SCN Group skipping users at one remote site 1

[liquidshokk]

Have a huntgroup set up at the central site of an 8 site IP500 V2 R9 SCN which all of the remote site's main numbers point to and the calls are then distributed across the sites. Have tried Rotary and Longest waiting modes but it is skipping users at one particular site, even though users at the affected site are logged in and can receive internal calls from the central site extension to extension.

I have changed the group to sequential and put the affected sites users at the top but the calls still skip them. I have pointed a DDI from the central site to one of the affected users and calls route fine across the SCN...

Help!

 

[Jonah29]

Just a thought.... Are they all exactly the same version of software? Even the modules. I know it shouldn't matter but you never know.
Regards
Mark

 

[joe2938]

Change to collective call waiting, this will ring all phones in the hunt group, also this site scn is up correct?

 

[liquidshokk]

Interestingly a couple of sites are on 9.0.8, couple on 9.0.5 and couple 9.0.4.

Just upgrading all to 9.0.8 now..

 

[liquidshokk]

We think that the above turned out to be a case of users not answering calls, already being on calls when customers ring in and the ratio of users per site. However, they are still having issues with huntgroup calls routing to certain users when they hot desk throughout the SCN. As far as I know the users should be able to move about the SCN and remain part of a central huntgroup which takes main line calls? This doesn't appear to be working correctly. All 8 sites are connected via a PWAN and sites can call each other ok and log in to their home system. Could something be preventing/delaying calls into a group at one site from hitting users that are spread out across other sites?

 

[liquidshokk]

Just carried out some thorough testing and it does indeed seems that calls to a group containing users that are hotdesking at various sites in the SCN are being ignored. DDI calls to the users and internal calls are fine but regardless of what group they are in the calls just aren't presented...

 

[oceanSD]

Have you been able to watch in Monitor? What if you set up a hunt group with only the remote users in it and do some testing? That might pinpoint where the disconnect is... do the users have the ability to log in and out of the group?

 

[liquidshokk]

I'm beginning to think the configurations are corrupted as a new issue has occurred... Unable to disable someone from a huntgroup as when I untick them and click ok the box just ticks itself again!

We recently upgraded 3 out of 7 sites from V1's to V2's and used the original config as the cards/software were staying the same. Possible cause? I'm really hoping we don't have to re-create each site...

 

[tlpeter]

Try rebooting all sites and try again.
I had a strange issue on 9.1 which seems to be similar.

BAZINGA!

I'm not insane, my mother had me tested!

 

[oceanSD]

Is this a Server Edition or just SCN?

 

[liquidshokk]

Just SCN. 7 IP500 V2's over a PWAN. Still getting reports that some users are getting more calls than others regardless of whether group ring type is set to longest waiting or rotary

 

[amriddle01]

Never believe a word users say about this type of issue

 

[amriddle01]

Also not sure longest waiting works across SCN, as the other site will not see the timers for the remote users

 

[liquidshokk]

Interesting, would you say the same applies to rotary or should that be ok?

One of the sites has two reception users who say that one gets a lot more main line calls than the other

 

[amriddle01]

Rotary is fine as the system knows who it last called, I'm not 100% sure about the longest waiting, just made sense to me, check the docs

 

[intrigrant]

It is the f*cking 9.1 Manager to blame.
I have a SCN of two sites on R9.0.7 and with a 9.1 Manager it is just not possible to add users from both systems to a single group, the remote users just dissapear.
Witha 9.0 Manager all is well.

Backward comptability my *ss!

If I create a thread and ask everyone to report the found bugs in R9.1 here then Tek-Tips will be flooded and unreachable for days!!

 

[liquidshokk]

Interesting to hear, but I'm 99% sure its 9.0 manager (will check). We may well have used 9.1 manager on the server previously though so who knows what that screwed up!.... I can definately add and remove the users from each site to the central group, they just don't get called according to users!

 

[liquidshokk]

So we have since installed Xima Chronicall at this site and are monitoring the receptionists at each site. We are experiencing an issue where Chronicall is reporting missed packets and also the realtime screens aren't updating correctly. This tells me that the information across the SCN is being restricted or delayed, however it is an MPLS between all sites and according to the provider LAN-LAN is completely open across the PWAN. Presumably there isnt anything on the phone system side that could be causing packets to be dropped? Not only is the customer untrusting of the phone system they also don't trust their new contact centre software!