Virtual PS In Ring Group Never Goes Back To Auto Attendant

[techtactics]

Hello all, I'm working through some work-from-home problems like everyone it seems. Any help would be appreciated.

I'm working on a TDE200 with PRI and the Enhanced Features License. I'm trying to get a call to ring to a single home phone number (no answering machine or voicemail), and then pull back to the Panasonic Auto Attendant.

The issue I'm having is the call rings out to the home phone, but never pulls back to auto attendant. It looks like the call is forwarding the call out instead of the group setting up a call to the home phone, and the system following the group settings. It's been a while since I've done this, but I've followed the manual, and followed other peoples' posts.

Here is the gist of what I've done:

Setup:
1. Go to 1. Configuration – 2. Portable Station. Assign Virtual PS Extension
Numbers. One for each Cell Phone you will be using. This will become the Cell
Phones Extension number.
2. Go to 4. Extension – 2. Portable Station – 2. FWD/DND. Each Extension assigned
on previous step should be Call FWD to respective Cell Phone number. Make sure
to enter 9 before the phone number.
3. Go to 2. System – 7. Class of Service – 1. COS Settings. Click on CO & SMDR
tab. Set Call Forward to CO to Enable.
4. Go to 3. Groups – 5. Incoming Call Distribution Group – 1. Group Settings.
Enter in a Floating Extension Number for an ICD Group. Also set Distribution
Method to Ring.
5. Go to 3. Groups – 5. Incoming Distribution Group – 4. Members. Enter in
Extension numbers you wish to be part of ICD Group, including the Virtual PS
Extensions you assigned in step 1.
6. Go to 10. Co and Incoming Call – 3. DID Table. Set the necessary DID’s
destination Day to the ICD Group Number assigned in step 4.


I have a Virtual PS set up as x6052. Its forwarding is set up to forward all to a home phone number with 9 in front. x6052 is the only member of ICD Group 6092. ICD Group 6092 is set up as a "Ring" group with intercept setting to the Voicemail extension after 20 seconds.

When I take the virtual PS (x6052) out of the group, the call gets answered by the correct auto attendant after 20 seconds. I put the Virtual PS in the group and the home phone rings, but the call never reaches auto attendant (rings indefinitely). I have tried adding other members to the group, setting up queuing time tables with overflow after 20 sec, other forwarding numbers, and changing the group type, all to no avail.

Does anyone have an idea as to what's going on?

 

[daddybadger]

how about sending it to a spare slt port instead of the PS with the intercept destination set as vm on that extension?

 

[techtactics]

Hey daddybadger, I don't know if i'm understanding what you mean...

The main thing I need to do is have a call ring out to an outside party, and then pull back to the main auto attendant if they don't answer after 20 seconds. Are you saying ring a spare SLT that's forwarded, and then set set intercept to VM somehow on the call?

 

[obtsystems]

It won’t pull back once sent external to a mobile because it doesn’t know if it is answered, once the system gets connected to the mobile ( ringing) it cannot tell if the user answered the mobile. If it did it could cut off the call

If you have multiple users in the group on mobile ( max 4 per group) they will all ring as long as you have enough lines. Whoever answered it will gat the call and the other ones will stop

 

[techtactics]

I've set this up before with great success, and I haven't ever had this happen, but with any amount of PS extns in the group, it just forwards out to the first one instead of ringing any other extensions. I've been on with Panasonic Tech Support today, and we've tried a few things, like making the PS the last member of the group (with only other wired extns, and with other PS) and such, but they don't know why it's broken either. Panasonic doesn't always have the answer though. Can you think of any system setting that would break the group ringing like this?

 

[obtsystems]

Why is it ringing the group before the auto attendant first. If it was answered by the AA first you could get that to pull back the call if you don’t have the FXD just FX set on the transfer sequence

 

[obtsystems]

I did some testing on ddi’s to a extension that is forward to mobile and has intercepted on the phone to voicemail, it did pull back to the internal voicemail. It has sip trunks, not sure it makes a difference.

Have you tried putting intercept on the PS and see if it follows

 

[techtactics]

The issue I'm having is getting the call to pull back to the auto attendant, and not to a voicemail box. I appreciate your help a lot, but I don't think there's another way to get that to happen... at least not a clean one. The enhanced features license is supposed to allow for adding a virtual portable station to a group, and follow group settings (like overflow to AA, queueing time tables, etc...) until answered.

I got this escalated up to Panasonic's real tech support... They said the reason it's not working is the carrier is sending a connect message on the cell phone while it starts to ring, so the call looks like it is answered.

 

[UnderTheBusAsUsual]

Techtactics,

Did you manage to get a resolve for this? I believe I have a similar thing with one of our customers, but what is happening with ours is that the calls just end up getting stuck in the AA queues. Changing the ring distribution type temporarily fixes it, but its not good


Should have been a Bus mechanic seeing as I spend so much time under them.

 

[techtactics]

Hi UnderTheBusAsUsual... I do not have a resolution for this. We had to just forward the calls to the cell phone number directly. I'm sure with enough time and effort I could have had the call pull back to the AA by adjusting transfer sequences and forwarding directly from the AA, but the customer did not want to move forward with that. What is your issue? If it isn't identical I might be able to help.