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IP Office Troubleshooting

Hunt Group Forwarding Not Working



Issue
Call forwarding from a Hunt Group not working as programmed.

Possible Cause
Forwarding Hunt Group calls is configured on a per Hunt Group member basis. Each Hunt Group member can be configured to have Hunt Group targeted calls redirected to a different number if desired. For Hunt Group calls to be forwarded, the following needs to be in place:
Forwarding for the Hunt Group member in question must be properly configured.
The proper Hunt Group ring mode must be defined and the Hunt Group must be In Service. These verification steps are specified below.

Action
I. For the Hunt Group member in question, verify that forwarding options are properly configured.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select User and double-click the user in question.
3. On the Forwarding tab:
i. Make sure the Forward Unconditional check box is checked.
ii. Check that there is a valid phone number or extension in the Forward Number field corresponding to the Forward Unconditional check box. If it is an external telephone number, make sure the entire number is entered - including any digits necessary for dialing out (i.e. 9) and area codes if necessary.
iii. Make sure the Forward Huntgroup Calls check box is checked.
4. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.

II. For the Hunt Group in question, verify that the Hunt Group specific settings are properly configured.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Hunt Group and double-click the Hunt Group in question.
3. On the HuntGroup tab, check that the Ring Mode is set to either Hunt/Linear or Rotary/Circular mode. The forwarding of Hunt Group calls only work when the Hunt Group ring mode is set to one of these modes.
4. On the Fallback tab, check that the Service Mode is set to In Service because calls will only be forwarded when the Hunt Group is in service.
5. If any updates have been made and needs to be saved, click and accept the selected reboot mode by clicking OK.

III. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
A copy of the IP Office configuration will be useful before escalating to your support organization.
The username and password of the configuration must be provided to your support organization for testing purposes.
Any trace codes or log files generated by the System Monitor application (if available).
Notes relating to the result of each of the verification steps performed above.
The customer's network diagram (if applicable).

Validation

Make sure that the user in question is the next Hunt Group member to receive a Hunt Group call and make a call to that group. The call should follow the forwarding number of the user.

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