number coming off of their system, any caller or extension from their system it happens every time. And the CLI or incoming number in the IPO is blank so that isnt routing it.

 

[IPGuru]

DON'T use ???!
it potentially allows hackers to make external calls.
Your extn number range also suggests to me that you system could do with a clean up.

Is there any chance that the caller has an old pone/system that is not dialing DTMF (loop disconnect) in which case the timeout would eventually route them to your group.


Do things on the cheap & it will cost you dear

 

[nicklein]

IPGuru: thanks for the advice on not using ???. I will make some changes. The caller is calling from a Nortel MICS with loop disconnect lines, T-series phones if familiar.
The timeout, when I dial in and hit the Auto Attendant after no response disconnect the call after 6 seconds, shouldn't it do that for all calls?
I will set up a trap and have the caller call in and see exactly what happens.

 

[nicklein]

Got it fixed. Thanks to the suggestions!! Turns out on that specific extension it was set to a coverage group so if noone answered it got forwarded to all extensions who were part of that group.