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unable to transfer calls 1

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Blight

Blight

Vendor
Apr 5, 2007
176
US
As of yesterday 2 of our EPN's are now unable to transfer calls... Worked fine up until yesterday... No changes were made to those 2 epn's... Anyone have any idea... system is a G3r 1.11
 
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Put a trace on your station.

List trace station XXXX.

Place a call through the Auto Attendant to your phone.

Try to transfer the call.

Copy and Paste the results here for all to see.

Maybe something will show up that we can help figure out.
 
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Welp I see the problem... But what COR would be restricting the transfers? Especially since nothing has changed.

Code: 
 LIST TRACE

time            data

13:17:53     conf/tran hold station    32956 cid 0xd6a
13:17:53     active station    32956 cid 0xfe8
13:17:54     dial 32977
13:17:54     ring station    32977 cid 0xfe8
13:17:58     denial event 1761: Transfer COR restrict D1=0x4920 D2=0x11
13:17:58     transfer station    32956 cid 0xfe8
13:17:58     active station    32977 cid 0xfe8
13:18:08     idle station    32956 cid 0xfe8
13:18:08     unhold station    32956 cid 0xd6a
13:18:14     idle station    32956 cid 0xd6a

 
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Something in your COR is preventing you from doing the transfer. Look at the Group Controlled Restriction field on page 1. It should be 'inactive'.

Kevin
 
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Code: 
Page 1:
CLASS OF RESTRICTION

               COR Number: 85
          COR Description: VDN

                      FRL: 0                                APLT? n
  Can Be Service Observed? n           Calling Party Restriction: none
Can Be A Service Observer? n            Called Party Restriction: none
        Time of Day Chart: 1       Forced Entry of Account Codes? n
         Priority Queuing? n                Direct Agent Calling? n
     Restriction Override: all        Facility Access Trunk Test? n
     Restricted Call List? n                 Can Change Coverage? n

            Access to MCT? y            Fully Restricted Service? n
Group II Category For MFC: 7            Hear VDN of Origin Annc.? n
         Send ANI for MFE? n             Add/Remove Agent Skills? n
            MF ANI Prefix:              Automatic Charge Display? n
Hear System Music on Hold? y   PASTE (Display PBX Data on Phone)? n
                        Can Be Picked Up By Directed Call Pickup? n
                                    Can Use Directed Call Pickup? n
                                    Group Controlled Restriction: inactive    

Page 2:
CLASS OF RESTRICTION

                     MF Incoming Call Trace? n
               Brazil Collect Call Blocking? n
                     Block Transfer Display? n
Block Enhanced Conference/Transfer Displays? y
                     Remote Logout of Agent? n


                           Station Lock COR: 85

        Line Load Control: 1
 Maximum Precedence Level: ro           Preemptable? y
 MLPP Service Domain:
                                                            
Page 3:
                              CLASS OF RESTRICTION


CALLING PERMISSION (Enter "y" to grant permission to call specified COR)

  0? y     12? y     24? y     36? y     48? y     60? y    72? y     84? y
  1? y     13? y     25? y     37? y     49? y     61? y    73? y     85? y
  2? y     14? y     26? y     38? y     50? y     62? y    74? y     86? y
  3? y     15? y     27? y     39? y     51? y     63? y    75? y     87? y
  4? y     16? y     28? y     40? y     52? y     64? y    76? y     88? y
  5? y     17? y     29? y     41? y     53? y     65? y    77? y     89? y
  6? y     18? y     30? y     42? y     54? y     66? y    78? y     90? y
  7? y     19? y     31? y     43? y     55? y     67? y    79? y     91? y
  8? y     20? y     32? y     44? y     56? y     68? y    80? y     92? y
  9? y     21? y     33? y     45? y     57? y     69? y    81? y     93? y
 10? y     22? y     34? y     46? y     58? y     70? y    82? y     94? y
 11? y     23? y     35? y     47? y     59? y     71? y    83? y     95? y

Page 4:
                              CLASS OF RESTRICTION


SERVICE OBSERVING PERMISSIONS
(Enter "y" to grant permission to service observe the specified COR)
  0? y     12? y     24? y     36? y     48? y     60? y    72? y     84? y
  1? y     13? y     25? y     37? y     49? y     61? y    73? y     85? y
  2? y     14? y     26? y     38? y     50? y     62? y    74? y     86? y
  3? y     15? y     27? y     39? y     51? y     63? y    75? y     87? y
  4? y     16? y     28? y     40? y     52? y     64? y    76? y     88? y
  5? y     17? y     29? y     41? y     53? y     65? y    77? y     89? y
  6? y     18? y     30? y     42? y     54? y     66? y    78? y     90? y
  7? y     19? y     31? y     43? y     55? y     67? y    79? y     91? y
  8? y     20? y     32? y     44? y     56? y     68? y    80? y     92? y
  9? y     21? y     33? y     45? y     57? y     69? y    81? y     93? y
 10? y     22? y     34? y     46? y     58? y     70? y    82? y     94? y
 11? y     23? y     35? y     47? y     59? y     71? y    83? y     95? y
 
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This COR is for the VDNs. What does the COR for station 32977 look like?

Kevin
 
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This is for 32977

Code: 
                              CLASS OF RESTRICTION

               COR Number: 34
          COR Description: Local/800/DSN-I,G/FTS-Hospital

                      FRL: 4                                APLT? n
  Can Be Service Observed? n           Calling Party Restriction: none
Can Be A Service Observer? n            Called Party Restriction: none
        Time of Day Chart: 2       Forced Entry of Account Codes? n
         Priority Queuing? n                Direct Agent Calling? n
     Restriction Override: all        Facility Access Trunk Test? n
     Restricted Call List? n                 Can Change Coverage? n

            Access to MCT? y            Fully Restricted Service? n
Group II Category For MFC: 7            Hear VDN of Origin Annc.? n
         Send ANI for MFE? n             Add/Remove Agent Skills? n
            MF ANI Prefix:              Automatic Charge Display? n
Hear System Music on Hold? y   PASTE (Display PBX Data on Phone)? n
                        Can Be Picked Up By Directed Call Pickup? y
                                    Can Use Directed Call Pickup? y
                                    Group Controlled Restriction: inactive

Page 2:
                              CLASS OF RESTRICTION

                     MF Incoming Call Trace? n
               Brazil Collect Call Blocking? n
                     Block Transfer Display? n
Block Enhanced Conference/Transfer Displays? y
                     Remote Logout of Agent? n


                           Station Lock COR: 34

        Line Load Control: 1
 Maximum Precedence Level: im           Preemptable? y
 MLPP Service Domain:

Page 3:
                              CLASS OF RESTRICTION


CALLING PERMISSION (Enter "y" to grant permission to call specified COR)

  0? y     12? y     24? y     36? y     48? y     60? y    72? y     84? y
  1? y     13? y     25? y     37? y     49? y     61? y    73? y     85? y
  2? y     14? y     26? y     38? y     50? y     62? y    74? y     86? y
  3? y     15? y     27? y     39? y     51? y     63? y    75? y     87? y
  4? y     16? y     28? y     40? y     52? y     64? y    76? y     88? y
  5? y     17? y     29? y     41? y     53? y     65? y    77? y     89? y
  6? y     18? y     30? y     42? y     54? y     66? y    78? y     90? n
  7? y     19? y     31? y     43? y     55? y     67? y    79? y     91? n
  8? y     20? y     32? y     44? y     56? y     68? y    80? y     92? n
  9? y     21? y     33? y     45? y     57? y     69? y    81? y     93? n
 10? y     22? y     34? y     46? y     58? y     70? y    82? y     94? n
 11? y     23? y     35? y     47? y     59? y     71? y    83? y     95? n

Page 4:
                              CLASS OF RESTRICTION


SERVICE OBSERVING PERMISSIONS
(Enter "y" to grant permission to service observe the specified COR)
  0? y     12? y     24? y     36? y     48? y     60? y    72? y     84? y
  1? y     13? y     25? y     37? y     49? y     61? y    73? y     85? y
  2? y     14? y     26? y     38? y     50? y     62? y    74? y     86? y
  3? y     15? y     27? y     39? y     51? y     63? y    75? y     87? y
  4? y     16? y     28? y     40? y     52? y     64? y    76? y     88? y
  5? y     17? y     29? y     41? y     53? y     65? y    77? y     89? y
  6? y     18? y     30? y     42? y     54? y     66? y    78? y     90? y
  7? y     19? y     31? y     43? y     55? y     67? y    79? y     91? y
  8? y     20? y     32? y     44? y     56? y     68? y    80? y     92? y
  9? y     21? y     33? y     45? y     57? y     69? y    81? y     93? y
 10? y     22? y     34? y     46? y     58? y     70? y    82? y     94? y
 11? y     23? y     35? y     47? y     59? y     71? y    83? y     95? y
 
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so I contacted avaya, and they tell me they've never heard of this issue... they're escalating it, but at this point i'm not holding my breath...

Frustrated
 
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Under system-parameters features, what is the setting for trunk-to-trunk transfers?
 
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Hello, this is a user from Europe.
Have the same problem since a lot of weeks, until today no results. Avaya made some mst-traces, but no errors.

Look for COR in your attendants!
In our case there´s played music while caller is waiting for its transfer. Unbelivable, but a wrong COR in the music can block transfer.

This helped us in 90% of cases.
But there are still problems and I´m searching for an other COR or anything else.

 
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Just for laughs temporaily change the COR on the number you are trying to transfer to. Make them both the same. I guess that would be 34 then try transfering the call.
 
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ok, thats the 2nd person who had the same denial event as me that had a problem with their music on hold. Working on it now... will keep updated
 
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PROBLEM FIXED HERE IS WHAT WAS WRONG:

After some digging around I figured out that every hunt groups COR was set to default(1). I built a new COR 84 and set hunt groups(OVER 300!) to 84 and everything started working... apperently transfer has never worked here since the system was setup... go figure...
 
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Thanks for posting the resolution Blight. It may help someone down the line with the same problem.

Hell, there are no rules here - we're trying to accomplish something.
Thomas A. Edison

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


 
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