UCM6204, IVR Ringgroup Phone Not Ringing


#1

Tag: IVR, Ring group
UCM6204v1.7A (Boot:1.0.20.8 | Core:1.0.20.8 | Base:1.0.20.23 | GSWave:1.0.20.22 | Program:1.0.20.23
Phone: GXP 2170

Setup: 3 Analog line are in Inbound Trunk
Inbound Route -> Inbound Tuunk -> IVR -> Voiceprompt
IVR -> Ring groups us checked under Dial Other Extensions
#Note: Ring Groups (6400) --> 6 extensions with -> Ring Simultaneously (15sec) -> Destination to VM ext 100

Issue:

  1. The inbound call comes to UCM -> IVR Voiceprompt ON -> Ring group does not Ring at all

Goal:
When an inbound call comes in, UCM should play IVR/Voicepromt followed by ring all phone simultaneously in the “Ring Group” and if no one answers then it should go to default destination to VM of extension 100.

Problem: It is not ringing or working.


#2

if you did everything correctly it must work,
try to post the screens of the screens concerned,
write in detail what you would like to do and what will not work


#3


#4

Ring group defailt destination is VM 100


#5

Goal:
When an inbound call comes in,
Step-1: UCM should play IVR/Voiceprompt
Step-2: Followed by ring all phone simultaneously in the “Ring Group”
Step-3: If no one answers in the Ringgroup then the call should go to the Destination - VM - 100

Finding:
Step-1 is working, Step-2 and Step-3 not working and later calls gets disconnected without going to VM


#6

What did you set for the key press events in the IVR?
Normally when you direct a call to an IVR, you would have a message greeting the caller and then informing what key must be pressed in order to reach the desired destination.


#7

It takes caller to VM-100 to leave message when “0” is pressed “0” as it plays out that way in prompt POP_open, this is working fine, only the stupid none of the phones in RG rings and IVR keep playing voiceprompt 3 times before it hangs up the call as instructed in the IVR setup.


#8

And therein lies the issue.

Assume for the moment that you have two ring groups and one is for commercial users and the other for residential. Now then, the business has the single number (or three lines as in your case) and all are directed to the IVR, how do you suppose the IVR will know which group the caller wants?

The selection you made earlier is only a filter. It basically allows a caller, if they happen to know the ring group extension number, to dial it without having to go to thru the IVR.
The filter is a way of keeping callers in the path you want as it limits their ability (and especially useful for unsolicited sales callers) to simply dial a number and hope they reach an extension of someone somewhere directly where they can ply their trade. So, if extension box is not checked, then caller will not be allowed to reach the extension even if they know the person’s extension they want to reach.

You have likely heard the auto attendant of a system indicate something along the lines of "Thanks for calling XYZ. If you know your party’s extension, you may dial it at any time, otherwise please listen carefully as our menu options have changed…blah, blah …

So, in the IVR key press section use the pull down to select ring group and then in the adjancent box that will appear, select the ring group extension you want. You will need to do a prompt to tell the caller - For commercial, press X, for residential, press Y.


#9

OK, I made the changes as you advised (IVR selection input) above and it worked - Thanks
BUT,
Is there any the when the caller calls in…

  1. First the IVR gets played and
  2. Later, the call reaches goes to the RingGroup even though the caller does not make any selection!

Hope I explained it correctly

Once again appreciate your help


#10

Maybe, set the invalid prompt and timeout repeats to 1. I do not know what the message says, so you may need to play with the timeout periods for both and then point both on the key press page to the ring group. You want to leave the caller with enough time to hear the message, find out if they want to press 0 and give them enough time to do so. If they don’t press 0 in the allowed time-frame or press and invalid key they will be sent to the ring group.

If you want it to work as you stated earlier with step 3, then remove the key press and then in the ring group set the destination and point that to the VM. Once the call leaves the IVR for the ring group, the IVR no longer exerts any control over the call. The control is now in the RG.