route-to step failed - need more info 1

[MadAccess]

Display Events shows an occasional Event Type 50 “Route to step failed” on a Route-to Number 91800xxxxxxx with cov y if unconditionally on a handful of my vectors. I’ve called each TF number many times and have always reached my destination – usually an IVR. What can cause a route-to number to fail (Caller hangs up mid-routing? TF is Busy?) when I know the numbers are good and how can I find out how many successful attempts within a certain time period?

Avaya’s Call Center Vectoring and EAS Guide states “a route-to step failed to reach the intended destination.” That I already know, but I need to know why!

 

[wildcard100001]

My first thought is are your trunks in a all trunks busy condition when the step fails?

Trace it, see which trunk the call routes on, check out the trunk.

thanks,

Wildcard

 

[Zen216]

you mention the route-to step is in a handful of vectors...
when it fails, is it with the same vector, different vectors? I would check the COR of the VDN (and VDN overide settings) that sends the call to the vector to make sure it can dial out....

 

[MadAccess]

The trunks shouldn't be busy as these route-to's are after normal business hours so we receive a fraction of the calls we received during business hours.

These are all different vectors with multiple VDNs. Looking at the COR I see they vary and with more testing the ones that fail have a FRL that's too high for the route pattern they take.

Thanks for the great advice!

 

[Zen216]

glad I could help

 

[MadAccess]

Again, this fixes a lot of my issues so thanks!
I have another "drop" error on a vdn/vector that has the proper COR/FRL but when it routes to V1 (an extension that covers to vm) the call drops. If I change it from V1 to my own 5-digit the call drops again. So I run a List Trace VDN 86644 and it immediately fails but I dont see why. Where should I be looking in this case?

time vec st data
15:04:34 0 0 Local Call Preference=n
15:04:35 0 0 ENTERING TRACE cid 4096
15:04:35 998 1 vdn e86644 bsr appl 0 strategy 1st-found override n
15:04:35 998 1 collect
15:04:35 998 1 announcement: board 03A15 ann ext: 1999
15:04:37 998 2 goto
15:04:37 998 6 route-to
15:04:37 998 6 variable V1= [] vdn var
15:04:37 998 7 stop
15:04:37 998 7 LEAVING VECTOR PROCESSING cid 4096
15:04:37 998 7 TRACE COMPLETE cid 4096

 

[marcell55]

How does the call get to this originally? Does it get to this VDN via a cover path? This would be important because the switch can do a "double coverage". Meaning, once it goes to coverage once, it will never go again.

Do you have an Audix or Modular Messaging Voicemail system? If so, you could try using a "messaging skill " step. For example, if your Voicemail hunt group is 99, the you would type, "messaging skill 99 extension V1

 

[MadAccess]

I created a test VDN 86644 and Vector 998 so in this case I'm just dialing 86644 from my desk. No coverage but I'll keep that in mind for my other VDNs. It routes to 91877xxxxxxx fine, routes to 2xxxx fine, but 7xxxx (my own ext) drops.

 

[Zen216]

When routing calls to Vm, use the messaging step, when routing to a extension or outside# then use the route-to step.
does the COR of the test VDN have permission to call the COR of your extension?

 

[MadAccess]

Zen216, how do I find out if the test VDN has the proper permission?

 

[Zen216]

If the vdn was COR 1, and your extension was COR 2, dia a change cor 1, and starting on page 3 is the permission to call a cor, so you would need to make sure that cor 2 was set to y for it to be able to call your extension. IF the trunk group to make a ld call was set to cor 3, you would want to make sure that it had permission to call cor 3... etc.
on a R9 syste, I believe page 4 starts the observing permission, again, if you want cor 1 to be able to observe an agent on cor 2, it would have to be set to y,, on my cm3 system, pages 3 to 12 are permissions for calling, and pages 13 to 22 are for setting observing permissions..

 

[MadAccess]

I checked the VDN COR and it's the same COR of my 7xxxx ext (this doesnt work), and the same COR of my other 2xxxx COR (this works). I also made sure that they have calling/observing permission. Is there something else I'm missing!?

Using CM 3.1.4 here.

 

[Zen216]

so the route-to 2xxxx works but route-to 7xxxx fails? and everything else is the same? don't know... mind is blank.. I'm sure the guru's here will chime in to help...

can you post the vector/vdn in question?

 

[MadAccess]

That's correct, 2xxxx works, 7xxxx doesnt.

Here's the VDN 86644, vector 998, and both stations

==========================

display vdn 86644 Page 1 of 3
VECTOR DIRECTORY NUMBER

Extension: 86644
Name*: Leif's Test
Vector Number: 998
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VDN Override? n
COR: 21
TN*: 1
Measured: both
Acceptable Service Level (sec): 30

VDN of Origin Annc. Extension*:
1st Skill*:

AUDIX Name:

Return Destination*:
VDN Timed ACW Interval*:
BSR Application*:
BSR Available Agent Strategy*: 1st-found
BSR Tie Strategy*: system

Observe on Agent Answer? n

Display VDN for Route-To DAC*? n
VDN Override for ISDN Trunk ASAI Messages*? n

BSR Local Treatment*? n

VECTOR DIRECTORY NUMBER

VDN VARIABLES*

Var Description Assignment
V1 ext 71112

VDN Time-Zone Offset*: + 00:00
Daylight Savings Rule*: system

* Follows VDN Override Rules

==========================

display station 22024 Page 1 of 5
STATION

Extension: 22024 Lock Messages? n BCC: 0
Type: 2420 Security Code: TN: 1
Port: 06B0301 Coverage Path 1: COR: 21
Name: Leif's Test Phone Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 7
Data Option: none Message Lamp Ext: 22024
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? n

Media Complex Ext:
IP SoftPhone? n
Remote Office Phone? n

STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Idle Line Preference? n
Bridged Call Alerting? n Restrict Last Appearance? y
Active Station Ringing: single
EMU Login Allowed? n
H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: basic Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
AUDIX Name: Select Last Used Appearance? n
Coverage After Forwarding? s
Automatic Moves: no Multimedia Early Answer? n
Direct IP-IP Audio Connections? y
Emergency Location Ext: 22024 IP Audio Hairpinning? n

Customizable Labels? y
==========================
display station 71112 Page 1 of 5
STATION

Extension: 71112 Lock Messages? n BCC: 0
Type: 2420 Security Code: * TN: 1
Port: 03E0413 Coverage Path 1: 100 COR: 21
Name: Rudduck, Leif Coverage Path 2: COS: 1
Hunt-to Station:

STATION OPTIONS
Loss Group: 2 Personalized Ringing Pattern: 1
Data Option: none Message Lamp Ext: 71112
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? n

Media Complex Ext:
IP SoftPhone? y
Remote Office Phone? n
IP Video Softphone? n

STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? y Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Idle Line Preference? n
Bridged Call Alerting? n Restrict Last Appearance? y
Active Station Ringing: single
EMU Login Allowed? n
H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: enhanced Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
AUDIX Name: Select Last Used Appearance? n
Coverage After Forwarding? s
Automatic Moves: no Multimedia Early Answer? n
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 71112 Always Use? n IP Audio Hairpinning? n

==========================

display vector 998 Page 1 of 3
CALL VECTOR

Number: 998 Name: Leif's Test
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 collect 1 digits after announcement 19502 for none
02 goto step 11 if digits = 2
03 goto step 7 if digits = 8
04 goto step 9 if digits = 7
05 wait-time 5 secs hearing music
06 stop
07 route-to number 91888xxxxxxx with cov n if unconditionally
08 stop
09 route-to number 71112 with cov n if unconditionally
10 stop
11 route-to number 22024 with cov n if unconditionally
==========================

 

[Zen216]

2xxxx does not have a cov path defined or a security code, but station 7xxxx does..
now both route-to steps are with cov n, so I do not think that the coverage would be an issue,,, but the security code on the station? I do not know. we don't use security codes here, so I do not know if it will effect the route-to step or not..

also, station 2xxxx is not set as an IP soft phone, but 7xxxx is.. (don't use IP soft phones either, so cannot say if that is the issue)

 

[MadAccess]

We dont typically use security codes here either so I took it off of 7xxxx, deleted the cov path, and set IP SoftPhone to N. Now my ext 7xxxx is set up just like 2xxxx. Still doesnt work. I'll keep trying to figure this one out and post if I find a solution. Or if you guys/gals have another idea let me know.

 

[MadAccess]

Okay, maybe I'm an id-10-T but I another test call from a phone *besides* my 7xxxx phone and the vector routes to my phone just fine. During my earlier testing I was making the call from my own 7xxxx phone thinking the vector would route to my own phone to the second call appearance. I dont know why that would prevent the route-to from working but that seems to be it. (the other phone that I made the 'good' test from is set up the same as my 7xxxx phone). Thanks again for your help!

 

[Zen216]

cool.. glad its working..
as for the route-to step from your own phone,, the system knows where call is originating from, so it is like calling your own extension from your extension,, will goto cover..