Call Screeing disconnects

[edhead]

We have caller screening set up via whisper action in VM Pro. It has worked perfectly for 6 months then suddenly this week it starts dropping calls. Whisper is set up to record the calling party's name and the called party can reject the call or transfer to voicemail. The whisper still works if the called party accepts the call or rejects the call. But if the called party doesn't answer (ie away from their desk), the call just hangs. The caller hears dead air and the called party gets a voice mail of dial tone.
Manager version 4.1 (15)
VMPro version 2.1 (5)
Any suggestions?
Thanks!

 

[edhead]

It looks like Avaya might have removed this feature? In the Help docs for the Whisper function is states:
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer connection. The whisper action will not go to the target extension voicemail.

This doesn't make any sense to me. Why would they not leave voice mail as an option? I have tried several work arounds with no luck. Any suggestions?

 

[Morrack]

Without actually trying this feature out (I haven't) right off the top of my head I would connect the no answer result to a leave mail token... did you try that?

 

[edhead]

Yep, I tried that and I get the same result. If the called party doesn't answer, the caller hears MOH indefinitely and the called party gets a voice mail of dial tone. If you watch the call flow using Call Status it shows the caller going on hold after the Whisper and the result of the Whisper is handled by RAS, with RAS just disconnecting after the Whisper timeout.

 

[Morrack]

hmmm. try connecting the no answer result to a transfer and send the caller back to reception - better than the status quo and would tell us something if that doesn't even work.

Peter

 

[kristiandg]

NO, they haven't removed the feature. You've got a BUG!!!! I've got inbound trunks hitting an auto attendant. I then can either enter an extension, or hit an option on the menu that routes to a phone. Get this, when that call untimately goes to VM, if there is no custom greeting recorded, the caller hears: "Your call is being answered by Audi <click>". THen, a message is left that is, you guessed it, dial tone. If I test it internally, all works fine.

Only on outside calls. Gotta be a bug. However, the fact it just started for you suggests a reinstall of VM Pro might fix the issue. Maybe a file is corrupt. I also tried removing a subscriber folder and having the system rebuild it, that didn't help.

Kris

 

[Morrack]

Kris... come on... there are not now, nor have there ever been, any bugs in IP Office. How dare you even suggest such a thing???

Peter

 

[kristiandg]

I'm sorry. I didn't mean to suggest such sillyness. Now, excuse me while I head over to the Cisco Call Manager forum and let them know their system is 100% stable...



Kris

 

[Morrack]

hahahahaha