Night Service stuck

[ahays]

1) Customer has a CM 6 system with multiple tenants.
2) The main number terminates to a hunt group with zero (0) members and a coverage path that has two (2) coverage points: 1) attd and 2) an auto-attendant VDN. The Hunt-Group has a night service button but it is not used.

When attd 1 presses the "night-serv" button all calls goto the VDN as expected. When Attd 1 opens in the morning and turns off "night service," calls are still routed to the VDN until a manual "disable night-service trunk-group X" is issued via ASA (trunk-group X being the ISDN-PRI DID local trunk group). "status att 1" shows the attendant has released night service (in service/idle). When I status incoming calls, it simply shows them going to the VDN but does not indicate why.

Any ideas?

regs,

.al.

regs,

.al.

Avaya Certified Expert

http://www.jeral.com/avaya-learning.html

 

[AvayaTier3]

hunt-group night service and trunk-group night service are independent of system night service. system night service is unique to each tenant and is controlled by the attendant group for the tenant partition.

There is also a command to disable night hunt-group



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

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[ahays]

Thanks for the reply. I understand how night service works ... however something seems to be getting stuck. The attendant is only pressing the night-serv button. Therefore, night-serv for the main number is being controlled by the coverage path of the hunt group. When the attendant is in night service, coverage point 1 (attd) is unavailable and the call routed to coverage point 2 (the VDN). I can toggle night-svc on/off and see the calls correctly route to either the attd or the VDN ... but when the night-srv button is left on overnight even after night-srv is turned off the calls do not route to the attd (cov point 1) even though the attd is in service.

I have not attempted to "disable night-service hunt-group X" yet (this is my first morning trouble-shooting) and have simply used the disable night-service trunk-group X" command as that has been working for the customer (note: there is no night-service destination in the trunk-group form). I suppose tomorrow morning I will attempt the hunt-group command ... however, I'm not convinced that this will lead me to understand how/why calls are not routing properly.

I suppose I could change the main number to a Listed Directory Number, but that would negate the purpose of the coverage path's backing up the operator with an auto-attendant. However, I might have to travel this path if I cannot determine why the calls are not routing properly.

regs,

.al.

Avaya Certified Expert

http://www.jeral.com/avaya-learning.html

 

[ahays]

Oh ... and the problem is intermittent. Happens MOST mornings but not every morning.

regs,

.al.

Avaya Certified Expert

http://www.jeral.com/avaya-learning.html

 

[ahays]

T3/All: I have to laugh at the resolution to this problem. T3: Your comments gave me the inspiration to stop and re-examine the issue in a manner that eventually led to the discovery of the root cause.

Since System, Hunt, and Trunk NS work independently of one another; and since the command "disable night-service trunk-group X" was being used to correct the issue; and since that command is the same as pressing the "trunk-ns X" button, I said to myself ... "Noooooo, it couldn't be that simple ... could it?" So I performed a "list usage button trunk-ns" and wouldn't you know it: another office's reception console had a "trunk-ns X" that THEY were using as their night service button. Turns out that they SHOULD have had a "hunt-ns X" button as their main hunt group and the problem office's trunk-group had the same number. A change of the button on attd #2 to "hunt-ns X" and problem solved.

regs,

.al.

Avaya Certified Expert

http://www.jeral.com/avaya-learning.html

 

[AvayaTier3]

Al,

Here is a handy link that includes what you need for working these issues.


Some night service options for Definity / CM

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

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]