Call Transfer Problem on Avaya 1416 Phones.

[TomasBill22]

Hi ...

I have Avaya IPO 8.1, the VMPro answer the calls, when the customer press 0 going to the reception, the reception transfer the caller to the user he want to call, when the user is busy the caller listen to the MOH ( I Program on each user 2 call appearence and on telephony check the reserve last call appearence), the preoblem is that when the second call arrive to the reception via VMPro and want to transfer to a specified user when the reception press to the transfer button the call directly connected to the callerv waiting t on Hold. ( it seems that the two outside callers connected to each like coference.
How I can Solve this ???


Thanks

 

[Gunnaro]

You want us to guess more?
Better show us the trace Amriddle asked you to post.
Make it both SSA and Monitor

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[pmcook]

I'd just use park buttons. Stop using hold and transfr. Park and announce. Or park and transfer if you have R9.

 

[TomasBill22]

Hi pmcook,

The IPO is Rls 8.1, can you please tell me in more details how to use park and announce.

Thanks

 

[pmcook]

Sointenly. Unlike extension hold, which places a call on hold and can only be picked up at that extension or otherwise transferred, park is system wide. Everyone can access a parked call simply by knowing the slot number it is parked on. My standard procedure is a park button for every CA button though they are not linked, it's just a 1 for one configuration I use. The actual number will depend on the call volume. Perhaps you may need more. People hate short codes so I give them buttons. When a call comes in and is answered by the receptionist, they park the call. They then call or intercom the intended party and say "call on park whatever." Park slots can be any number scheme you desire. I just make them park 1, 2 3 etc. Unlike transfer, the call remains on park and does not ring back to the extension that parked it. So some attention is needed. Hold really can get messy when dealing with a lot of calls at one time. Anyone can park or unpark a call and from any extension.

 

[TomasBill22]

Hi Gunnaro,

Here is the SSA Trace:

8/17/14 10:13:38 AM-527ms Call Ref = 75001, Originator State = Connected Blind, Type = Trunk, Destination State = Alerting, Type = Target List
8/17/14 10:13:38 AM-527ms Call Ref = 75001, Alerting, Extension = 221, Button = 1
8/17/14 10:13:40 AM-843ms Extension = 221, Switchhook, Status = Off
8/17/14 10:13:40 AM-846ms My buttons = 1, Call Ref = 75001, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = User
8/17/14 10:13:40 AM-846ms Call Ref = 75001, Answered, Extension = 221
8/17/14 10:13:42 AM-049ms Extension = 221, Pressed Fixed Feature, Button = Transfer
8/17/14 10:13:42 AM-051ms My buttons = 1, Call Ref = 75001, Originator State = Holding, Type = Trunk, Destination State = Held for Transfer/Conference, Type = User
8/17/14 10:13:42 AM-052ms Extension = 221, State = Busy Wrap Up
8/17/14 10:13:42 AM-054ms Extension = 221, State = Idle
8/17/14 10:13:42 AM-062ms Call Ref = 75004, Originator State = Seized, Type = User, Destination Type = none
8/17/14 10:13:43 AM-063ms Extension = 221, Digit dialed, Digit = 2
8/17/14 10:13:43 AM-064ms My buttons = 2, Call Ref = 75004, Originator State = Dialling, Type = User, Destination Type = none
8/17/14 10:13:44 AM-600ms Extension = 221, Digit dialed, Digit = 6
8/17/14 10:13:45 AM-112ms Extension = 221, Digit dialed, Digit = 7
8/17/14 10:13:45 AM-116ms Extension = 221, State = Busy
8/17/14 10:13:45 AM-116ms Extension = 221, Button = 2, Idle
8/17/14 10:13:48 AM-478ms Extension = 221, Switchhook, Status = On
8/17/14 10:13:48 AM-479ms Extension = 221, State = Busy Wrap Up
8/17/14 10:13:50 AM-480ms Extension = 221, State = Idle
8/17/14 10:14:02 AM-812ms Call Ref = 75005, Originator State = Connected Blind, Type = Trunk, Destination State = Alerting, Type = Target List
8/17/14 10:14:02 AM-813ms Call Ref = 75005, Alerting, Extension = 221, Button = 2
8/17/14 10:14:11 AM-414ms Extension = 221, Pressed Programmed Button, Button Number = 2, Label = Appearance
8/17/14 10:14:11 AM-417ms My buttons = 2, Call Ref = 75005, Originator State = Connected, Type = Trunk, Destination State = Connected, Type = User
8/17/14 10:14:11 AM-417ms Call Ref = 75005, Answered, Extension = 221
8/17/14 10:14:13 AM-996ms Extension = 221, Pressed Fixed Feature, Button = Transfer
8/17/14 10:14:14 AM-002ms Extension = 221, Button = 1, Idle
8/17/14 10:14:14 AM-007ms Extension = 221, State = Busy Wrap Up
8/17/14 10:14:14 AM-008ms Extension = 221, Button = 2, Idle
8/17/14 10:14:16 AM-008ms Extension = 221, State = Idle

 

[TomasBill22]

Dear Gunnaro,

Here is the trace from Monitor:

CMReleaseComp
Line: type=DigitalExtn 2 Call: lid=0 id=328715 in=0
Called[221] Type=Default (100) Reason=CMDRdirect Calling[0799045906] Type=National Plan=ISDN Pres=Allowed (0)
Cause=126, Transfer(IPO)
Timed: 17/08/14 10:23
2398346195mS CMCallEvt: 0.328715.0 -1 REC.-1: StateChange: END=X CMCSConnected->CMCSDelete
2398346199mS CD: CALL: 5.2.1 BState=Connected Cut=3 Music=0.0 Aend="Line 5" (3.3) Bend="REC(221)" [Line 5] (3.9) CalledNum=0789801140 () CallingNum=0799045906 () Internal=0 Time=34160 AState=Connected
2398346199mS CMLOGGING: CALL:2014/08/1710:23,00:00:07,004,,O,,,,,,1,,""n/a,0
2398346199mS CD: CALL: 5.4.1 BState=Connected Cut=3 Music=0.0 Aend="" (0.0) Bend="REC(221)" [REC(221)] (0.9) CalledNum= () CallingNum=221 (REC) Internal=1 Time=12969 AState=Idle
2398346199mS CD: CALL: 5.4.1 Deleted
2398346200mS CMExtnEvt: REC: CALL LOST (CMCauseTransfer)
2398346200mS CMExtnEvt: REC: Extn(221) Calling Party Number(0789801140) Type(CMNTypeNational)
2398346201mS CMCallEvt: 0.328727.0 -1 REC.0: StateChange: END=X CMCSConnected->CMCSCompleted
2398346201mS CMExtnEvt: v=3 State, new=PortRecoverDelay old=Connected,0,0,REC
2398346202mS CMExtnTx: v=221, p1=0
CMReleaseComp
Line: type=DigitalExtn 2 Call: lid=0 id=328727 in=0
Called[221] Type=Default (100) Reason=CMDRdirect Calling[0789801140] Type=National Plan=ISDN Pres=Allowed (0)
Cause=126, Transfer(IPO)
Timed: 17/08/14 10:23
2398346202mS CMExtnEvt: REC: CMExtnHandler::SetCurrent( id: 328727->0 )
2398346202mS CMCallEvt: 0.328727.0 -1 REC.-1: StateChange: END=X CMCSCompleted->CMCSDelete
2398346203mS CMCallEvt: END CALL:75088 (f4c9b4a4)
2398346204mS CMCallEvt: 0.328715.0 -1 BaseEP: DELETE CMEndpoint f4dd2690 TOTAL NOW=24 CALL_LIST=10
2398346205mS CMCallEvt: 0.328727.0 -1 BaseEP: DELETE CMEndpoint f4f30160 TOTAL NOW=23 CALL_LIST=10
2398346205mS CD: CALL: 5.2.1 BState=Connected Cut=3 Music=0.0 Aend="Line 5" (3.3) Bend="REC(221)" [Line 5] (3.9) CalledNum=0789801140 () CallingNum=0799045906 () Internal=0 Time=34167 AState=Connected
2398346207mS CMMap: a=3.3 b=0.0 H0
2398346207mS CMMap: PCG::MapBChan pcp[73]b1r0 cp_b f582183c other_cp_b 0 type CGTypeSimple
2398346207mS CMMap: PCG::UnmapBChan pcp[79]b1r0 cp_b f5820594 other_cp_b f50b274c
2398346207mS CMMap: a=0.9 b=3.9 M02
2398346208mS CMMap: PCG::UnmapBChan pcp[159]b1r0 cp_b f50b274c other_cp_b 0
2398346208mS CMMap: PCG::MapBChan pcp[79]b1r0 cp_b f5820594 other_cp_b f582183c type CGTypeSimple
2398346208mS CMMap: a=3.3 b=3.9 M12
2398346213mS RES: Sun 17/8/2014 10:23:44 FreeMem=56433956(1) CMMsg=10 (11) Buff=5200 939 999 7418 5 Links=8443 CPU=3/6/2679/15143/40595/0
2398346213mS RES2: IP 500 V2 8.1(43) Tasks=49 RTEngine=1 CMRTEngine=0 ExRTEngine=0 Timer=93 Poll=0 Ready=0 CMReady=1 CMQueue=0 VPNNQueue=0 Monitor=2 SSA=1 TCP=21 TAPI=1 ASC=1 SYS=MNTD OPT=UMNT SDSPD=2034
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PrimeForHGTarget: PMC dep setorig=0 recall=0 resetExtnVars 0
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTarget PMC dep (depth=0) allowq=0 type=CMNTypeDefault
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: OV visable. VM NOT visable:Group VM off
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: FindNextInServiceHgInHgIncludedList: No Alternative!
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PrimeForHGTarget: PMC dep setorig=0 recall=0 resetExtnVars 1
2398346627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTarget PMC dep (depth=1) allowq=0 type=CMNTypeDefault
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTargetRingRotary(Rotary) PMC dep ring_attempt_count 0 index 1
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 229: Non Tapi User not logged in And FwdU Off
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 226: DND
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 227: Non Tapi User not logged in And FwdU Off
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 256: Non Tapi User not logged in And FwdU Off
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 269: DND
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 405: Non Tapi User not logged in And FwdU Off
2398346628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 406: Non Tapi User not logged in And FwdU Off
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 408: DND
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 409: Non Tapi User not logged in And FwdU Off
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: ADD USER: Leena depth=2 disallow_cw=1 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 0 (0)
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: OV visable. VM NOT visable:Group VM off
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: FindNextInServiceHgInHgIncludedList: No Alternative!
2398346629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: ADD HG PMC dep Complete search - no targets found
2398347627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PrimeForHGTarget: PMC dep setorig=0 recall=0 resetExtnVars 0
2398347627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTarget PMC dep (depth=0) allowq=0 type=CMNTypeDefault
2398347627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: OV visable. VM NOT visable:Group VM off
2398347627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: FindNextInServiceHgInHgIncludedList: No Alternative!
2398347627mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PrimeForHGTarget: PMC dep setorig=0 recall=0 resetExtnVars 1
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTarget PMC dep (depth=1) allowq=0 type=CMNTypeDefault
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: AddHGTargetRingRotary(Rotary) PMC dep ring_attempt_count 0 index 1
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 229: Non Tapi User not logged in And FwdU Off
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 226: DND
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 227: Non Tapi User not logged in And FwdU Off
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 256: Non Tapi User not logged in And FwdU Off
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 269: DND
2398347628mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 405: Non Tapi User not logged in And FwdU Off
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 406: Non Tapi User not logged in And FwdU Off
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 408: DND
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: PMC dep: Not using 409: Non Tapi User not logged in And FwdU Off
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: ADD USER: Leena depth=2 disallow_cw=1 dnd=0 real_call=1 group_call=1 type(CMNTypeDefault) incl(0x0) excpt(0x3c), allow_redir(1) remote=00000000 simult 0 (0)
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: OV visable. VM NOT visable:Group VM off
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: FindNextInServiceHgInHgIncludedList: No Alternative!
2398347629mS CMTARGET: 5.18.1 75089 Q931 Trunk:5 CHAN=29: ADD HG PMC dep Complete search - no targets found
2398348202mS CMExtnEvt: REC: Recover Timer reason=CMTRWrapUp
2398348202mS CMExtnEvt: v=3 State, new=Idle old=PortRecoverDelay,0,0,REC
2398348202mS CMExtnTx: v=221, p1=0


Regards

 

[holdmusic34]

It looks like you're transferring without waiting for the first call to ring at its destination before pressing the call appearance key for the next incoming call.
Wait for the first transfer to ring once before completing the blind transfer.

Launch Code: Midnight Sun

 

[Gunnaro]

- The SSA and Monitor traces are made 9 minutes apart, any particular reason for not providing data from the same events?

Anyway, here is what you do:

- Caller A is put on hold (when pressing Transfer button)
- Attempt to transfer the call to extn 267, but forget to press the Transfer button again.
- With Caller A still on hold, you pick up Caller B.
- Now the Transfer button pressed again and the system gets exactly what it has been waiting for (a second push to complete the initial Transfer attempt).
You successfully transferred Caller A to Caller B, system works flawlessly

*Problem Exists Between Keyboard And Chair*

The fix has been given to you two times already, but you fail to see it.

Third time's a charm?

Put "enable_OTT" in user 221 REC's Source Code-tab.

BTW: Are sending inbound calls directly to the receptionist extn, and not via a Hunt Group?


Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[amriddle01]

Indeed, this is user error, they aren't transferring correctly as can be seen in the sequence of key presses

 

[Gunnaro]

For a ID-10T Receptionist it would be better to have only two CA buttons and reserve the last CA.

This way it's not possible to pick up any new calls before the first one has been sent off properly.
Incoming calls should be routed to a Hunt Group that the receptionist is an active member of.

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[TomasBill22]

Dear Gunnaro,

Thank you for your support.
Look,
I have seen your advice to Put "enable_OTT" in user 221 REC's Source Code-tab, but this solution need to program all the user's on the button, I have 85 users and I don't have buttons module.
The Calls is send directly to REC, your suggestion is to put a REC to hunt group and directly all calls to it.
for REC to have 2 CA and reserve last one its not acceptable because This is a Pharma company and its receives many calls at the same time.

Regards

 

[Gunnaro]

I don't know the spec's on your receptionists, but ours can only talk to one at the time. It's not the amount of CA's that determine how many callers that can queue up, the external line capacity does.

Having a Hunt Group in front is the very best solution, even if there is a gazillion pharmaceutical calls per hour.

There is no error in your config, but you can improve it with user button for those who receive most transfers, and the rest has to be manual.
Try the OTT, and teach the REC to do proper transfers. (It's all described very well in the docs).

(3x button modules cost about the same as 2 tech hours.
I assume you burnt off at least 3 hours on this case so far, so unless you work for free, it might be time to cut the losses).

Kind regards

Gunnar
__________________________________________________________________
Hippos have bad eyesight, but considering their weight, it’s hardly their problem

 

[smokinjoe2938]

Then buy the add on modules as suggested, case closed!

ACSS-SME,ACSS Avaya Aura Session Manager and System Manager,ACSS Avaya Scopia Solution,ACSS Avaya one-X UC Soft Clients,ACSS Avaya Session Border Controller, ACSS Avaya Aura Messaging,
ACSS Avaya Aura Call Center Elite, ACSS Avaya Aura CM and CM Messaging,ACIS Avaya Aura CM and CM Messaging, ACIS SME, ACIS Avaya CM 5.2.1

 

[amriddle01]

Tomas, you may have missed the point, forget the buttons.
She isn't handling the calls correctly, there is no "issue" with the system to fix.....it appears
Looking at that trace I don't think she waited for the call to start ringing the destination before clearing down, you can't do that with a transfer, it must ring/go to voicemail