Xadean's Empirical Musing

Found an informative article on how to accomplish the subject task authored by Doug Rogier, a Convergence Specialist at Catalyst Telecom. Here is the link to the article: http://blogs.scansource.com/avaya-ip-office-overflow-from-hunt-group-to-embedded-auto-attendant/.

Here are the highlights of the how-to steps:

This is a step-by-step tutorial on configuring calls to ring into a hunt group, and then overflow to an Auto Attendant. This tutorial is intended for IP Office Systems with Embedded Voicemail. Please follow these steps in the order in which they are written.

1) Build the Auto Attendant

• Build a new Auto Attendant – in this example I have named the Auto Attendant "DayAA" (minus the quotes)
• Add the desired selector codes in the Actions tab of the Auto Attendant
• Save and merge the configuration
• Use a system phone to record the greeting – dial *8401
  • If you want to use multiple greetings (Morning, Afternoon, Evening) please note that you must build a time profile and apply it to the appropriate greeting. If you only need one greeting, please use *8401, as it does not require a time profile.

2) Build a system-wide Short Code with the following parameters

3) Build a Phantom User

• Create a new user in Manager
• Give the phantom user a descriptive name, such as "DayAAUser"
• Give the phantom user a phantom extension number on the system that does not exist
• Click okay

• When prompted to create an extension, select "None" and click okay

• Navigate to the forwarding tab of the phantom user
• Check Forward Unconditional
• Set the short code *99 as the Forward Number
• Check Forward Hunt Group Calls
• Check Forward Internal Calls

4) Build the Overflow Group

• Create a new Hunt Group in Manager
• Give the Hunt Group a descriptive name, such as "Overflow Day"
• Give the Hunt Group a unique extension number on the system
• Click edit and add the previously created "DayAAUser" to the user list

5) Edit the Main Hunt Group

• Navigate to the Main Hunt Group to which calls ring
• Change the No Answer time to the appropriate number of seconds (4-6 seconds per ring)
• Navigate to the Voicemail tab and confirm that voicemail is either off, or the timer is set to more than 20 seconds

• Navigate to the Overflow tab
• Change the Overflow timer to 1 second less than the No Answer timer

6) Test the deployment

• Call the Main Hunt Group
• After the Overflow and No Answer timer expires, the call should route to the specified AA
• If the call does not route properly, test the deployment by calling the short code and working your way back
  • Dial *99
    • If the Short Code does not work, refer back to steps 1 and 2
      • Confirm the AA greeting is still working by calling *8401
      • Confirm the Short Code properties are correct
• Dial the Phantom User
  • If the Phantom user does not work, refer back to step 3
    • Confirm the extension number of the Phantom User
    • Confirm the forwarding tab has "Forward Internal Calls"
• Dial the Overflow Group
  • If the Overflow Group does not work, refer back to step 4
    • Confirm the extension number of the Overflow Group
    • Confirm the Phantom User is a member of the Hunt Group
    • Confirm the Phantom User has "Forward Hunt Group Calls" checked
• Dial the Main Group
  • If the Main Group does not work, refer back to step 5
    • Confirm the extension number of the Main Group
    • Confirm the No Answer timer is configured correctly
    • Confirm the Overflow timer is configured correctly
    • Confirm the Overflow Group is listed in the Overflow Group list