trunk out of service question 2

[azrael2000]

Hi All.

Little question here.

I have a customer who needs to redirect calls away from their auto attendant (long story) if they leave the building. They have night service set up so calls direct to the aa when activated.

So I want to use setting the hunt group out of service, under forwarding, to another location.

I have a button on the phone to do this, but it doesn't happen and I think this is because the trunk state is In Service (in the box of in service / night service / out of service).

Is there a way to force the trunks to think they are out of service and forward the calls to the out of service destination?

Regards

 

[TouchToneTommy]

If the trunk itself is out of service, calls will not complete unless the trunk provider has a trunk group failover enabled to send the calls somewhere else.

The was you do this is to create a User that is forwarded to the outside location. Once that is tested and working, put that User into their own SEQUENTIAL group, call the group and confirm the forwarding. Next, make that Sequential group the Out of Service destination for the normal Main group and put a Set Hunt Group OOS button on the Operator's phone. Press the button and test that an incoming call forwards to the service.

 

[azrael2000]

Hi Tommy...

Almost there.

When I call the redirection phantom extension, the appropriate extension on the other end rings.
When I call the redirection group, the appropriate extension rings.

Have the person push the Set Hunt Group out of service button on their phone.

Call the main group, which calls would normally hit when they call in, and instead of going to the redirect location, after the ring time for the Main group, it goes to the auto attendant set up if no one answers the phone after a given period of time.

I put the redirect group into the main group forwarding tab as a test and it does nothing. After the overflow time is hit, the call goes to the auto attendant even with the set hunt group oos button pushed.

Any other ideas?

Regards

 

[TouchToneTommy]

Incoming calls go to the Main hunt group

The Operator has a Set Hunt Group Out Of Service button for the Main hunt group

The OOS Destination is a SEQUENTIAL hunt group

The Sequential group has a single member

The User is Forwarded (INCLUDING HUNT GROUP CALLS) to the Answering Service

On the System > Telephony > Telephony tab, you've unchecked the "Inhibit Off-Switch Forward/Transfer" box

If your lines are Analog, you've checked the box for "Allow Analog Trunk to Trunk Connect" on the Line > Analogue Options tab
1

 

[azrael2000]

Thanks for all of the wonderful pictures, Tommy.

I noticed that the main group itself is set out of service, and they only have only an out of service destination.

I have to have both... or the customer wants both...night service and out of service... and the main group itself is In Service, not out of service, because the user wants to answer calls during the day, have night service and when they flee the office for some reason, they can redirect a call to another office with 4 digit dialling over an SCN.

When I push the night service button, the calls to the main group are automatically redirected to the night service location, so why doesn't the same thing happen when I push the OOS button?

So I guess what they want CAN'T be done?

Regards

 

[TouchToneTommy]

Is your main group controlled by a time profile?
Is the Incoming Call Route directly to the Main group, or some other destination, such as a VMPro module?
Is the Night Service button controlling the Main group, or some other group?

One technique with VMPro is to send incoming calls to a VMPro module that checks the Day/Night/OOS status of SOME OTHER GROUP and route calls to the main group or the automated attendant based on that status.

 

[azrael2000]

Hi all.

I almost have it working, but there is one thing NOT working.

If I set the OOS, I can set the redirection phantom phone number to a real extension and it works just fine. However, if I try to send it to a phantom which will be unconditionally call forwarded to a module, it never gets to the module.

I can see it within all available extensions, but it won't go to the module, or even a test voicemail.

When I look at SSA, the completing number will show the call taking the SCN line, but when it doesn't complete properly, it doesn't.

I'm stumped.

Regards

 

[critchey]

That sounds like either inhibit off switch forward transfer is still checked and/or allow trunk to trunk connect is not checked (if you have analog line).
See TTT's pictures for those settings and confirm they are correct.

There is also a inhibit off switch on the user level but it is rarely enabled... but just in case go to user>telephony>supervisor settings and make sure that user you are forwarding with has inhibit off switch forward/transfer unchecked.

 

[azrael2000]

Hi All.

Crichey: I have checked the System -> Telephony -> to confirm that the Inhibit off switch transfer is off (unchecked)
The trunks are set to allow trunk to trunk connect. It was a merge, but I told the customer to do a reboot, but so far can't. convince him to do so. If he refuses to do so, there is nothing else I can do. But thus is life.

I don't know if I mentioned this earlier, but when we send a call to a real telephone (ip phone) it seems to work fine. Just sending it to a voicemail module doesn't work. I get a busy.

In my lab system, that I scn'd it works like a charm. However I have centralized voicemail set, and the customer has the NON SUPPORTED remote offices with embedded voicemail, and the main office with a vmpro. And before you say anything they have been warned time and again, that this is a non-supported configuration.

I can only advise, and not force.

Regards

 

[critchey]

Just sending it to a voicemail module doesn't work. I get a busy.

The customer has VMpro at the main office and embedded at the remote offices, which is not supported (for a reason), and until it is tested configured correctly there really isn't much else you can do. Advise them they can contact Avaya, with a support contract, but Avaya will tell them the same thing you are telling them.

You are right, you can only advise and not force, but you can stop wasting your time and tell them what the problem is and then it is on them to fix it or live without the feature. Can't have your cake and eat it too in this situation.

The truth is just an excuse for lack of imagination.

 

[Telecomboy]

Create an H323 extension for the phantom user.