A Call Pilot problem!

[BlackCuervo]

Hi everybody. The nightmare with this BCM 400 seems endless. Here's a new issue. Since the days of the StarTalk I've known that a remote user who wants to retrieve his messages from his mailbox, has to dial the public number, wait for the Company Greeting to be played and while he is listening to the Menu Options press ** and then his mailbox number, his password and #. But I have a problem with a BCM 400 3.7. If you press ** while you're listening to the Company Greeting and the Menu Options, you are returned to the beggining of the Company Greeting. I have installed at least 5 BCM 400 with other customers and it works, but with this one specially it don't. What could it be the reason?

If you dial the Call Pilot DN instead of the ** you get the chance to dial your mailbox number and your password.

Thanks in advance for any help!

Rodrigo Estañol Corona

 

[DebSchwab]

Is this happening for all callers? I've had this happen for callers from a cell phone when the tones are off (only certain manufacturers).



Debbie Schwab

http://www.telecomtrainers.ca

 

[BlackCuervo]

Yes it is for all callers. As a fact, usually if you are a user into the system, I mean, if you own a DN and a mailbox within the BCM, if you press Feature 981 the system asks for your password. But, if you want to check out the messages inside another mailbox, you got to press * so, instead of your password, a Log is asked to you. Then you dial a mailbox number and its password then #. But in the system that I am talking about, this doesn't happen. Once you press * your call is disconnected.

Thanks.

 

[DebSchwab]

Check the RETURN TO AA setting (under Auto attendant, general settings). Make sure this is checked. This will stop the calls from being disconnected.

Debbie Schwab

http://www.telecomtrainers.ca

 

[BlackCuervo]

You're right Debbie. As a fact, it is enabled so once a caller leaves a message in a mailbox and presses #, is returned to the Main Menu as if he was calling again. But what I am talking about is this:

If you own a DN (1120 as an example) and a mailbox and you want to retrieve your messages from your own telephone you just got to press FEATURE 981 and, in the display, you will see PSWD: so you have to enter your mailbox password and then you're in. But, if you want to retrieve your messages from DN 1128, when you press FEATURE 981 the password that is being required is not yours, but mailbox' 1128. So you have to press * and then you will dial your mailbox number, your password and #.

The other way you can see this problem is tryin' to reach your mailbox from an outside location to retrieve your messages. When you are at home, you can dial up the telephone number of your company. Then, when the recording of the Auto Attendant begins to play, you can press ** and then, the system asks for your mailbox number plus your password and #. By this way you can retrieve your messages from different locations than your own system telephone.

This is my problem.

Thanks anyway!

 

[Johnthephoneguy]

When the recording comes on they need to dial the VM DN, not theirs. When they dial the MB DN it will ask them for the mailbox number, and then password.

Our number here is 301-555-1111

When called they hear thank you for calling us, yadda yadda yadda, then we simply dial 444 (mailbox DN) and it works like a charm everytime.

 

[BlackCuervo]

Yes, it works like that too. The problem is that we have some other BCM 400 working as part os the same corporative network and those BCM accept the **, so our customer says...why does some BCM work like that and the other don't?. Do you think it has something to do with the version? the other two BCM 400 are 3.6 and the BCM with the problem is a 3.7.

Thanks again!

 

[endlesswinter]

its not the 3.7 cause Ive got a handfull out there working properly as ** promts caller for mailbox no. and password.

Did you install this?? Under call pilot check the repeat key may be set to *?

 

[BlackCuervo]

No, the Repeat Key box is clear.