Out Of Service fallback 1

[AustinTCP]

I'm currently running 4.0(5) on a 406 and I'm having issues with a fallback/out of service group.

I have an ICR going to a hunt group w/ 3 people and an overflow to another HG which just rings to an auto attendant (which does a day/night/holiday test and pulls the correct recording for menus, etc).

However, they want a button on their phone to automatically set the ICR to go to a night message, rather than ring the HG. Easy enough, just a simple set HGoutofservice button.
However, upon activation, that button makes the calls go to the VM of the hunt group, rather than going to the set out-of-service fallback hunt group (which auto rings to an AA).
I've tried setting it in the ICR to fall back to the night group, and I've tried setting it in the main HG. I've also tried setting it up to just ring an extension rather than a group to no avail. Bloody thing just want's to go and ring the VM for that group when set out of service.

Any ideas?

 

[ronromano]

If that group does not need to take a message, have the leave mail action for the group go to the AA callflow.

 

[AustinTCP]

Well technically, they don't _need_ to take messages on that hunt group, it could be any group honestly. So if I turn off VM for the group, it should ring over to the fallback when activated?

 

[ronromano]

No.

 

[PrivateBuild]

Are you using VMPro for the AA? If so, you can point the ICR straight to a call flow to the Hunt Group and create a user variable you can test to switch the destination when required.

 

[AustinTCP]

Yes, I am using VMPRO. How would you dynamically set a uservariable from a button on a phone? I went through the button options and didn't see one to do such a thing.

 

[ronromano]

Why are you making this more complicated than it needs to be. Set the leave mail action of the target group to go to the AA you already have set up. According to your post, it already does the condition testing. When the user presses the out of service button, the call will go directly to the AA callflow. What more do you want?

 

[AustinTCP]

You see, that's just it. It's doing it incorrectly. Instead of going to the CORRECT out of service hunt group, it's going to the voicemail of the first hunt group. I don't want it to go to that voicemail. I want the out of service button to work properly, and roll over to a _different_ hunt group.

 

[Gibsonic]

set the vm of the first group, the one you want to put out of service, with the following from the group start point in VM Pro...

- Assisted Transfer to second group
- no answer and busy results to a Go To command that points to the AA.

i have built some fairly complex, out of service modules in vm pro that are attached to a DID with a menu to set out of service or in, record the message and then set user variable to be tested by the AA script. if you want more info on this let me know.

 

[ronromano]

It is working as designed. Just because you thinkk the correct group is the overflow group doesn't mean the system works that way.

What you should be doing to accomplish what you are describing is put a user in the overflow group that is forwarded to a shortcode that routes to the callflow you want. In the user check off forward hunt group calls and that should do what you want.

 

[1043]

I'm having a similar issue. 406V2 4.0.5
During day I have a ICR going to group 1 with 5 phones attached. After 30 seconds the call goes to voicemail with a matching module saying "try the call later".

At night I want to hit a button that puts hunt group 1 in Night service or out of service (I tried both) with a night service or out of service fallback group.

The problem being, even though the group is going to night service the call is still following the the day time route.

 

[ronromano]

1043 did you try the setup above?

 

[1043]

I'm trying to understand this.
With the day group set to night the proper members of the night group are ringing but the display on their phones is displaying the day group's name. Which means the call will go to the matching start point of the day group in voicemail.

 

[ronromano]

OK, help me help you. Forget all that has been said before. Please describe what you want to accomplish. I'm slow on the uptake.

 

[1043]

Day time ring group 1 if not answered go to messaging saying "call back".

Night time push a button that sends the call to the mailbox of group 1 or a member of the group.

 

[ronromano]

So during the day you do not want to be able to take a message but at night you do?

 

[1043]

correct

 

[Gibsonic]

1043 - i think i understand what you are asking.

in situations like these i tend to use VM Pro for the call control rather than the IPO.

to give step by steps to how i would do this for you would take quite a bit of time so let me just give the overview first and if you like the idea i can provide you more info and maybe even some nice importable modules.

ok, change the ICR to point to a new module in VM pro, call it something like "MainLine". The first thing that module is going to do is test a 'user defined variable' that you will be creating in another step. We'll call that variable "Day". The results from that test will link 'True' to a transfer connector configured for the Day hunt group. The 'False' result will connect to a transfer for the Night hunt group.

You will then need to create a module to set and unset this module. There are a lot of steps to this but the end result would be that someone, anyone really could dial a shortcode to access this set service module, the module will respond with "in service" or "out of service" and then give an option to change.

You could automate this call by setting a button to dial with the shortcode and some pauses then the option 1 or whatever to set the service to the opposite of what it is. That way they could still just hit a button and be done...and they would even get an audible response to their action.

 

[Gibsonic]

to clarify from above. After the 'MainLine' module uses a regular transfer to the desired group that groups call coverage would still apply. So if the day group needed to just have their vm start point say "call back later..." that's fine and the night group's vm can be a regular mailbox or whatever.

 

[1043]

Sounds good to me. Importable modules sound even better. I can try them on my test switch and see how they work. let me know. Will Post again tomorrow.


Also, I set up auto answer intercom on a for alot of different user. I can't make it work on this release. 4.0.5
Have you seen any issues with this?