sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Call Routing Issue

I've run into a very strange problem that I hope someone on this board might be assist with.

I've got a system running version 6.06 of the Axxess software, it has a T1C for dial tone and the calls are routed via digit translation to a STAR for processing. During normal business hours, randomly a call that should be going to our "Main Open" hunt group are being routed directly to voicemail (which is the last destination in the hunt group) skipping the operators extension list. When this happens, the callers hang up and call back in and give the operators a fit.


I've had my telco monitor the circuit to make sure we aren't getting the wrong digits coming across the trunks. No abnormalities have shown up.

I can't replicate the problem. I stayed late one night, testing each trunk and was never sent to voicemail without first ringing the operators phones.


I was thinking maybe someone is trying to dial out on the same trunk the call is being sent into the switch on, however the telco is sending calls starting with the first trunk and the phone system is dialing out from the last trunk in the trunk group (channel 19). There is no way this office is using all those channels. This is a real estate company, we aren't that busy

I get complaints several times a week that it is happening though. I just can't seem to find a reason. Has anyone ever run into anything remotely similar? I'm at my wits end.

Thanks,
David

Clarify the voice mail being the last destination of the hunt group. Is a CRA a member of the hunt group, or does the hunt group recall to a CRA?

I've got a CRA as the last member of a linear hunt group (extension list, extension list, CRA for VM) with my no answer advance set as 36 seconds.

You should remove the CRA from your HG Members and use it as the Recall Destination for that HG. Use your Recall Timer to determine how long you want your caller to wait for a live body vs. getting an auto attendant.

I'll give it a try, but I have to ask why? The phones are able to get more than one call at a time and will ring if the operator is on the phone when another call comes in.

Forgot to say Thank you. I am going to give it a shot and will post a follow up.

One thing to concider you said you have a group then another group in your members. You will want to adjust the camp on for the hunt group to be either on or off depending on how you want the calls handled. If it is on it will camp the first group look at the timer to advance. If it is off and all members of the first group are busy it will advance to the second group..... never tested to see what would happen if that group was all busy, might want to try it if you take this route so you know what will happen.
Randy

Thanks MVSpeed. I'll turn camping off.

So far so good, but since it was intermittent I don't know if I'm clear or not