Night Mode not working - only a busy signal

[JustineD]

I have IP Office 500 version 4.2 (17) and over the past weekend I recieved a call from an employee informing me that clients are calling the office (after hours) and not getting into our phone system. They do not get a ring or go to voicemail and the calls are dropped immediately.

I called my service provider of the phone system Monday morning and they remoted in and looked around and got it working. However, two days later (last night) another employee called me and said she pressed the night mode button and then called it on her cell to ensure it worked and it dropped her call immediately.

When the night mode button is pressed and a call comes in (whether it is from an internal or external phone) the caller hears a busy signal. And, if I try to dial out on one of the phones in the office, the display reads Number Busy Disc.

If I press the short code of *98 (which was configured to be the short code for night mode) I can hear the night mode greeting and am also able to press #8 (which was a second night mode configured) to get to our Directory. Using *98 I hear our Night Mode greeting and can press 8 to successfully get to the directory and can then press a digit to get to the extension I need. So the short code seems to work but somewhere else the main number is not seeing that or got disconnected from it. I don't know.

I am not too familiar with all the features and call routes or hunt groups in the Phone Manager but do have an understanding and knowledge and just need a little push, direction and/or help on how to figure out how to get it working again. I have called the service provider again and placed a service call order but wanted to know how it works myself and troubleshoot it in case it happens again in the future and I am awaiting a call back from the provider so technically night mode is "down".

Any help is greatly appreciated. And, if anyone needs additional information from me on the system, I will glady post or attach.

Thank you very much!!

 

[amriddle01]

You need to look at the group you are putting into night service to see where the Night service fallback is set to, it's under the fallback tab This is something that should just continue to work really, unless they have programmed it badly of course

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[TomMills]

If you are unable to dial out then i would say it's a line issue. What happens if you ring a ddi whilst the night mode is disconnecting you?

"There's a dog in the New Zealand section

 

[amriddle01]

Ah I missed that part, man I'm missing allsorts today

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[TomMills]

got that image of bas on the brain?

"There's a dog in the New Zealand section

 

[JustineD]

You guys rock!!! And are so quick! Thank you so much - that was exactly the issue. The Fallback group for the Main line had "none" selected. I selected the auto attendant for night mode and now it works perfect!! Thank you again. I will definatley pass this forum on to all and post again!

 

[amriddle01]

No worries, but as Tom pointed out if you unable to dial out you have other issues, as that would not be effected by that setting

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[JustineD]

Dialing out works and I apologize for my quick typing skills and thoughts. I realized that I did not explain the dialing out part correctly. I should have written "when using a internal phone to call the main line when the night mode did not work - the display read number busy. Otherwise, if I called any other number it was working as normal. This surely saved us an expensive service call! Thanks.

 

[tlpeter]

But if it works for a couple of days and then suddenly stop you ave a problem
I think some one has a button that can change the destination of the night service
So take a look to the buttons of the users and see if i am right

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!

 

[JustineD]

I guess I jumped the gun too fast! It did happen again last night. It was working fine when I left the office but when the Admin Assistant put the phones on Night Mode they no longer worked. I am now looking deeper into this and trying to figure out what is happening and am print screening the configurations on the Phone Manager to try to route how the night mode is configured and why it is not working. At this moment when I press the night mode button (during the day) we hear the greeting. We are NOT able to press #8 to get to our second night mode - the Directory. It simply disconnects the call after you press 8. I am also checking into the Time Profiles that have been created and not set. The provider told me that they were in there but did not need to be used and I don't think that sounds right. I actually think he may have messed up the settings by trying to use a night mode and time profiles but did not fully configure it correctly. But like I stated, I am not the expert - just the one trying to get it working. By the end of all this I may feel as if I am climbing my way to up the ladder of Avaya IP Office. lol

Tlpeter said "But if it works for a couple of days and then suddenly stop you ave a problem. I think some one has a button that can change the destination of the night service
So take a look to the buttons of the users and see if i am right"

I am also checking more details about the users button programming and will take prints screens of those as well to see if I can catch something somewhere in regards to it. I did notice the Night mode buttons on the users phones are set to go to the AW Main Auto Attendant and NOT the actual Night Mode auto attendant. BUT since the AW Main line should be set up properly with Time Profiles then would the Night Mode button even be necessary on the user phones at all? Can it be removed and the system automatically be set to change due to the Time Profiles and Fall backs to the night mode auto attendant? Please tell me I am making some sense out of this

Thank you all again!

 

[JustineD]

It looks like I may have been on the right track. After looking at all my settings a little closely and typing out the routing of the lines and auto attendants, I have discovered that the service provider guy was telling me BS. Our Auto Attendant setting for the Directory was NOT using any time profile. I changed that and now everything works perfect again.

I really hope this does not happen again tomorrow. As for the buttons on the user phones settings to night mode, I am still unsure if they can be deleted or not.

If I use the incoming call route destination on the main line to have a FallBack for Auto Attendant with the After Hours profile then the phones should automatically go to that time profile and use the fall back night mode settings right?

 

[TomMills]

It may be that your service provider decided to do the "time profiling" in voicemail pro rather than using the system time profiles.

I think what we need to establish, is the programming behind the night button, then you will be able to trace through the prgramming from that point and figure out what its actually affecting.

"There's a dog in the New Zealand section