ATTN call flow issues

[ATI2ner]

Calls to our main number hit a HUNTGROUP that sends all calls to Modular Messaging for Auto Attendant treatment. When a person dials "0" in MM, the call is queued to the Attendant Console, which is currently the SOFTCONSOLE application. (The users do not like One X Console- know of any alternatives?)

When the call to the attendant console is not answered promptly, the caller goes into a on-hold sub-system (music, message, music, message) that has issues- namely they can't get out of it. The call is never presented to the console again, even when the console is available for a call.

How can I tell where these calls are going? Is there a cover path for the Attendant Console (I don't see any setting on DISPLAY ATTENDANT). I also do not see anything in MM that looks to be music-on-hold sub routine.

If you could give me a direction to start looking, I would be most grateful.

 

[fataldata]

When a person dials "0" in MM, the call is queued to the Attendant Console, which is currently the SOFTCONSOLE application

First off, I don't have any MM experience but how is the call queued in MM? My guess if it's like Audix is that MM merely transfers the call to an extension on the CM which is more than likely a VDN using a vector to process the call. The vector is what I believe needs to be analyzed, that and the status of the attendant.

C/N - find the treatment in MM for digit press 0, display/status that extension in CM post findings.

 

[ATI2ner]

fatadata- Thanks for the reply. MM sends the call to the Attendant for TN 1 (ext 31211), not to a station. That is why I don't know what the coverage is, as there is no coverage path on the attendant console settings. What I am looking for is, information on how calls to the attendant are queued.

display attendant 2 Page 1 of 4
ATTENDANT CONSOLE 2

Type: 302 Name: Westerville Operator
Extension: 13211 Group: 1 Auto Answer: none
Console Type: principal TN: 1 Data Module? n
Port: S00990 COR: 18 Disp Client Redir? n
Security Code: * COS: 0 Display Language: english
H.320 Conversion? n

DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS (Trunk Access Codes)
Local Remote Local Remote Local Remote
1: 801 5: 9:
2: 6: 10:
3: 7: 11:
4: 8: 12:

HUNDREDS SELECT BUTTON ASSIGNMENTS
1: 558 5: 584 9: 588 13: 17:
2: 559 6: 585 10: 589 14: 18:
3: 582 7: 586 11: 15: 19:
4: 583 8: 587 12: 16: 20:

display attendant 2 Page 2 of 4
ATTENDANT CONSOLE

VIS FEATURE OPTIONS

Auto Start? y
Echo Digits Dialed? y

IP FEATURE OPTIONS

Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 13211 Always Use? n IP Audio Hairpinning? n
Service Link Mode: permanent
display attendant 2 Page 3 of 4
ATTENDANT CONSOLE

FEATURE BUTTON ASSIGNMENTS

1: split 13: abrv-dial List: 3 DC: 95
2: directory 14: abrv-dial List: 3 DC: 96
3: atd-qcalls 15: abrv-dial List: 3 DC: 97
4: 16:
5: abrv-dial List: 3 DC: 90 17:
6: hold 18:
7: abrv-dial List: 3 DC: 80 19: forced-rel
8: busy-ind TAC/Ext: 64600 20: crss-alert
9: busy-ind TAC/Ext: 64601 21: cw-ringoff
10: busy-ind TAC/Ext: 64602 22:
11: abrv-dial List: 3 DC: 85 23: night-serv
12: hunt-ns Grp: 10 24: pos-busy

display attendant 2 Page 4 of 4
ATTENDANT CONSOLE

DISPLAY BUTTON ASSIGNMENTS

1: normal 5:
2: 6: call-disp
3: 7: date-time
4: next 8: timer

status attendant 2
ATTENDANT STATUS

Console Number: 2 Service State: in-service/idle
Port: S00990 Download Status: pending



Connected Ports:

 

[fataldata]

Display Tennant 1 and post. Here is mine the Attendant vectoring is the vdn where phones in that tennant go when the press 0. You could also try 'list usage extension 31211' to find out where that extension is used.

Also if you wrap your printouts in code tags they will be easier to read. You don't need to define the code language.

display tenant 1                                                Page   1 of   2

                               TENANT 1

           Tenant Description: Hotel

              Attendant Group: 1

        Ext Alert Port (TAAS):

            Night Destination:

                 Music Source: 1

      Attendant Vectoring VDN: 1691

 

[ATI2ner]

fataldata- thanks for the help. List usage extension 31211 returns "No data in the system to list." And I don't know what this means "wrap your printouts in code tags"

TENANT 1

Tenant Description: Westerville

Attendant Group: 1

Ext Alert Port (TAAS):

Night Destination:

Music Source: 16

Attendant Vectoring VDN:

DISTINCTIVE AUDIBLE ALERTING
Internal: 1 External: 2 Priority: 3
Attendant Originated Calls: external

COS Group: 1

 

[AvayaTier3]

Check out fataldata last thread

When posting screenshots from CM use code tags to get alignment that we can read that looks like
what you are reading from the pbx. Without them the alignment is wrong and makes reading screens very difficult

literally (leave out the "\" backslashes

\\[code\\]
display station
.... ....
.... ....

.... ....

.... ....

Command: display station
\\[/code\\]

It will display with correct alignment like below

display station
....                 ....
....                 ....

....                 ....

....                 ....
Command: display station

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[fataldata]

Well I was looking or a VDN in the Tennant page but there isn't one, however upon re reading the thread I think I see the problem. In post #2 you mention

MM sends the call to the Attendant for TN 1 (ext 31211), not to a station.

But in your display of the attendant the extension is 13211

ATTENDANT CONSOLE 2

Type: 302 Name: Westerville Operator
Extension: 13211

Shouldn't these match? or are we dealing with some fat fingering?

Seems like MM should route the call to 13211 not 31211.

Code Tags are the icon with the <> above the reply window when you are typing. Kind of like quote tags only for code.

 

[ATI2ner]

Fat fingers- 13211 is the ext for the console, and that is also where MM forwards the call. Fat finger was in this thread, not the programming. Sorry.

list usage extension 13211

                             LIST USAGE REPORT

Used By
Attendant            Attendant Number     2
                                                             Attendant Ext
Attendant            Attendant Number     2
                                                           Emrgncy Loc Ext