AA gets cut off like a digit was pressed 1

[redphone]

This is the second time I ran into this problem. This first time, the customer rerecorded the AA and it fix the problem. This customer I'm working with now is not so lucky.

When you call the main Auto Attendant, sometimes the greeting is interrupted and it starts playing the submenu for option 5.

This also happens on a few mailboxes. The greeting is cut off part way through and the Avaya lady comes on and says 'to hear the recording press 2...' just as if I were to press 5 during the greeting.

Is this a known bug, or has anyone else experience this?

Both times it's been the same setup, IPO 403 with 16 port trunk module going to an Adtran MUX.

 

[kwing112000]

What release are you running. I have had this on low end PC's running the VM what is the PC you are using?

 

[StevenLewis]

Believe it or not, it may be the voice you are using for the AA. We have had this problem a few times with one particular lady recording the AA and the frequency of her voice duplicating a DTMF tone. We simply used another voice with exactly the same script and VM programming and the problem disappeared.

 

[redphone]

I thought it was the voice dulpicating the DTMF tone too and had another person with a deaper voice make the recording, but it still does it.

I'm curious, on the ones that you guys had this issue with, was it on a 403 with a 16 port analog trunk module?

 

[ProviderReborn]

Do you have interfearence on any of the lines?
Do you have any way of monitoring which lines it is happening on and why the system is moving to the next step?



ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[jamie77]

Untick "Allow Prompts To Be Interrupted By Tones"

This will tell you if it has anything to do with the speech or not.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[TheDoz]

I had this happen on an IP 500 unit. I set up 4 auto attendants for 4 different companies that were using the same IP 500 unit. Same voice on all attendants. One of the auto att. kept routing an incoming caller to selector code 1. I reprogramed selector code 3 for that option and deleted option 1 out of the menu.
I have not had any promblems with that auto att. since.
If it happens again I will delete the Menu and create it again.

"The lack of money is the root of all evil

 

[SuperJenks]

I have had this exact problem a few times. One reason that this can happen is if the line voltage on the providors trunks can be too high causing line distortion which in turn causes the AA to think a digit has been dialed. The lines were coming of a channel bank. The providor couldnt adjust the line voltage output so they replaced the channel bank with another that was more fexible in programming and resolve the problem.

Ive also had this problem with mailboxes as you described above. That issue was not caused by hot trunks, but a problem with the way the vmail was recording the greetings by the users. I had this issue openned up with avaya. The problem proved to be the vmail however there was no fix and t4 couldnt figure it out. I created a work around where I created a user leave mail startpoints and added a menu for the greeting. I disabled "allow touch tones to be dialed" and the problem stopped. When the user recorded their greetings, the vmail was adding distortion to the greeting (nothing the naked ear could hear) and confusing it for DTMF dialing. If you went into the greetings directory and swapped the corrupt greeting file of the user for another users greeting that works, it played it no problem. If you put the original greeting back in, it would cut off again. The vmail was definetly introducing somthing in the recording. Hope this sheds some light on this issue.

 

[redphone]

I was going to replace the 16 port line module, but I'll also see if the Telco can turn the volts down on the channel bank.

I thought about adding a menu for the greeting, but I thought if there was a fix for it, I would hold out for that. It looks like I may have to do that as a permanent work around.

Thanks SuperJenks.

 

[aarenot]

test one trunk at a time to see if it is all trunks with the issue. Test the trunk ports to see if it is on certain trunk ports.

If you have analog station ports, plug one of those through to the trunk port, and see if the issues happens on that trunk when you call the station you have plugged into it. If it does not happen when using an analog station port chances are it is a trunk issue, trunk wiring issue, or channel bank issue. You can have the Telco adjust the voltages on the channel bank if they are too high, or at least have them meter them to verify they are within spec, as well as the ring voltages, ring wave patterns, etc., etc., etc. Do not let them say it is not their issue if they have not tested, and given you the test results on the trunks themselves.

 

[aarenot]

Check the grounds on the IPO, and all the Telcos equip as well.