atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Avaya IP500v2 Overflow Issue

Hi Everyone,

I'm an IT administrator by trade but every so often I have to help someone out with their phone system. My CPA thinks he was sold a bill of goods with his Avaya IP500v2. Apparently he had problems with his old Avaya IP500v2 and his previous phone guy replaced it with another, used, IP500v2. He thinks he was overcharged and that his phone guy was being a little cagey about the old unit and his rate and responsibilities. The most urgent issues the CPA wanted resolved were to program the 16 feature buttons with the other office extensions; remove the requirement to dial 9 for external calls and implement an overflow strategy.

I had no information from the prior phone tech so I lucked out when it turned out the IP of the IP500v2 was still 192.168.42.1 and the password was still the factory default. I found a British Telecom download of IPO 11 and it worked with his IP500v2 so I was able to program everyone's feature buttons and took care of the dialing 9 issue by changing the system short code from "9N/N/50:Main" to "?/./50:Main" but I'm hung up on implementing an overflow strategy.

The overflow strategy the CPA wanted was for the phone to ring for 15 seconds at Group A (one extension/collective). If Group A didn't answer the phone after 15 seconds it would overflow to Group B (all extensions/collective). He said he didn't want it transferred to voicemail if Group B failed to answer so I thought I would have it loop back to Group A and start over.

As I was fumbling my way around IPO and testing the system, I realized that after about 10 rings (unfortunately I didn't time it before I disabled it) it was going to the previous IP500v2 owners voicemail so I disabled that and tried setting up the overflow strategy. It doesn't seem to matter what I set the No Answer and Overflow timers to be, Group A rings for 30 seconds, overflows to Group B for 1 ring and disconnects. I even tried turning off the Overflow timer and setting the No Answer timer to 60 seconds but it still rings for about 30 seconds and disconnects.

Any idea why this is happening? He previously had voicemail setup with Comcast, is it possible Comcast is somehow interfering with the IP500v2?

Any help would be greatly appreciated.

Launch System Status that should have come as part of the Admin suite that you loaded. Go to the Trunks section, and then expand to the lines. Place a call and let it ring. See if it disappears from the Line section after 30 seconds, as it does sound like the carrier's voicemail is still turned on.

Basic operation of hunt groups - the original group's settings determine all of the overflow timings. Group A should be Collective Call Waiting, No Answer Time set to 15 seconds, Overflow Time set to 15 seconds, overflow destination Group B, followed by Group B, followed by Group B, followed by Group B (yes, multiple entries of the same overflow group)

Call will ring Group A then overflow to Group B. If you only had one entry for Group B, the call would go back to Group A and repeat.

You could also overflow to Group B, Group C, Group D, etc.

Thank you sir. I'll check with the carrier and make sure the voicemail is turned off and then give your hunt group suggestions a try and post the results.