BCM50 Call Pilot Auto Attendant 2

[gtechjoe]

Customer has BCM50 with Call Pilot. Whenever they turn on the night mode callers hear the greeting but they cannot break the greeting when they try to press any extension or digit on their dial pad. I shut down system and powered back on but trouble not cleared. I was thinking of re-installing the Call Pilot data base but before I do does anyone have any other suggestions on what would be the next step?

 

[snowman50]

In the greeting table there is a tab to prevent users from dialling extns..
See if this is the issue first.

Also on some software you can't break the greeting during the initial welcome greeting until you reach the CCR greeting.

It's when you reach the CCR you can then press the options.

 

[gtechjoe]

Thanks snowman50 I will check the greetings tab and see if this is the issue. I will keep you posted.

 

[curlycord]

Disable DN Dialing check boxes to be exact.





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[snowman50]

Yes that's it.
Disable dn dialling.
Look in greeting Table.
Non business ...disable dn dialing

 

[gtechjoe]

Thank you curlycord and snowman50. I will check that setting tomorrow and see if that will clear the problem.

 

[gtechjoe]

I checked off Disable DN dialing boxes in greetings table. I also tried using a different Greeting Table (Table 2) with the same results. Callers still cannot break dial tone while in Night Services mode or even when Operator Status is turned on to answer trunks. I re-installed the voice mail system but the problem did not go away. Any thoughts Curlycord or snowman50?

 

[allworxguy]

I checked off Disable DN dialing boxes in greetings table.

Disable DN dialing needs to be "unchecked"

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[curlycord]

You say it works fine when AA pickups on its own (after 0-X rings) without Service Modes?


________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[cook1082]

Could it be a greeting in a mailbox answering instead of AA? While hearing the greeting press the # key do you get a tone to leave a message?

 

[gtechjoe]

Curlycord/cook1082 the BCM50 is set up with a Company Greeting #1 using Table 1. The customer then turns on the night mode during lunch and when they close. When in night mode the Company Greeting #1 will play but when a caller tries to dial an extension or presses "0" for the operator the greeting keeps playing. I've called and tried pressing extension numbers the pound key the star or any key on my dial pad and the company greeting #1 just keeps playing. I made sure that Disabled DN Dialing in company greetings are not checked and I re-installed the Call Pilot and set up the Company greeting using greeting #2, Table 2 and it does the same thing. My only other thought is to make a brief company greeting and build a CCR Tree and see if that will let me transfer to extensions or the "0" operator. Mailboxes can receive voice mail messages including the receptionist by forwarding the receptionist's extension to voicemail (Feature 984) instead of night mode. The receptionist can also forward calls to extensions with voice mail when night mode is off and she performs a regular transfer or voicemail transfer (Feature 986).

 

[allworxguy]

Let's go back to the beginning.

Firstly night mode has nothing to do with th auto-attendant. All it does is turn on a ring group. In your case that group includes the voice mail.

Are these POTS lines, PRI or SIP?

If you let the auto-attendant answer when NOT in night mode what happens?

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[gtechjoe]

allworxguy, It's an eight channel PRI. I also tried just turning on the AA to answer after 0 rings on Target line 133 and it does the same thing. Callers still cannot break the dial tone when the company greeting comes on.

 

[allworxguy]

I would be looking at the PRI. Try changing out your DTI card, new expansion box. DTMF is not being passed to thee voice mail.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[hawks]

What is the release of the BCM and what patches are on it. Therer was an AA issue and dilaing with either rlw 3 or 5 I think. I'll see if I can fine the notice.

 

[curlycord]

You keep saying "breaking dial tone"
Why is your company greeting playing dial tone?



________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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Toronto Canada

http://www.telcopc.ca

 

[hawks]

Oh one more thing I keep forgetting about the VoIP world when I hear PRI. Is this a true PRI or VoIP converted? The reason I aske is because I have had it where they needed to change a setting in their box to produce the correct DTMF. If AA answers can you use the dial by name directory? If not then I would get the carrier involved also to take a look.

 

[gtechjoe]

Hawks I will double check on the software release. Curlycord I meant the callers still hears the company greeting even after pressing any extension or button on their dial pad. Hawks again I will call their IT people and find out if they are sending true PRI or VoIP converted. The AA answers but no matter what key you press on your dial pad the AA greeting keeps playing until it eventually sends the caller to the Gen.Del. mailbox.

 

[curlycord]

It is looking more like a PRI issue from other posts.

Check alarms for the hell of it and see if digits show up on Monitor

________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[hawks]

One other test for the DTMF is if you have Targert lines with receive digits do they go to where you point them? If they don't then your either not getting or your system is not processing the tones.