Weird Out of Hours Voicemail Problem and Alpha Tagging 1

[RDECIT]

This is a wierd one and you wouldn't think the two items would be related but here goes.

We have a DDI for a helpdesk, this is speedcalled to a hunt group (for example 1000). A hunt group is used because ring groups cannot be re-routed.
During the day the hunt group goes to a ring group of two poeple.
During the night the hunt group is directed to a NameTage HuntGroup which is ALWAYS re-routed to voicemail.

Okay, with me so far...good.

Now here's the problem. If I have the huntgroup 1000 set a a voice huntgroup, voicemail works a treat but Alpha tagging doesn't. The sets just show FROM 1000 on the screens.
If I change the huntgroup 1000 to a NameTag, the sets then show Helpdesk 1000 (So they know the helpdesk number has been called) but when you sent to voicemail at night instead of the message recorded by the client, you get the default THANKYOU FOR CALLING, IF YOU HAVE A TOUCHTONE PHONE...blah blah blah.

What's going on. I've done this same setup at a client 1 week earlier and everything works fine on NameTag groups only. The difference between the two is 3300 software versions. The working copy is on the lastest v9 build, the non working is on an older v8 build.

 

[Mitelmatt]

what sets are you using?

what's the mailbox number you;re sending the call too?

Nametag groups take the original dialled digits and replace with it's

Have you named the Ring Group?

I take it 1000 is named in the tel dir as Helpdesk 1000 yes?

 

[kwbMitel]

I have noticed inconsistant results when using nametag groups to forward to VM in the manner you are describing. Particularily when the fwd/routing is immediate.

I suggest you use the method suggested by Mitel for this purpose as I have yet to see it fail. The following FAQ will give you the idea.

faq1329-6743



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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[RDECIT]

what sets are you using? 5430

what's the mailbox number you;re sending the call too? The hunt group that always re-routes to voicemail is 2011, so I created a mailbox called 2011

Nametag groups take the original dialled digits and replace with it's

Have you named the Ring Group? Yes named in the telphone directory

I take it 1000 is named in the tel dir as Helpdesk 1000 yes? It's just named as Support, but when it works the 5340 displays From Support 1000

 

[Mitelmatt]

ok, whilst i here what kwbmitel is saying i've never had problems with nametag and forwarding to vms.

So to get the call flow straight; you have an incoming call going to a hunt group. In day it is re-routed to a ring group and under night 1 re-routed to VMS yes?

So if you have the front end hunt group as a Nametag (pilot number 2011) labeled support it goes to the Ring group and says "support" yes?

But under night 1 when re-routed to VMS it goes to the AA rather than mailbox 2011 yes? And that is definately how it's set up yes?

 

[RDECIT]

Matt this is how it is:

So to get the call flow straight; you have an incoming call going to a hunt group. In day it is re-routed to a ring group and under night 1 re-routed to VMS yes? THIS IS CORRECT - But at night it is re-routed to another huntgroup which is always rerouted to 6000 (Voicemail)

So if you have the front end hunt group as a Nametag (pilot number 2011) labeled support it goes to the Ring group and says "support" yes? CORRECT but when the ring group over flows to a huntgroup that redirects to VM you get the AA

But under night 1 when re-routed to VMS it goes to the AA rather than mailbox 2011 yes? And that is definately how it's set up yes? CORRECT

 

[kwbMitel]

Rob,

As mentioned before, the issues I have seen with nametag huntgroups when set up the way you are attempting is it doesn't work as expected when the rerouting is immediate.

With the night routing group, try setting COS for the group to have a fwd no answer timer of 5 seconds and use the 1st alternative routing to VM instead of using always routing.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[tlpeter]

If it workes alright in 9.0 and not 8.0 then upgrade the system
You probably have bug in 8.0

9.0 full installes are much quicker then 8.0 so the time is not an issue

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[RDECIT]

kwbMitel thanks, that might be a good idea, I'll give it a go.

tlpeter, it've though about upgrading the box. But how do Mitel stand on this, don't you need update protection (it's called something else, but the name escapes me) where they need almost be licensed to update, or is my understanding wrong

 

[kwbMitel]

It's called software assurance and it needs to be current to allow an upgrade from 8 to 9. It doesn't have to be current if the upgrade is within a release 8.x to 8.x1 for example.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[tlpeter]

If you are lucky you still can do it
Normaly a year is free

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[Mitelmatt]

Rob

What time of hunt group have you got after the re-route in night 1 and the overflow?

 

[RDECIT]

Circular - NameTag

 

[Mitelmatt]

And that number is what?

I think that is your problem, because nametag groups take the group digits Not the original digits, it's trying to send the call to the mailbox with the same as the second group.

Change the second group to voice and it will then go to the original nametag (2011) mailbox

 

[RDECIT]

Matt, thanks for your help. You were right, at the end the voicmail (in night mode) was taking on the mailbox number of the original hunt group, not the secondary. So I ammended the mailbox number to match the primary hunt group and this worked fine. I then realised that there was no point in the second group, so this has been removed from the flow without a problem.

As for day mode, I then realised that I've been putting un-required huntgroups in the flow. I just overflowed the ring groups to 6000 and created a vm mailbox the same DN as the ring group and that works as well.

This solution is a definate keeper, a big lesson learnt on my part.

 

[Mitelmatt]

Hi rob

yeah sometimes the solution is simpler than it first appears!

No probs mate glad to help