Auto Attendant Automatically Hangs Up When Option 4 is Pressed

[mjp1201]

Hello,

We are seeing a strange issue with our auto attendant. When the caller presses one of the numbers, it forwards to the destination except for option 4. When option 4 is pressed, the call immediately hangs up. I'm not sure why but i've tried different destinations and tried to connect it to different modules with the voicemail pro application with no luck.

Any help would be appreciated.

Thanks

 

[Westi]

So we are talking VmPro as you said modules.

Try and put a generic option with a short recording into the output of option 4 and see if that plays as then you know if the 4 is already broken and you have to look at a new menu or if it is after that.


Joe
FHandw, ACSS, ACIS

"Dew knot truss yore Spell Cheque

 

[mjp1201]

Hey Westi,

Thanks for the response. When i say different modules, i mean a module such as transfer to sales as seen in the screenshot. We have different options such as transfer to admin, transfer to helpdesk, etc..

 

[TouchToneTommy]

First, your layout of the actions sucks - it might just be ocd, but make the lines not cross and be able to identify which selector code connect to which action.

Anyway, check the destination for the Transfer to Sales action, if it is invalid, the call will disconnect.
Add a Prompt to the action, $KEY, which will announce and confirm the selector code that you presses before performing the rest of the action. If you don't hear "four" before it disconnect, you have a problem upstream of the transfer action. If it says "four" and then disconnects, the transfer action is invalid

 

[mjp1201]

Thanks for the response. Someone else implemented the system, i just took it over. Where do you add the prompt to the action?

 

[TouchToneTommy]

Double click the Transfer action, 2nd tab is Entry Prompts. Click the big green + button, enter $KEY in the field for the wav file name

 

[IPGuru]

also make sure the destination has queing enabled, if not if the destination is busy the call will drop
This is especial problematical if the destination is a Collective ring group as the group will be seen busy if another call is already ringing.

rule 1 for AA transfers - the destination must never be seen as busy!


Do things on the cheap & it will cost you dear

Avaya Remote Support Engineer (A.R.S.E)