External calls not forwarding

[AngryDog81]

Hi all,

I am not a phone engineer but I have inherited an Avaya 500 v2 phone system for the company that I work for.

I am trying to set up call forwarding to an external number for one user who works mainly from home.

I have added the number in Forwarding for his extension, ticked the boxes in there as well.
Voice mail is turned off for this user.
We do not need to dial 9 for an outside line.

We use Voice Mail pro to forward out of hours calls to an external number so I know we can do it.
Inhibit off-switch... is un-ticked.

Any ideas where to look next please?

Thank you.

 

[budbyrd]

Depending on the version, there is also a restiction on a per user basis for trunk to trunk transfer. I would look there. If you are using analog lines there is also a restiction there, but I would doubt that is the problem if VM Pro can do it.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[AngryDog81]

Thanks for your reply.
We are using version 9.0.0.0 build 829.

 

[janni78]

I'm guessing the service provider doesn't like the forwarded CLI, but only way to tell is to trace the call in SysMon to see why it doesn't work.

"Trying is the first step to failure..." - Homer

 

[AngryDog81]

How do I do that please?

 

[IPGuru]

I am not a phone engineer but I have inherited an Avaya 500 v2 phone system for the company that I work for.

whilst i is reasonably straightforward to manage an IP office without much training using & understanding System monitor output is something that does need experience.
it is at times like this that you will find benefit in having a maintenance contract with a competent & understanding maintainer.

for basic diagnostics so far I suggest the following

1 are you trying to dirt direct calls or group calls (you can only divert Group calls for Sequential & rotary groups)?
2 can you divert the call to an internal number.
3 can the extn concerned answer a call & hen transfer i to an external number
4 Finally when 2 & 3 are both successful try using mobile twinning rather than forward unconditional.





Do things on the cheap & it will cost you dear

 

[AngryDog81]

whilst i is reasonably straightforward to manage an IP office without much training using & understanding System monitor output is something that does need experience.
it is at times like this that you will find benefit in having a maintenance contract with a competent & understanding maintainer.

for basic diagnostics so far I suggest the following

1 are you trying to dirt direct calls or group calls (you can only divert Group calls for Sequential & rotary groups)?
2 can you divert the call to an internal number.
3 can the extn concerned answer a call & hen transfer i to an external number
4 Finally when 2 & 3 are both successful try using mobile twinning rather than forward unconditional.

Thanks. I agree on the phone maintenance. I will need to speak to my manager about it as I feel it is something that we should have.

1) Just a direct call. I am calling the extn, ie 01234 123456 from my mobile.
2) I set the forward number to my extn and it did not forward.
3) I will have to do that when I am back in the office.
4) What is mobile twinning please?

 

[IPGuru]

2) I set the forward number to my extn and it did not forward.

Then things are not configured how you think they are with regards to incoming call routes & call forwarding, the off switch requirement is a red herring.what happens when you dial the extn internally?

4) What is mobile twinning please?

it is were the system will call an eternal number at the same time an extn is ringing. select the user go to the mobility tab & press F1 for help*


* BIG NOTE the IP Office help files are actually helpful!








Do things on the cheap & it will cost you dear

 

[AngryDog81]

I have just called the extn from my extn and the call forwarded. So it works if you do it internally, but it isn't passing on the external call.

 

[IPGuru]

what is he destination of the incoming call route?
I do not believe it is direct to the extn.

if it is you are almost certainly going to need to find your way around system monitor which will be complex & will probably require professional assistance beyond what can be given here


Do things on the cheap & it will cost you dear

 

[AngryDog81]

Is there a way to find that out?
We have a main phone number, ie 01234 123000 and then I can dial 01234 123456 to get to his extn.
I called his extn from mine and it forwarded the call to my mobile.