BCM400: Off-Premise Notification problem

[grant420]

We have a BCM 400 (software version 4.0.2.03) with a Mailbox setup for off-premise notification. I now have it programmed to dial 4 cell phones in 15 minute intervals if a new voicemail is left on this Mailbox. It is calling the first cell phone, a long distance number (the other 3 are all local) but does not call the other numbers.

I've deleted the numbers programmed and re-set it up such that one of the local cell phones was to be called first and it worked. But I didn't wait long enough to see if any of the other cell phones were called before reprogramming it to the desired order, thinking it was fixed. I'm using outdial type of Route. The Route table is set up such that one has to dial 9 to get outside line, so the OPN is 91xxxxxxxxxx or 9xxxxxxx, for long distance and local, respectively.

A bit of history: prior to this it was setup to dial 4 pagers in the event of a new voice message being left on this DN and was working poorly because it would intermittently miss pagers. Last night, with help from our vendor, I deleted and recreated this Mailbox since the vendor told me off-premise notification "freaks out" if you make changes to it and sometimes you have to delete and recreate. After recreating the Mailbox and setting up OPN it seemed to me that the menu was different, like perhaps the last Major Release I installed last December (2007) made a change that is just now being reflected for this DN. I could be wrong, but to me this could explain the poor performance dialing to the pagers!

After searching through the web and specifically on tek-tips (this site is great, thanks to you experts kind enough to respond!) I cannot find a solution so am posting here.

Any help would be greatly appreciated!

Grant (grant420@gmail.com)

 

[endlesswinter]

open BCM monitor and look at line activity. You will see what calls are or are not leaving the system.

 

[hawks]

It could be that the cell phones have voice mail. So when the Call Pilot calls the Cell Phone if no one picks up then the call goes to that mailbox and the Call Pilot thinks it's doing it's job so it don't call the 2nd number.

 

[DigitelD]

The way the BCM OPN works is that when a message is left it will not stop its cycle until someone opens the mailbox. They don't have to listen to any messages. If the mailbox is opened then OPN will stop its cycle. I have found that it works better to have the pagers set up as phone in the OPN programming rather than pager. You must have the Class of Service settings for OPN set right. If you want the BCM to call the first cell phone once and then the second cell phone and so on you must have the interval set for 15 minutes and the retries set for 1.

SHK Certified (School of Hard Knocks)
NCSS

 

[grant420]

Endlesswinter, good idea. I can't believe I haven't tried that yet. I watched the BCM Monitor and saw it dial the first number, then it Connected (assumingly to VM) then it showed Idle after about 2 seconds, then it disconnected. Is this my problem?

I had changed the Retry Interval to 2 minutes and waited 2 minutes while monitoring the BCM to see if it would dial the next and it never does.

 

[grant420]

DigitelD, thanks for trying to help!

I did have the Retry Interval set to 15, and the number of Retry Attempts set to 1 all day yesterday while I was troubleshooting this. I'll change it back since you said that is a requirement for it to roll to the next phone, and monitor the BCM.

 

[grant420]

OK. I set the Retry Interval back to 15 minutes and monitored the system dialing the 1st phone and this time it stayed connected for 1:57 (the user didn't answer the phone, so this was connected to that provider's VM system) before going Idle.

I'll try and monitor the next dialout attempt (if there is one, which I doubt).

 

[grant420]

When I changed the first number dialed to my cell (a local cell phone, before it was dialing a LD cell 1st) it did ring this different number, but it's still not rolling to the next number.

 

[grant420]

Hawks, thanks for the idea!
Unfortunately that is not it (I think) because I know it is capable of handling this situtation because it used to go to my cell phone 3rd, leave a voicemail, then roll to the 4th number which was previously setup to be a pager. So whether it leaves a VM or I answer the OPN call to my cell, if no one checks the message or logs in to the Mailbox it should still roll to the next number after the Retry Interval has been reached.

The reason we changed the setup was to get rid of the antiquated (and intermittently failing for OPN!) pagers.

 

[grant420]

FALSE ALARM IT WAS MY FAULT

After rebuilding the Mailbox to be used for OPN, I failed to change it to the Class of Service I had previously defined, so it was using a Class of Service set to dial the 1st number 5 times, on the hour, before rolling to the next number.

Sorry to waste people's time. :/
Please close this thread.

 

[hawks]

Good to see you got it working, yea after reading digitelD's post I didn't think what I said would do it.