IP Office V2 8.1(69) auto attendant not always answering

[nickburns31]

Essentials edition with 2 ports. This office is normally slow and it happens without anyone in the AA. The only thing I can think of is that I have 7 incoming lines into the system? Maybe it is getting confused? All the phones are set as appearances.. The lines go directly into the auto attendant then to the selector codes. Any help would be appreciated.

 

[AACon]

Erm, not much to go on there company computer guy. Number of lines should not effect anything. Where do the calls go in this case, if they are not going to the AA? Are they rolling over (fallback) to a user/group? Are you having any congestion on your VM ports? VM Ports are used for voicemail access + auto attendants.

Take a look at SSA, look under resources for congestion. Watch your lines on SSA. Call each line, and see where it is going. Maybe you have your incoming group ID's messed up.

-Austin
ACE: Implement IP Office

 

[nickburns31]

Everything looks fine other than some alarms on the time server. I do NOT have a fallback extension to be dialed and maybe that's the issue. Its tough getting a straight answer. I do know they both VM and AA share the ports and maybe two people are checking their voicemail causing congestion. Do you think I should have the AA on a continuous loop. I cant have a fallback onto an extension since every department has different hours. Would I be using a phantom extension to fallback on and then point it to the AA ?

 

[Telecomboy]

System Status will show you the congestion count for voicemail. See if they are using the 2 ports too often.

 

[nickburns31]

I see two issues.. People are NOT escaping out of the visual voice as well as the calls don't seem to be disconnecting from the voicemail once they left a message. What would cause this?

 

[Telecomboy]

The service provider needs reliable disconnect enabled on the lines. Also seen it called disconnect clear.

 

[nickburns31]

Thank You.. I should of followed up with Fairpoint. They just put the order in for "COD". This should help out tremendously..

 

[Greybeard191]

2 ports is not a lot... I'd wager you've got VM port over usage going on. All you need is someone listening to a VM, someone leaving one, and the next caller gets nothing on the AA cause there's no ports left.

Bound to happen, sooner or later.

GB

 

[IPGuru]

Indeed greybeard is almost certainly correct.
2 ports & AA is almost certain to end in tears.
add licenses for at least 2 more ports, preferably 4. (giving the maximum of 6 for embedded VM)

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[nickburns31]

Thanks Gents... Very correct in the above. I did find some issues with people staying logged into visual voice.. As well as issues in the CO