VM Pro doesn't send calls to overflow Group or forwarded user

[4946]

IPO 500 V 4.2(14)
VM Pro 4.2.24
VM Pro Client 4.3(30)
60 IP Sets 4610SW/5610SW
130 Users (Yes we run 24x7)
1 IP 1616
No Upgrade in the near future.

The idea is to have a call forwarded to an external number if no user in Group A answers in 3-4 rings.

The following call flow works EXCEPT when calls are sent to it through VM PRO:

short code --> Group A --> overflow --> Group B --> the only member in Group B has call forwarding to external number

These call flows work:
1. Internal calls to short code, or directly to Group A, overflow to external destination if not answered by a member of Group A.
2. Internal calls to Group B go to external destination.
2. Internal calls directly to member in Group B go to external destination.
3. External calls coming in on DID with ICR to short code overflow to external destination if not answered by a member of Group A.
4. External calls coming in on DID with ICR to Group A work.
5. External calls coming in on DID with ICR to Group B work.
6. External calls coming in on DID to VM Pro with menu selection transferred to forwarded extension of Group B member works.
(this is the only thing I can get to work with VM Pro)

These call flows do not work:
1. External calls to VM Pro through menu selection transferred to short code, or directly to Group A, go to Group A voicemail.
If Group A voice mail is turned off, calls ring forever.
2. External calls to VM Pro through menu selection transferred to Group B go to Group B voice mail.
If Group B voice mail is turned off, calls ring forever.

What am I overlooking, or is this a quirk with VM Pro?

Thanks as always for your observations and suggestions.

 

[TomMills]

Firstly, well done for posting a lot of detail in your first post. not many people do that.

In the scenarios that don't work are you using transfer actions or assisted transfer actions?

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[Maxwell1001]

set hunt group b to sequential

ACA - IP Office
ACS - IP Office
ACSS-SME

________________________________________
Online poker players - Claim your rakeback

http://www.linkbets.com

plus anyone you refer earn 2% on their rakeback

 

[TomMills]

i would assume that he has maxwell seeing as the external forward works in many of the scenarios.

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[Maxwell1001]

I read it slightly different, my mistake

what shortcode are you transfering to in this scenario
1. External calls to VM Pro through menu selection transferred to short code, or directly to Group A, go to Group A voicemail.
If Group A voice mail is turned off, calls ring forever.

ACA - IP Office
ACS - IP Office
ACSS-SME

________________________________________
Online poker players - Claim your rakeback

http://www.linkbets.com

plus anyone you refer earn 2% on their rakeback

 

[intrigrant]

Looks like a VMPro "feature", latest versions are:
4.2.23 for IPO and 4.2.34 for VMPro.

I suggest you upgrade to these versions first and then see what happens.

___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.

 

[4946]

First, thank-you to everyone for the quick replies.

In running the test scenarios I used the same call flow module, just changed the transfer destination in the transfer object.

TomMills,
The transfer is the blind transfer, un-assisted.

Maxwell1001,
Group B is sequential (Group A is collective)
Short code is 1770 with feature "Dial Direct" to Group A (1735). I have tried "Dial" and "DialExt" with the same results.

intrigrant,
I didn't want to hear that.....
I'll give my BP a call to get him in the loop about what is involved business-wise to upgrade.

 

[4946]

A quick update......
I created a new test module that passed the call through two menus and it worked as we want it to. I created a second test module and copied and pasted the original production module to it and the second test one behaved the same as the production.

I will be creating a new production flow from scratch in a third test module today and see if that helps.

Win

 

[IPOpotamus]

it will be good to take a look (if you have not already done) to the VMPRO service console view

you can activate it from windows control panel checking in "logon settings" allow services to interact with desktop.

Hope it helps.

 

[4946]

RESOLUTION !!

As we messed around with a gazillion different configurations we discovered the problem. If within the Properties, Specific tab of the Transfer Object, the "Source of Transfer" field had any value in it, either manually typed in or selected from the pull-down menu, the call would not go out when the "No Answer" and "Overflow" timers expired for the Collective group. With that field blank, everything worked as planned.

Thanks to everyone who responded, I will keep your suggestions in mind as we run into other related issues.

 

[amriddle01]

Thanks for posting the solution/Bug, that will go into my list of Bugs I doubt will be fixed as no one will pay Avaya for the pleasure of trying to help them improve their product

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[amriddle01]

Wait, this is older software so it may have been fixed, but my point still stands for current stuff

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[4946]

amriddle01,
Thanks for checking back. I really appreciate the way everyone in the forum responds to one another's questions.

 

[4946]

One last addendum.....................

Thanks for the mention of the assisted transfer. As it worked out, the cell phone the transfers are being made to had no voice-mail services, so it would ring forever if it were not answered. With the Group overflowing to another group, the number of rings for no-answer set for the first group is inherited by the overflow group regardless of how it is configured. So if the first group has only three rings before it goes to overflow, the outside phone only has three rings before the system takes it back inside to the Avaya voice mail. (They insisted on the call going to the cell phone voice mail (when it was activated) instead of being taken back into the Avaya system.) I used the assisted transfer to go to the first group (with the group overflow option turned off) and sent the call on busy or no answer to the second group with only one member with the user forwarded to the cell number. This allowed me to set the user up so that the forwarded number could be changed from an extension phone set without me having to get involved in the change.

Thanks again everyone and have a great weekend!!