Avaya Aura Auto Attendants

In this Post “Avaya Aura Auto Attendants” you will learn how to create, troubleshoot and service Avaya Aura Auto Attendants using VDN, Vectors as the first option. I will then walk you through identifying step by step when using the Avaya Aura Communications  Manager Messaging (CMM).

This past week, I got stuck troubleshooting an Auto Attendant menu where the customer wanted me to change an option to be routed to the a Sales General Mailbox. My challenge was finding how the call was hitting the Auto Attendant. By looking under the Avaya Aura Communications Manager Messaging (CMM) I found three attendants built, but when updating the menu prompt options, nothing happened, leading me to believe the calls were handled before the embedded messaging.

I have created these steps to help identify incoming call routing techniques

• 1.- Data Analisys
• 2.- VDN and Vectors
• 3.- Communications Manager Messaging (CMM)
• A.- References
• B.- Quick Tips

1.- Data Analisys

I was helping the remote support group, I decided to contact the person in-charge to go over the= DNIS Digits, Auto Attendant Prompts, and Menu Options.

DNIS Digits – what are they? – Dial Number Identification Service is a group of numbers from 3 to 10 digits associated with a unique telephone number purchased by an end-user through the LEC. Normally, these numbers will match the last four digits of DID, Main Number, or BTN.

Once you have identify the DNIS digits, move to the next step. Identify the trunk group.

Trunk Group Association – With the DNIS in hand, you will need to identify the trunk group  associated with it. In my case, I have few T1s and trunk groups (TG). By running traces, I was able to pin point the TG.

Incoming Call Handling Tables – These are table created to help you manipulate incoming digits and re-assign them to new objects e.g. extensions (VDN, Hunt Group, Stations, etc). In my case the main number assigned was 9000 and the extension range or destination was 5100, so I needed to delete the first two digits and assign the leading two digits of the extension range associated with this system.

Incoming Call Handling Treatment Table

2.- Auto Attendants and Menu Options utilizing VDNs and Vectors

Vector Directory Number (VDN) – This Avaya Aura Objects are used to route DNIS to a Vector.

VDN

Vectors – Avaya Aura uses Vectors to test variables in association with DNIS, Announcements, Skills, etc. If you are interested in learning more about Vectors refer to the References section.

Vector_1

Vector_2

The customer wanted me to change Menu Option 4 to route to 4003, which was assigned to a General Mailbox for Sales (4003).

Communications Manager Messaging (CMM) – To start troubleshooting you will need to access the CMM via the CLI (Refer to the References), then run these commands

1. change system parameters features (verify the transfer type= enhanced_cover 0)
2. list extensions (will display all extension assigned including Auto Attendant Mailboxes)
3. change the sub xxxx (Attendant to be modify) go to page 3 (transfer= y) then update the menu prompts with the new destination.
4. Lastly, run the “change auto attendant routing table” update Day and Night destination with the new one. (in my example I am using 4003). Keep in mind that you must have the mailbox created, recorded and tested before assigning it here to avoid headaches.

A.- References

Programming Call Vectors

https://downloads.avaya.com/css/P8/documents/100081995

Avaya Aura Messaging Auto Attendant Routing Table

https://downloads.avaya.com/elmodocs2/intuity/audix/LXR1/lx_r1_issue2/a_aabb14.htm

To learn more about how to create announcements, refer to this post “Conference Meet-Me/Step 4 Create Announcement”

Learn how to access the Embedded Communications Manager Messaging via the SAT/Go Shell/ commands – Accessing the CMM Shell

B.- Quick Tips

Vectors are already created in the system, you will need to run the “change vector xx” command.

Announcements must be created before applying them to the Vector steps, as well as messaging mailboxes.

How about  you? – When creating or troubleshooting Avaya Aura Auto Attendants, what methods do you prefer? – Leave me a comment in the comment section below.