AVAYA DOCUMENTATION CENTER
Find answers to your technical questions and learn how to use our products
Administering Avaya IP Office using Manager
Fallback
Navigation: Group | Fallback
Fallback settings can be used to make a hunt group unavailable and to set where the hunt group's calls should be redirected at such times. Hunt groups can be manually placed In Service, Out of Service or in Night Service. Additionally using a time profile, a group can be automatically placed in Night Service when outside the Time Profile settings.
Fallback redirects a hunt group's calls when the hunt group is not available, for example outside normal working hours. It can be triggered either manually or using an associated time profile.
Group Service States
A hunt group can be in one of three states; In Service, Out of Service or Night Service. When In Service, calls are presented as normal. In any other state, calls are redirected as below.
Call Redirection
The following options are possible when a hunt group is either Out of Service or in Night Service.
-
Destination: When in Out of Service, if an Out of Service Destination has been set, calls are redirected to that destination. When in Night Service, if a Night Service Destination has been set, calls are redirected to that destination.
-
Voicemail: If no fallback destination has been set but voicemail is enabled for the group, calls are redirected to voicemail.
-
Busy Tone: If no fallback destination has been set and voicemail is not available, busy tone is returned to calls.
Manually Controlling the Service State
Manager and or short codes can be used to change the service state of a hunt group. The short code actions can also be assigned to programmable buttons on phones.
-
The
icon is used for a hunt group manually set to Night Service mode.
-
The
icon is used for a hunt group manually set to Out of Service mode.
Setting and clearing hunt group night service can be done using either manual controls or using a system time profile. The use of both methods to control the night service status of a particular hunt group is not supported. You can manually override a time profile.
Time Profile
A Day Service Time Profile can be associated with the hunt group. A time profile if required, is set through Time Profile | Time Profile.
When outside the time profile, the hunt group is automatically placed into night service. When inside the time profile, the hunt group uses manually selected mode.
-
When outside the time profile and therefore in night service, manual night service controls cannot be used to override the night service. However the hunt group can be put into out of service.
-
When a hunt group is in Night Service due to a time profile, this is not indicated within Manager.
-
Time profile operation does not affect hunt groups set to Out of Service.
These settings are mergeable. Changes to these settings do not require a reboot of the system.
|
Field
|
Description
|
|---|---|
|
Day Service Time Profile
|
Default = <None> (No automatic night service)
This field allows selection of a previously created Time Profile. That profile then specifies the times at which it should use the manually selected Service Mode settings. Outside the period defined in the time profile, the hunt group behaves as if set to Night Service mode.
Note that when a hunt group is in Night Service due to it associated time profile, this is not reflected by the Service Mode on this tab. Note also that the manual controls for changing a hunt group's service mode cannot be used to take a hunt group out of time profile night service.
|
|
Night Service Destination
|
Default = <None> (Voicemail or Busy Tone)
This field sets the alternate destination for calls when this hunt group is in Night Service mode. The destination can be a group, a user, a short code, or an Auto Attendant. Select a group or user from the drop down list. Manually enter a short code or an Auto Attendant name.
If left blank, calls are redirected to voicemail if available or otherwise receive busy tone.
|
|
Out of Service Fallback Group
|
Default = <None> (Voicemail or Busy Tone)
This field sets the alternate destination for calls when this hunt group is in Out of Service mode. The destination can be a group, a user, a short code, or an Auto Attendant. Select a group or user from the drop down list. Manually enter a short code or an Auto Attendant name. For Auto Attendant names, use the format AA:Name.
If left blank, calls are redirected to voicemail if available or otherwise receive busy tone.
|
|
Mode
|
Default = In Service
This field is used to select the current service mode for the hunt group manually. The options are:
|
|
Group No Answer Time
|
Default = 45 seconds, Range = 1 to 3600 seconds.
This setting sets the time duration on presting a call to a hunt group and its overflow groups if set before going to the group's Group No Answer Destination.
Exceeding the time duration redirects the call regardless of any announcements, overflow, or queue. If Group No Answer Time is set to Off, the no answer destination is used, and once each available member of the hunt group is alerted for the group's No Answer Time.
|
|
Group No Answer Destination
|
When an unanswered call to a hunt group reaches the Group No Answer Time, you can configure the following options:
|
Hunt Group Fallback Controls
The following short code features and button programming actions can be used.
|
Feature/Action
|
Short Code
|
Default
|
Button
|
|
Set Hunt Group Night Service
|
Yes
|
*20*N#
|
Yes-Toggles
|
|
Clear Hunt Group Night Service
|
Yes
|
*21*N#
|
Yes
|
|
Set Hunt Group Out of Service
|
No
|
No
|
Yes-Toggles
|
|
Clear Hunt Group Out of Service
|
No
|
No
|
Yes
|
Note that for a hunt group using a time profile, these controls only are only applied when the hunt group is within the specified time profile period. When outside its time profile, the hunt group is in night service mode and cannot be overridden.