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  • Calls Automatically Routed to Local Auto-Attendant at DVS

    All, new here. Hoping that someone can help...

    I am working on an older system, Build 19.47.9000.0. I did not set this up, and am inheriting it as admin.

    2 Sites, Headquarters and DVS (branch site). Each site has a PRI coming into a T1 gateway.

    The site in question has the following equipment
    Shoregear 40/8
    ShoreTel Server (backup)

    The problem here is that all calls to my DVS come in over the PRI (I can see using trunk test tool), go to the correct Hunt Group (specified in DNIS), but then are routed to the "Local Auto-Attendant", bypassing the Hunt Group rules.

    Been at this for a few days, so I'm certain that I'm missing something obvious, just too deep in the weeds to be able to see what that is.

    Last edited by invictus84; 05-21-2020, 04:23 PM.

  • #2
    If you have that DID assigned to the Hunt Group and its going to the Local Auto Attendant, that is probably the default inbound destination for that trunk group which means your digits or routing is wrong it doesn't know what to do with it and it sends it to the default inbound destination for that trunk.
    Randy Wensmann
    [email protected]
    (408) 385-3485


    • #3
      Hi rwensmann, I definitely agree that it's a routing problem and it seems that you are right about the route going to the default.

      For the Site record, I can see the extension 1790 as "Auto Attendant Extension" and that matches the trunk test tool logs.

      The Hunt Group does have a DID.

      From the trunk test tool, I see the call come in on DID and it is directed to the Hunt Group (extension 1798). From there, it does not seem to follow any of the Hunt Group logic. My assumption is that either a) I don't understand the logic or b) the Hunt Group is broken.

      16:42:08.571: Call State Idle --> Connected
      16:42:08.571: Inside-ID Unknown --> 1798 (R. Cordova COVID)
      16:42:08.571: Outside-ID Unknown --> +1949XXXXXXXX
      16:42:09.668: Hook On Hook --> OFF Hook
      16:42:09.788: Port Ringing --> Answering
      16:42:10.029: Port Answering --> Established
      16:42:14.556: Call State Connected --> Connected (Held)
      16:42:14.868: Call State Connected (Held) --> Idle
      16:42:15.321: Call State Idle --> Connected
      16:42:15.321: Inside-ID Unknown --> 1790 (Auto-Attendant)
      16:42:15.321: Outside-ID Unknown --> +1949XXXXXXXX
      16:42:18.781: Port Established --> Releasing
      16:42:18.983: Call State Connected --> Idle
      16:42:19.596: Hook OFF Hook --> On Hook
      16:42:19.657: Port Releasing --> Idle


      • #4
        Does the same behavior occur if you 4 digit dial the hunt group? if it works with 4 digits you most definitely have an inbound routing issue with DID digits.
        Lance Paddock
        BTX | Business Telephone eXchange
        1(800) 289-0299


        • #5

          You are definitely correct. I tested internally and the Hunt Group works exactly as configured.

          When I dial from PSTN to the trunk, I am routed to the Local Auto-Attendant. Interestingly, the trunk test tool does show that it hits the Hunt Group and is then forwarded to the Auto-Attendant

          I can't seem to get DNIS or DID routing to go to the correct AA.

          13:14:40.285: Call State Idle --> Proceeding
          13:14:40.337: Call State Proceeding --> Connected
          13:14:40.337: Inside-ID Unknown --> 1798 (R. Cordova COVID)
          13:14:40.337: Outside-ID Unknown --> +1949XXXXXXX
          13:14:40.434: Hook On Hook --> OFF Hook
          13:14:40.439: Port Ringing --> Answering
          13:14:40.444: Port Answering --> Established
          13:14:46.301: Call State Connected --> Connected (Held)
          13:14:46.585: Call State Connected (Held) --> Ringback
          13:14:46.585: Inside-ID 1798 (R. Cordova COVID) --> 1790 (Auto-Attendant)


          • #6
            You can always make a new trunk group with more or less digits and a few DIDs to see if you can find the digit count. 4 digit, 7 digit and 10 digits are the most common for inbound routing.

            Basically make all 3 of those trunk groups and borrow a few channels from your PRI for your temporary trunk groups and assign a DID from each trunk to a destination.

            Lance Paddock
            BTX | Business Telephone eXchange
            1(800) 289-0299