Incoming call route forwarding incorrectly

[TaraBT]

I have a problem in that a direct line number seems to be forwarding onto an extension which it shouldn't. This is recent behaviour which as far as I know has not been caused by manual intervention. The number should be forwarded onto a huntgroup however it seems to be going to a normal extension.

When you call the huntgroup extension number internally it works fine. Things I have looked at:
- Looking at the incoming call route, the incoming number has a destination of the huntgroup. I have picked from the dropdown list and also typed in the extension number directly.
- The extension receiving these calls in error is not in the huntgoup
- none of the huntgroup members have their phone forwarded to him
- the incoming number does not have him as fallback

Any ideas whatelse I can check - tried calling our provider for help but their phone's permanently engaged!

 

[Hooligan71]

what does it say in the monitor trace whebn you ring it?

regards

H

 

[Telecomboy]

you could also run call status and watch a call coming into that group to watch real-time where the call is going. Monitor will give you detail as to why, but call status can atleast show you how the call is being routed.

 

[tspronsen]

Could it be that the extention that is ringing in error is a system phone (DT or DS) and has Line Apperance buttons configured? Extentions with Line Apperance buttons also ring on incomming calls.

 

[CarGoSki]

If you turn on ISDN layers in Monitor you can verify that the proper DID is being sent to you in the first place.

Any way you slice it, Monitor will tell you truth of the matter as far as DID and routing.

 

[TaraBT]

Thanks for your replies.

Looking at the call status, the extension being routed to is the incorrect one.

As far as the monitor is concerned, I'm afraid I do not know how to use it. (I was asked to look after the phone system in terms of user administration, so this is a bit above me ) I opened it up and assume I need to connect to a unit, but the title bar says 'trying to connect to xxx', but nothing else happens. Anyone know of a manual anywhere?!

I'm hoping to hear from our provider soon, but it would be useful to understand for future 'hiccups'!

 

[SuperJenks]

Sounds like you may have a duplicate Extension of ID of a group. Try running the Configuration Wizard. Its in the Programs folder Under: Program Files-->Avaya-->IP Office-->Wizard.
The user name is: WizardAdministrator
The Password is: Wizard

Follow the necessary steps to run error checking for duplicate Ids and other likely various problems. Run the configuration offline when it askes you. You must then provide the configuration file that runs on the IP office. The config file is located in Program Files-->Avaya-->IP Office-->Manager-->xxxx.cfg The file name may be the name of your company or may just appear as the mac address of the IPO. If youre still not sure which file it is, make a small change in the IPo through the manager software. Then look in the directory for the file by date and time. Every time you make a change to the IPO, the configuration is automattically saved in this directory.