Operator Phone Receives Continuous/Looping Calls From Voicemail Hunt Group!

[silverface1980]

Hello Fellow Mitel Techies,

Here is the scenario for one of our customer:

Customer: Real Estate Properties
Pilot line: 111-0001
Hunting lines: 111-0002, 111-0003, 111-0004

Operator Extension: 555
Voicemail Hunt Group: 8000

A. Customer Requirements:

I. Business Hours

| START | Inbound Calls --> Pilot line --> [ Busy? ] --> (YES) --> Hunting lines --> Auto-Attendant --> { Dial Operator Extension OR Party Extension } | END |
| START | Inbound Calls --> Pilot line --> [ Busy? ] --> (NO) --> Auto-Attendant --> { Dial Operator Extension OR Party Extension } | END |

II. Non-Business Hours

| START | Inbound Calls --> Pilot line --> [ Busy? ] --> (YES) --> Hunting lines --> Auto-Attendant --> { "THANK YOU FOR CALLING... BYE." } | END |
| START | Inbound Calls --> Pilot line --> [ Busy? ] --> (NO) --> Auto-Attendant --> { "THANK YOU FOR CALLING... BYE." } | END |

B. Observation Phase:

Configuration A:

AUTO-ATTENDANT, NOT ACTIVATED.

Customer Feedback:

Inbound call flow is working fine. If the Pilot line is busy, incoming calls are queued. Meaning, hunting lines are working perfectly. Operator personnel is happy.

Configuration B:

AUTO-ATTENDANT, IS ACTIVATED.

Customer Feedback:

Inbound call flow is disaster.

EXTERNAL CALLER SIDE

1. If the Pilot line is ringing and playing the Auto-Attendant Greetings and Instructions, another caller can ring the Pilot line simultaneously. However, if the first caller hung up already. There is a new caller who dialed the Pilot line, this time, it is either busy (for less than 03mins) or call ended message on mobile phone.
2. If the Pilot line is sending busy tone to its callers, the callers can alternatively dial each Hunting Lines manually, only if any hunting lines are free.
3. If the Pilot lines is sending busy tone and the rest of the Hunting lines, therefore, all incoming calls will be unavailable (for each lines, less than 03mins.).

INTERNALLY (OFFICE-SIDE)

1. The Operator Phone is continuously ringing, like in a looping manner. The Operator is not happy.
2. The Operator Phone receives so many callback from the Voicemail ports (8000,8001,8007 and so on...)
3. Voicemail MWI keeps flashing.

Operator is already angry.

Please help how to smoothly provision Auto-Attendant to this customer. We already followed instructions, seems not working well.

Thanks in advance.

[ralph]

It sounds as if your trunks are not disconnecting.
To verify, call in from your cell and talk to your operator.  Have the operator hang up - you stay on the line.
The call should disconnect from your cell.  If it does not then you either have trunks that do not provide disconnect supervision or the timers in your circuit descriptor is incorrect.

Ralph

[silverface1980]

Hello Ralph,

Thanks for the reply. I will check on the customer site later. Will double check on the ones you highlighted.

Will update you soon.

Thanks.