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rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

I have created my inbound routes correctly and my time based schedules correctly. I know this because if I call during regular business hours, my phone rings... if i call after regular business hours... it does not.

My problem comes two fold

  1. during business hours... if the phone is not answered, it goes to the extensions voice mail rather than having the IVR message fire
  2. after business hours... the person phoning just hears it ring and ring (tested for 5 min) without any IVR Attendant picking up

Does anyone have any suggestions as to where I might start in order to get the auto attendant working?

I can post screenshots if need be.

eeman
eeman's picture
Joined: 2007/11/06
Points: 70

how is your inbound route setup?

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

DID/Pattern: 2345678901 (used for 10 digit dialing)

When: Office Open

Run Script: Go to IVR/Menu

Except: --select variable--

Voice menu name: tl-main-menu-open

When: Office Closed

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

When: All Hours

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

----------------------------------------------------------------------

DID/Pattern: 5678901 (used for 7 digit dialing)

When: Office Open

Run Script: Go to IVR/Menu

Except: --select variable--

Voice menu name: tl-main-menu-closed

When: Office Closed

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

When: All Hours

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

mattdarnell
mattdarnell's picture
Joined: 2007/10/25
Points: 10

What version of the thirdlane software are you using?

Sounds like you need to be using hunt groups. You want to ring a phone, then goto an IVR.

-Matt

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

I am using the latest version... Just got it from Alex yesterday.

I have no idea how to set that up.

eeman
eeman's picture
Joined: 2007/11/06
Points: 70

you shouldnt need 2 inbound routes. How are you receiving calls? IAX? SIP? Analog? PRI?

matt is correct that if you want to ring a phone you first need to setup a hunt list under pbx features. Select the phones to ring and what action you want to perform second.

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

We are receiving calls Analog via a 3 line overline system (3 lines one number).

Is there a "Hunt Group" tutorial anywhere?

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

Ok so I changed my config ...

added two hunt goups... Office_Open, Office_Closed

set the necessary config

and in my Inbound Route, i changed Run Script from IVR to Hunt List.

Still no workie.

thirdlane
thirdlane's picture
Joined: 2007/02/07
Points: 100

Is the call supposed to go to IVR if not answered during business hours and directly to the IVR after hours?

The scripts seem to show that you are trying to always go to IVR.

In any case, since this is an analog line try adding the desired behavior (actions) to the s route.

Alex Epshteyn
Third Lane Technologies
Multi Tenant Asterisk PBX

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

...adding the desired behavior (actions) to the s route.yep that seems to have been the issue. thanks.

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

hmm strange.

It worked for "During Office Hours"

but the hunt group I created for "After Hours" does not fire.

I configured it the same way, and just put the Handler below the "During Office Hours" handler... with the same config except for after hours.

The behavior is that the phone just rings and rings.

eeman
eeman's picture
Joined: 2007/11/06
Points: 70

i would guess your office closed schedule is broken. Is it fair to say that if your office isnt open.. then its closed?

try using an office open schedule followed by an all-hours schedule. If it isnt open then it must be closed. If you ever want to add a special holiday schedule you would want to put that at the top of the list.

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

Thank you for your reply Erik

I have implemented your suggestion, and still no luck... I had no idea it would end up so complicated.

I am now using the schedule as the second Handler in my Inbound Route

The handler is using a Hunt group called "Office Closed" which is supposed to play an IVR message.

It feels as though the second handler is not working...

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

Even if I change the Second Handler to run the "No Answer Hunt Group" (same as the first handler)... the system still simply rings and rings.

eeman
eeman's picture
Joined: 2007/11/06
Points: 70

i could take a look if you want to email me a login and url. eeman at bluegrass.net

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com

George
George's picture
Joined: 2007/10/31
Points: 0

rockinthesixstring,

we have several customers doing what I "think" your trying to do.. looking at your first post you order is incorrect..

......................................................................

When: Office Open

Run Script: Go to IVR/Menu

Except: --select variable--

Voice menu name: tl-main-menu-open

When: Office Closed

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

When: All Hours

Run Script: Go to IVR/Menu

Except:--select variable--

Voice menu name: tl-menu-after-hours

......................................................................

closed should always be the first argument..

the order should look something like this..

office closed

hunt list

no answered IVR..?

is this correct.. if so thats easy, are you looking at calling 1 or more extensions.. if your calling one you don't need a hunt list if more then one management would be simpler using a hunt list..

I can set it up on our demo site and test once I understand exactly what your trying to do and you can login and see its configuration..

let me know

George

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

actually... thanks to eeman, we have it sorted out.

For those in the future who have this same problem, here is the solution.

In the "Office Open" schedule I had

From To

January December

when it should be

From To

* *

That simple modification made it work.

Thanks again Erik.

George
George's picture
Joined: 2007/10/31
Points: 0

glad to hear you got it working.,.,

scheduling is and can be tricky, we advise our customer to look over the default settings VERY closely BEFORE touching anything as you can screw up very easily in a matter of seconds..

with hundreds of customers we have been luck and have only had 1 customer go in and delete everything and then bitch that the system didn't work. Once discovered it took minutes to correct..

George

rockinthesixstring
rockinthesixstring's picture
Joined: 2008/02/06
Points: 0

Funny thing is that the January - December WAS default... EEMAN changed it to * * to make it work.