Strange Auto Attendant Problem

[rhawkins74]

I have an issue with one of our customers that I just can't seem to figure out?

The system is an IPO 500v2 r7.0. embedded voice mail, they wanted an auto attendant that would pick up after a few rings. Set up a phantom user to forward unconditional to a shortcode, put that user in a hunt group that is an overflow group for the main hunt group.

When set up like this,it rings the preset number of rings, but when it should be transferred into the Auto Attendant, the caller either gets a busy signal, or they get the call hangs up. this is what I can not figure out?

For testing purposes I set it to go directly into the auto attendant with no delay from the incoming call route, and presto it works flawlessly. So, when routing with the delay, does anyone have an idea what could be causing the issue of busy signal or hanging up?

 

[mforrence]

If you just dial your shortcode that launches the auto attend, do you get the auto attendant?

 

[FlyinScotsman]

what SC did you create?

 

[rhawkins74]

I will have the customer try this when they get in later today and report back what happened.

 

[FlyinScotsman]

this example will ring the AA if the SC is dialed
Short Code = *98
Feature = Auto Attendant
Telephone Number = AA:name of your AA
Line Group Id = 0
remember the colon after AA
good luck

 

[rhawkins74]

flyinshotsman, the same as I have for every other customer, I create a
code *98
feature: Auto Attendant
TN: AA:AA1

Virtual user is set to forward unconditional to *98

 

[rhawkins74]

flyinscotsman.. I have set up over 50 the exact same way, and never had this issue before.

 

[FlyinScotsman]

I realise it's a silly question but is the hunt group with the virtual SEQUENTIAL?

 

[rhawkins74]

flyinscotsman.. yes it is.

 

[IPGuru]

While we are asking stupid questions to eliminate the basics

1) does calling the phantom user internally hit the AA
2) have you enabled forward hunt group calls?

this set-up should work so it is almost certainly something basic that has been missed

I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[rhawkins74]

IPGuru, I will be having the customer call the phantom user today to see what happens. and yes, I have enabled forward hunt group calls.

I realize it has to be something basic. I know once it is figured out, it will be like.. duh!!!!lol

 

[DanACS]

I Think I had one of these once that didn't like a "#xx" short code but was fine with a "*xx" one.

ACSS - SME
APSS - SME
APDS - Unified Communications
ACS - IP Telephony
ACA - IP Telephony

 

[IPGuru]

indeed
I try to avoid * & # in shortcodes that are used for VM because they sometimes cause problems
(you cant use a # shortcode as a destination of an Incoming call route)

I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[rhawkins74]

Hey everyone, I hadnt had a chance to respond back. The problem ended up being something that was out of our control. It was an issue with the telco provider. Somehow it was set to a 5 ring disconnect. So, before the AA would pick up, the line was disconnected.

I had never had an issue with setting up before so I knew the programming was correct.