Strange Hunt Group issue

[glimma]

I have an s8500 running CM 3.1.5, everything was running ok until we had a power cut. The 8500 and the Port Network stayed up as they were on UPS, however the ethernet switch which they both are connected to went down, as it was not on the UPS.

Anyway system came back up after 10 mins and since then I have this weird problem.

I have a UCD-MIA hunt group, say hunt 5, which has 2 extensions as members. On the 2 exts I have 2 Abrv-dials programmed up, 1 to log on and 1 to log off.

For example:

Login - 18500052100
Logoff - 18500052100.

185 is the FAC for login, 0005 is the hunt group and 2100 is the extension number.

Since the power outage, if you press the login button, it fails to log you in and if you run a trace on the station all you see if denial station - no event id's.

If you dial the FAC manually, it takes the 185, but you then dial 00 and then you get a constant tone.

I've tried this on another site and when you dial the FAC for login, you then get dialtone, but this doesn't happen on the s8500.

I've programmed up a new hunt group, tried different extensions in the hunt group, change the FAC, reset the system, done a full power down, re-loaded the licence and authentication file but it makes no difference.

Anybody ever come across this before?

Cheers

Glimma

 

[mikeydidit]

Glimma what you probably have is auto-in and aux work buttons programmed. You will need to do the manual-in codes to put it back in aux-work. Then you abbreviated dial buttons will work again.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[AvayaTier3]

From CM Command: add hunt-group and then hit help

if the highest possible hunt-group you can add is 2000, then you have to use 4 digits for the hunt-group number for logging in.

if the highest possible hunt-group you can add is 99 then you have to use 2 digits for the hunt-group number for logging in.

because you get waved off with 00 I suspect you are using the wrong number of digits. Maybe 05 would work. If you cannot make it work manually, you surely cannot program a button to automate it.



A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[glimma]

The abbreviated dials are programmed up correctly as the FAC for login and logout.

I will get the users to dial the FAC for manual in; will they just have to dial the FAC, or will it be FAC followed by hunt group and then ext number??

We can have upto 2000 hunt groups on the system so the hunt group number 0005. We have tried 05, but we still get waved off.

I think the issue has something to do with the fact we do not get dial tone after the login FAC is dialled. On the other systems I've tried this on, when you dial the Login FAC, the system gives back dialtone, before you enter the hunt group number.

 

[AvayaTier3]

have you tried 185# to see if that returns dialtone.
maybe you have a timing conflict with 185 and stations that begin with 185. Just something to check.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[glimma]

No number clashes, and I've tried dialing the FAC followed by # but this makes no difference.

 

[vaoldschl]

If I'm reading this properly you've created an entirely different hunt group with different members (say group 6 with member 2101) and you get waved off immediately after dialing 18500? And 185xx doesn't conflict with anything in your dial plan? And this worked before the server lost communication with the port network when the ethernet went down because of the power outage? And everything else in the system works just the same as before the power cut? And no other changes were made just before or just after the power cut?

You should be getting dial tone after the FAC is dialed. Not getting dial tone indicates the system is waiting for digits. Sounds like a dial plan issue to me and not related the power cut at all. Have you done a list history to track all the changes that have happened? Do you have other FACs that begin 1 or 18 that are working? Have you tried dialing 185 and waiting before hitting the 0005 while running a trace?

 

[glimma]

Thanks everyone, got it sorted..

mntneer, you were spot on!

There was two entries in the dial plan for digit 1. I'm sure I did check the dial plan and it looked ok.

Looks like the customers telecom's guy at HQ made the change back in May, but it only became an issue 3 weeks ago, so not sure why. I would have thought that once the dial plan change was made, they would have had the login issue straight away.

Anyway I'm away to the optician's to get my eye's tested!!!!

 

[vaoldschl]

Sweet, glad you found it.

 

[AvayaTier3]

185# will kill the 10 second timer due to the dialplan conflict.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[glimma]

AvayaTier3 - whats the 10 second timer?

 

[AvayaTier3]

when you have a mixed dialplan with example below.

station 18501
dac 185
fac 18

with the above example, you have 10 seconds after each digit to dial the next digit.

dial 18 you would wait 10 seconds.
dial 185 you would wait 10 seconds.

this timer is because the system does not know your were going to dial station 18501.

a # dialed after 18 or 185 would tell the switch, you are done dialing and that you are not going to dial any more digits and you would not have to wait 10 seconds for the system to process the digits that are dialed.

dial 18501 would not need a # if 5 digits is the longest length call that exists on your system that begins with any
matching digits in the string.

If you also have 7 digit extenstion 185xxxx, then timer would also apply.



A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[CF831SR]

Hunt group login,
I've created an ACD hunt group on a non EAS Rlse 4 switch and would like extensions to be able to login / logout. We dial the login code of *50 - get dial tone, dial the hunt group number of 070 - get dial tone, dial just the first digit of the extn number and get unobtainable. The appropriate extn number is configured as a member of the group and we have a capacity of 999 hunt groups hence the 060 for the hunt group number. Any thoughts please - Thanks.

 

[mikeydidit]

You should really start your own thread, but I can help you get them logged in.

1. Make sure they are in the hunt group as members.
2. Their are 3 codes to log them in and out. 1. Manual in. This put the station in aux work. 2. Auto-in this puts the station available to take hunt group calls. 3. Aux-work for breaks, lunch, whatever. This makes the station still logged into the group, but not available to take ACD calls.

The log them in.

From the set dial the manual in codes(disp feat) and hunt group number. Looks like this 1800070 then the set will be in aux-work.

On my agents i have two button on most of their phones. One is aux-work (which i list on the button as "at break") and another one (auto-in) which on the sets i label " at work".

But you can use the codes.

If you want to log them in from your office.

Make a bridged appearance of their set (I usually use button 3) and place it on your phone. Then you can use the manual in codes to put them in aux-work.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[CF831SR]

Thanks for your help, I'll hopefully be going to site later this week and will see if I can get it working.

Regards, Paul.