[SOLVED] Calls not going through to new auto attendant 1

[member 1677784]

I'm going a little barmy with the configuration which should just work.
We have an IP Office 500 V2 with a Voicemail Pro install on a CentOS linux box (this never gets touched).
Our setup for voice is on a different VLAN and we manage IP Office and Voicemail Pro from our data VLAN, this has worked fine for the 4 years it's been installed.

Recently our opening times for a particular department changed so a new time profile was created for the new auto attendant.
Our core office hours are 08:30 - 17:29 Monday to Friday. This goes to the old auto attendant
Our special department are fielding calls between 08:00 to 08:29 and then from 17:30 to 17:59 Monday to Friday. This goes to the new auto attendant

An out of hours auto attendant kicks in between 18:00 to 23:59 and then from 00:00 to 07:59.

So in total, 3 auto attendants in use.

My problem is that the new auto attendant doesn't kick in at the desired time frames. Instead it's the old office attendant and goes from 08:00 to 18:00.

We have short codes with Voicemail Node in use to forward the calls on the incoming call route at the desired time to the Voicemail Pro plan.
This has been working fine with the existing auto attendants for our main lines. But this new one will just not work.

Our short codes in use are in the format of "*123" (without quotations). They also match the short codes listed in Voicemail Pro.
For our main number the destination plan is like below, working from bottom to top as per Avaya's spec.

Default Value - OOH short code
Out of Hours - OOH short code
Core Office Hrs - Core office short code
Special department - new special department short code
Christmas & NY - XMASNY short code

I've tried setting up a brand new short code, no luck.
Setup a new time profile, no luck.
Rebooted IP Office, no luck.

When calling in between the times of when the special office is meant to be in action, I can watch on the System Status and it puts it through to short code for the core office hrs short code.
If I change the Out of Hours profile from 07:59 to say 08:25 and call just before then it works and puts me through to the OOH attendant.

I am able to call the * number for the special department short code and that puts me through to the correct auto attendant.

Our license for "Preferred Edition Additional Voicemail Ports" lists 4 instances. Is this on top of some others? Or is this 4 voicemail pro auto attendants that I can use for one call route?
I'm really at a loss why this one auto attendant will just not kick in at the desired time.

We're also using R8.1 (85)..... i think

 

[janni78]

Do a Monitor trace to see what/why it happens.

There might be a good reason not to but I would probably just have one Destination in ICR to VM Pro and have VM Pro what AA to play when.

"Trying is the first step to failure..." - Homer

 

[member 1677784]

I'll do that at half 5 tonight and see the call come in. Thanks.

I don't want to play around with profiles during core hours. So in the mean time, is there anything else I could check config wise?

Ta

 

[janni78]

The only logical reason it isn't working would be that the Special Department time profile isn't correct or the shortcode point ot the wrong place.

"Trying is the first step to failure..." - Homer

 

[member 1677784]

The time profile is definitely correct and it's pointing to the right place as I can dial it internally.
It wouldn't be anything to do with the VM Pro port licenses would it?

 

[janni78]

Monitor it is then =)

"Trying is the first step to failure..." - Homer

 

[DaIPOTek]

If you want to post a config file I could take a look for you.

 

[member 1677784]

Root cause has been found!

So I performed a trace and low and behold, my call got routed through to another number. Ultimately confused!
Turns out a divert by our supplier was put on during an investigation many many months ago. It appears it was never reverted!

That explains why the main office hrs auto attendant worked between 08:00 - 08:29 and 17:30 - 17:59. The main hrs time profile was the default profile in case non could be matched. The special department was never listed under the "diverted to" number hence it just didn't go to it.

Appreciate the quick replies on this. Now I know of the trace tool i'll be using it more.

Cheers