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Forward to a Mobile AND back

Forward to a Mobile AND back

(OP)
Hi Guys,

What I seemingly thought to be an easy job, has turned complicated. The customer is requesting his direct dial forwards to ring his mobile, and if not answered after X amount of rings, it goes to the reception group.

I've been trying with Forward on no answer, Forward Unconditional, even twinning. I'm putting a dummy or physical user in a group, trying it sequentially or overflowing and it seems as soon as it's ringing at the mobile, there's no bring it back into the system.I just can't seem to get it to work.

Any thoughts? Thank you very much in advance.

(Essential Edition, SIP Trunks x8, R10.0.0.3)

DazBob afro2

RE: Forward to a Mobile AND back

This should work:

1. create a personal HG for the user with the direct dial. VM on, add HGroupName to user source number tab so he can retrieve his personal VM from the HG. User is in the HG.
2. set user for twinning, including twinning of HG calls
3. create overflow group, containing the receptionist.
4. set personal HG to overflow to overflow group.
5. make sure that overflow time is a direct multiple of no answer time for personal HG.
6. make sure that cell phone VM time is HIGHER than overflow time

Call should ring user's deskphone, and cell phone at the same time. If not answered on either, call should overflow to receptionist. If not answered on either, call should go to personal HG VM, which appears on users deskphone.

Some suggested timers:
Personal HG: no answer = 20 sec, overflow = 20 second, cellphone VM = 25 second or greater, personal HG VM = 35 seconds.
This should give 3-4 rings on deskphone, 3 rings on cell, 3-4 rings on receptionist, then go to VM.

GB

RE: Forward to a Mobile AND back

Just out of curiosity is there a specific reason that the overflow time needs to be a direct multiple of the no answer time? I know about the rule and I tend to just make them both the same value I am just curious why they decided to make it needed.

The truth is just an excuse for lack of imagination.

RE: Forward to a Mobile AND back

3
because it appears from experience that the call will not overflow while in the middle of ringing a user in a HG.

Therefor, the overflow will happen when the overflow and no answer time, or multiples thereof, line up.

e.g.
no answer = 15, overflow = 12, actual overflow will happen at 60 seconds
no answer = 12, overflow = 40, actual overflow will happen at 120 seconds.

And of course, if HG VM is less than actual overflow, then the actual overflow never happens.

You can fiddle around yourself and see if it works different, but that's my experience. FWIW, I don't think that this is actually documented anywhere.

Under HG overflow in help files it says this:

Overflow Time Default = Blank. Range = Off or 1 to 3600 seconds.
For a group using queuing, the Overflow Time sets how long a call queues before being presented to available agents in the group's Overflow Group List. Note that if the call is currently ringing an agent when the timer expires, it will complete ringing for the group's No Answer Time before overflowing.

I don't think that's actually correct. Certainly, the overflow timer will not interrupt a call ringing to the duration of the no answer timer. But it appears, at least to me, that the help file bit about "it will complete ringing for the group's No Answer Time before overflowing" doesn't work. It's like it tries to overflow, won't (because the no answer hasn't expired), stops trying to overflow, no answer timer restarts, as does overflow timer, rinse lather repeat. At some point, they all line up happily, and overflow happens.

Mind you I haven't played around with this since R9 when I first found it to be an issue. Maybe it's been fixed. But with Avaya and IP office, I've also found that issues which get fixed tend to re-occur, and if I find a way that works, and consistently work I tend to stick with it.


GB

RE: Forward to a Mobile AND back

Ok that makes sense (your explanation makes sense not why its documented incorrectly lol). I appreciate the explanation because it is one of those things I am aware of and account for but never truly understand just kind of went with it. Star for you.

The truth is just an excuse for lack of imagination.

RE: Forward to a Mobile AND back

thanks... again, I tested this significantly back in R9, and my understanding is based on that series of tests. Things may have changed.

Still, sticking to these rules hasn't failed me yet (make no answer = overflow, or overflow be a direct multiple of no answer)

GB

RE: Forward to a Mobile AND back

Don't muck about with a group for the user

set the divert no answer/on busy to the reception group & use twinning to call the mobile
it is possible to delay the twinning to the mobile if desired.



Do things on the cheap & it will cost you dear

RE: Forward to a Mobile AND back

IPGuru has the right answer and @Greybeard, to my experience the overflow timer of a group works as documented, I always test these group ring patterns on any install and it never works as you describe.
In general I install one system a week, some weeks upto three so I know what I am talking about.

RE: Forward to a Mobile AND back

There was definitely a time when overflows or voicemail timers needed to be a multiple of the no answer time for one group type to function correctly, I cannot remember which version it was as it was definitely a few years ago now, but I still program everything as multiples anyway :)

| ACSS SME |

RE: Forward to a Mobile AND back

The overflow timers may have miss behaved in some versions (if so it was a bug & ha been fixed)

it is amazing how many unnecessary programming practices there are as a result of either legacy requirements (@xxx.xxx.xxx.xxx or SIP short codes), incorrect advise form Avaya (No spaces in username/group names) or Bug fix work surrounds


Do things on the cheap & it will cost you dear

RE: Forward to a Mobile AND back

The no space in usernames has now become a thing. If you have a user on R10 with a space in their name then they cannot log into communicator.

| ACSS SME |

RE: Forward to a Mobile AND back

Quote (Pepp77)

The no space in usernames has now become a thing. If you have a user on R10 with a space in their name then they cannot log into communicator.

oh for F**Ks sake
can Avaya even spell Q.A.?


Do things on the cheap & it will cost you dear

RE: Forward to a Mobile AND back

To be fair, we have been advising for years not to use spaces in the username as it has historically caused issues, so unless we're not following our own advice there is not problem smile

RE: Forward to a Mobile AND back

Quote (Amriddle)

To be fair, we have been advising for years not to use spaces in the username as it has historically caused issues

That has not been my experience although I have had Avaya suggest their removal when they have been scratching their heads over a problem, That invariably proved to be "Clutching at straws" & nothing to do with the real issue.

Pepp's suggestion that it now breaks communicator login does however sound like a plausible bug in communicator


Do things on the cheap & it will cost you dear

RE: Forward to a Mobile AND back

In one-x mobile the system automatically adds a _ to any username with a space in it and it logs in, communicator doesnt. Also you can no longer use the extension number in R10 to login to one-x mobile.

| ACSS SME |

RE: Forward to a Mobile AND back

It used to break mailboxes whenever Avaya cocked up VMP Pro (and other things), so to insulate yourself from new bugs as far as possible don't put spaces in the username, full name is fine.
Not saying it's not Avaya's problem (it was their problem years ago too), but that doesn't change the reason for the advice being given in the first place... smile

RE: Forward to a Mobile AND back

Yeah I have instigated a change within our company that all new installs are programmed without spaces in the username, just saves hassle. We didnt notice it for a while as all our one-x mobile users were setup as just single name (ie my username was just Pete), but then a new starter joined and was given firstname surname and we found the issue.

| ACSS SME |

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