Problem Statement
An Avaya IP Office system is configured to play an after-hours greeting during a scheduled time window, but inbound callers do not hear the greeting. Calls are routed to the operator extension instead.
Impact
Callers may reach the wrong destination after hours, and the organization’s closed-hours greeting or menu is not presented as expected.
Alarm
No alarm was associated with this issue.
Troubleshooting Steps
- Confirm the reported schedule for the after-hours greeting, including start time, end time, days of week, and applicable holidays.
- Open IP Office Manager and load the current system configuration.
- Verify the system date, time, and time zone settings. Incorrect system time can prevent the intended time profile from matching.
- Review the Time Profile used for after-hours routing and confirm it covers the expected closed-hours period.
- Review the Incoming Call Route entries for the affected inbound number or trunk.
- Check the destination configured for normal hours and after-hours behavior. Confirm whether calls are being sent to an operator extension instead of the intended hunt group, voicemail, or greeting destination.
- Verify the hunt group or call flow that should answer after-hours calls is present, enabled, and configured with the correct voicemail or greeting behavior.
- Correct the inbound call routing so the after-hours condition routes to the intended hunt group rather than the operator extension.
- Save and merge the updated IP Office configuration during an approved maintenance window if required.
- Place a test inbound call during the after-hours time profile, or temporarily test with a controlled time profile, to confirm the greeting plays and the call routes correctly.
Resolution
The issue was resolved by correcting the IP Office call routing so after-hours inbound calls route to the appropriate hunt group instead of the operator extension.