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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: wilsonjc on March 14, 2013, 08:31:11 AM

Title: DDI Calls routing randomly
Post by: wilsonjc on March 14, 2013, 08:31:11 AM

Hi All.

I have DDI's going to acd groups.

Sometimes, ( I can't see a pattern) it goes direct to the attendant?  any ideas on this one?

It happens across multiple trunks and DDI's, and there appears to be no pattern

John

Title: Re: DDI Calls routing randomly
Post by: acejavelin on March 14, 2013, 09:35:17 AM

I would start running SMDR/Call Records and monitor the issue to make sure the correct DNIS digits are coming through from the carrier, typically the last entries in your Call Routing Table are E and/or +  routed to the attendant, so if something doesn't match or nothing is received it goes to the attendant, so an invalid or blank DNIS field from the carrier could potentially have the result you are seeing.

Title: Re: DDI Calls routing randomly
Post by: NTEDave on March 14, 2013, 07:12:46 PM

What message is the caller actually hearing?

Is the attendant your recall destination and could everyone be busy?

Title: Re: DDI Calls routing randomly
Post by: DND ON on March 18, 2013, 08:36:50 AM

Do calls route through voice mail? If all VM ports are busy, calls will default to the primary attendant. Do you ever see the voice mail key lit, which would indicate all ports are busy?

Title: Re: DDI Calls routing randomly
Post by: wilsonjc on March 18, 2013, 12:08:15 PM

Hi All.

Calls don't route through voicemail, (although some have announcements after 20 seconds but they never get that far)

The caller doesn't get a message just ringing, straight to attendant.

the attendant is the recall destination.

The DNIS digits are coming throug. 99% of the time the call routes to the correct place, its just that random 1%

We can't see any pattern, tried with busy, outgoing.

we have raised a ticket with mitel themselves, if we get anything I'll let oyu all know!

John