V Switch Schedule does not change Automated Attendant?

August 6th, 2009

This is one of those trouble tickets that keeps an engineer awake at night. A V switch was installed at a remote site to provide Automated Attendant and Voice Mail services for that site.   The V switch was one of three switches at that site and each switch had analog CO lines connected.   For reasons that nobody could explain, the observed behavior was that the AA would not change from On Hours to Off Hours as scheduled. An observed behavior, does not really state the problem!  (read: lesson learned) What we learned is that the AA did in fact actually change per the schedule, but only the lines connected to the two other non V switches received the correct prompt per the schedule.   The CO lines connected to the V switch, (which included the main number and next three lines in hunt, but of course) ,  did not get the correct AA greeting.    Now, as nightmares go, this was about as difficult as they get when you are attempting to distill a problem statement.   As everyone called the main line,  everyone thought the AA was not changing per schedule.   Only by calling lines not terminated on the V switch did the real problem statement emerge.

ShoreTel has now assigned a known defect number to this behavior. “The issue you are experiencing has been addressed in defect 1-34192469.  The defect has been corrected and is pending a patch release.   Once the patch release hits our QA group for testing and validation, we will be able to provide a rough estimate on a release date”.

I could have listened to my mother and finished law school, but no.  I wanted to be a telecom entrepreneur ……

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