Caller doesn't transfer from VM to queue V4

[burdenuk]

Have an issue whereby seemingly at busy times callers are played menu in vm pro but when they select the option that should transfer to a hunt group then don't get transfered to queue just get silence... and the call is stuck at that point. (unlimited queueing turned on on hunt group)

Always seems fine when testing with just one or two calls at a time.. and you don't have to restart vm fixes itself when it gets quieter on call volumes

IP406 on latest v4 firmware, all software v4, using annoucements

any ideas? thanks in advance

 

[kwing112000]

THere are a ton of issues with 4.0.10 and hunt groups. we have had a lot of issues and downgraded a lot of sites.

 

[tlpeter]

Sounds like you are out of ports
The call is probably not stuck but the silence means you dont have port
When oyu dont have ports the calll flow still works but there is no more sound !
And then yes it works great when you have only one or two calls
What does system status say ?


ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[burdenuk]

Thanks for your quick responses - is there a version 4 you think I should go back to?

Also we do have enough voicemail channels and it always plays all the messages fine.. you can also move through the menus ok but when you select an option that transfers to hunt group that's when you get silence...

Thanks again for your help!

 

[tlpeter]

Do you use the syncronize calls feature ?

Maybe that does the trick

http://marketingtools.avaya.com/kno...cts/bulletins/techtips/global_techtip_176.pdf

ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[burdenuk]

really good suggestion - makes sense however this is on a module call flow from an incoming call route rather than in the announcements and all the hunt groups have syncronise calls disabled..

don't think you can syncronise calls on modules can you? if so I need to turn it off!

thanks

 

[ProviderReborn]

Run a monitor trace. Cannot remember exact wording but in no uncertain terms it will tell you if you are out of VM Ports.

Also what type of transfers are you using?? If using assisted you may wish to change them to blind transfers until you find the route of the issue.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[mattKnight]

SSA will also show you clearly if you are out of resources i.e. VM ports

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[ProviderReborn]

Also we do have enough voicemail channels and it always plays all the messages fine.. you can also move through the menus ok but when you select an option that transfers to hunt group that's when you get silence...

Ok here is an idea. Would you happen to be using assisted transfers but with no music on hold? If you are routing through the menu's ok then its strange its then going to silence.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[burdenuk]

We are using assisted transfers but do have external music on hold which normally plays ok and still works using *34 when there is a problem with stuck calls..

have tried switching to normal transfer and it still has the problem..

thanks for the help