Employee calls a wrong internal number the call is routed back to our hosp desk.. Can I change this?

[Randy_F]

Avaya IP Office 500 9.0.7

Our current phone system has been here for awhile... long before my time anyway
Our hospitality desk said internal calls "when dialed incorrectly" are routed back to the hospitality desk
Currently when an employee calls a wrong internal number the call is routed back to our hospitality desk... can I change this... and if so how
I'm not sure if it was setup this way or if it is a glitch within IP office

All help is much appreciated

 

[snowman50]

What's your definition of a wrong extn..

A number that doesn't exist.
Or a number that does exit on the system but not allocated to anyone.

I would try looking at the call forward tab for those users first.
See if they are programmed to forward to the hospitality desk number.

If you have voicemail pro then it will be more complicated.
There could be a module used to route internall calls that don't exist.

 

[sizbut]

Yes, a bit more definition of "wrong" would help - it can be numbers that don't exist, or existing numbers they are not meant to call.

Still, if someone dials XXX that doesn't match an extension number, the system will look for a matching shortcode instead. So you need to be looking for something like a 2XX shortcode (if say your extension numbering is 200-299) and following the trail that takes. They may have also done it with a ? short code but that would mess your external calls unless you use something like a dial 9 prefix for external.

So as always more info will help us help you. And the obvious is watch the trace of a deliberate 'wrong' extension call in SSA or System Monitor. It will show you what the system used to route the call.

Stuck in a never ending cycle of file copying.

 

[Randy_F]

Thanks for the info...
So by wrong I mean the extn they dial is just wrong... to my knowledge no one is restricted from dialing any numbers

 

[Randy_F]

I dont understand the short code stuff.... what am I looking for that could be causing this?

 

[Randy_F]

snowman50 - We have VM Pro... I checked the forward tab in IP office for all our users and no one is set to forward to the hosp desk

 

[snowman50]

What do they dial...what is it that makes the extn wrong
Give us a Woking example of a wrong internal call.
Give us an example of a correct call.

What are the extn number ranges.

Is it if some one dials 0123..maybe 0 is set to go to reception.
Trace a call using SSA. And see what happens..

It's to hard to understand what's happening with out more precise information

 

[TouchToneTommy]

Hey Randy, you're not giving a very clear description of the problem

User on an internal telephone lifts the handset and intends to dial Ext. 101, but accidentally dials 102 instead. 102 is not a valid extension number on the system, and the call ends up at the Hospitality Desk??

Outside caller reaches the Automated Attendant, which says "if you know your party's extension number, dial it now". Caller dial 102 because they think that's the right number, but the call ends up at the Hospitality Desk?

Who is dialing, what are they dialing, and what is happening when they dial it. What does the display of the phone say, are there any error tones generated by the system?

 

[Randy_F]

Sorry for the lack of detail.... I have a broken finger ... Im typing with one hand... takes a while
Example of a Correct call:
Good extensions that exist in IPO = 100-120
Good call- End User dials Extension 101 --- No problem

Bad call- End User dials Extension 135 by mistake --- Call is routed to the Hosp desk

 

[sizbut]

Sorry Randy but the accuracy of our guesses is proportional to the information available and at the moment that's pretty low.

Its none default behaviour, so my first stop would be looking for none-default short codes (okay, years of looking at them does help). There a list of the default ones on the IP Office Manager help (press F1). Compare to those in your system.

If no suspects appear there, look at the affected users. They shouldn't have any short codes by default. Same with user rights.

Beyond that, I would be running System Status and looking at the extension trace as the user makes a 'wrong' call.

Stuck in a never ending cycle of file copying.

 

[snowman50]

So look at manager and see if 135 exists in some sort of manner ..
Could be a phantom Extn.
Could be a Hunt Group extn number.

Is it a Hunt group number with the hospitality extn a member of the group.

What does the Hospitality extn display on the screen when the call comes in from the misdialled extn.