Call at offsite location 11c mini to main site CS1000/CPilot 5 via T1-Remote caller displays VM.

[bltodd]

Avaya CS1000 system. Call Pilot 5. I have a user that calls to the main site into ACD queue from a remote site Option 11C Mini. Scheduler answers and the user gets "PLAY", "STOP", etc stuck in Voicemail instead of the standard Transfer Conference. User is just trying to raise a person from the main site, when they get that person is on the line they want to transfer them to a specific person at their remote site. But it is not possible when they seem to be holding on to the voicemail system. I have an office at the same remote site and I can call the number and do not get the voicemail commands. I can transfer them successfully. I have compaired the two phones settings but not sure which one would be relavent here. This happens to the user at every other remote site with ACD queue as well.

Thanks in advance, Bret ;0)

 

[bltodd]

Further explination:
The Number called by remote user is and ACDN. EX: 7000. Once the call connects, It tranfers to a specific extension, EX: H5860 which is defined in the call transfer portion of the App Builder menu. Once this Call Transfer happens, The user phone displays the "PLAY" "NEXT" etc voice mail commands even when the call go through to a live body and they are talking. I need it to drop voicemail prompts and show "Transfer" "Conference" "Park" etc. Hope this helps.

thanks, Bret :0)

 

[bltodd]

It looks like the specific DN is also an ACDN with two ACID's
DN 5860
TYPE ACDN
ACID 58xx TN 036 0 09 01
ACID 58xx TN 152 0 05 11

Thanks!

 

[KCFLHRC]

What type of phones are these that are having the trouble? If 3900 series then it could be a firmware issue. When did this start happening? After an upgrade?

 

[bltodd]

Thanks for the response. It could have something to do with that. The main site has fW 24/83. The remote site has fW 17/52. However I have worked on this and one thing I found. Remember when I stated that I have a phone at the remote site that was able to make the call and let go of the voice mail prompts? Well This is a phone originally from the main site. It had firmware of 24/83. But it may not matter when the 11c is only up to fW 17/32. So I had this phone down here whit no CDP from the main site. I started looking at that as and issue. So here's what I did. I took a number from the main site 12xx, I setup a CDP (DSC) to point it to my remote site. I outed key 1 29xx. Added 12xx. Made a call to one of the queues and bam, I get stuck with VM prompts. Now I am going to downgrade the fW 24/83 to fW 17/32, change it back to DN 29XX and see what happens again without CDP.

Thanks again for your input.
Bret ;0)

 

[bltodd]

Sorry forgot to add phone type. M3904C/M3903C.
Thanks, Bret :0)

 

[bltodd]

Ok,
Here are the results of my testing. I downgraded the phone to the remote site fW. I went to the main site and took out the CDP DSC 12XX. I called one of the ACDN queues and WaLa........ It works perfectly fine! So..., I can't run my remote sites without steering codes or no one can call them. But if I take them out of the main site, they work! Any ideas?

Thanks, Bret :0)

 

[KCFLHRC]

So what is the history with this issue? Just started happening or what? Always look at what has changed recently if it worked before. If it never worked then that is a different story. 3900 phones do weird things if the firmware doesn't match with what's in the Call Server.

 

[bltodd]

About 2 years ago we went from Digital Nortel 61C To IP based Nortel/Avaya CS1000 with CallPilot 5.5. We previously updated from MerMail to Call Pilot v3 a few years before the major upgrade. Have recently updated several of our remote sites to Survivable Media Gateways(Last 6-8Mos. I believe that's when it started. So there are many dinamics to this. M3900's with different FW, Some remote switches non survivable. Other with SMG's. Some sites with complete IP 1120/1230 phone sets, some sites with Digital M3900's and Digital IP sets. Some sites with only Digital. All tied to the main CS1000 one way or another as stated above.

Thanks, Bret :0)

 

[bltodd]

Correction Above:
Digital M3900's and Digital IP sets.

Bret :0)

 

[bltodd]

Thanks for the help. I'm going to chalk it up to mismatched firmware. Need to close this thread.
Thanks, Bret :0)