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IP Office Troubleshooting

Configured Time Profile Not Activating

Issue
The configured time profile is not activating at the set time.

Actions
Time Profiles are used by different IP Office services to define when their settings are used. For example, a time profile can be used to define where Hunt Group calls are routed outside of office hours. Outside of a Time Profile, voice calls are re-routed according to the configuration but any currently connected calls at the time the Time Profile changes are not affected.

I. Check that the correct time and date are configured for the time profile in question.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Time Profile. A list of configured profiles are displayed.
3. Double-click the time profile in question. A configuration window for that specific time profile displays.
4. Under the Time Entry List, check that the Start and End time and Days are set as required and that there are no duplicate or conflicting settings.
i. If the information needs to be updated, right-click the time entry and select Edit.
ii. Make the necessary changes. Remember that IP Office uses the 24 hour time format.
iii. Click OK.
5. Click OK again and then to save the changes.

II. Check that there are not two Time Profiles with the same name.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Time Profile. A list of configured profiles are displayed.
3. If there are two profiles with the same name, one must be renamed or deleted.
4. If you rename the profile in question, remember to update the service in which this Time Profile is applied.

III. Verify that the correct Time Profile is set against the required service. For example, a time profile can be applied to a Hunt Group, a Least Cost Route, a particular Service or an Account Code.

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, open the configuration form in which the Time Profile in question is applied.
3. Navigate to the Time Profile field and make sure it contains the correct profile name.
4. Click OK and then if any changes have been made that you want to save.

IV. Verify that the users reporting the problem are expecting the service within the configured time profile.

V. Check that the PC being used as the time server is using the 24 hour time format. By default, theIP Office system uses the Manager PC as the time server.

PROCEDURE

To view the time server configuration on Manager:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click System and double-click the system being configured.
3. On the System tab, look at the Time Server IP Address field.
If there is an IP address defined, check that the PC assigned to that address is set to the 24 hour time format.
If left blank or set to 0.0.0.0, it means Voicemail Pro will be used as the default time server if its service is running.
4. Click OK and then if any changes have been made that you want saved.

VI. If the time profile issue is in relation to a Hunt Group, verify that the customer is not trying to override the time profile defined for a Hunt Group's night service or out of service setting. If a Hunt Group's night service or out of service is defined via a time profile, a short code can be used to manually put that Hunt Group into night or out of service mode before the defined time. However, that same Hunt Group can not be taken out of night service or out of service mode prior to the End time defined within the Time Profile.

PROCEDURE

To view a Hunt Group's service and time profile settings:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Hunt Group.
3. Double-click the Hunt Group in question. A configuration window for that Hunt Group displays.
4. On the Fallback tab, see if there is a profile selected within the Time Profile field; if there is, a Hunt Group should be selected within the Night Service Fallback Group or Out of Service Fallback Group field to correspond with the time profile.
5. Click OK and then if any changes have been made that you want saved.

Time Profiles
VII. 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 the necessary changes and retest the time profile application.

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