Caller ID messes up Voice Mail? 1

[miafya]

Hi everyone,

We have a very strange problem with our third-party voicemail system since upgrading from a BRI (voice T1 with no D channel), to a standard PRI.

Each extension forwards to voice mail using call forward no answer or call forward busy, so if a phone isn't answered, it goes to the person's mailbox. We assume that this works by using information in the forward so that the voice mail system knows what mailbox to direct callers to.

Our voice mail (Active Voice Repartee) uses a Dialogic D/42 card with lines that are configured as M2616 phones so it can access the information it needs to direct forwarded calls to the right mailbox.

We have DID numbers so you can call individual extensions directly from the outside via the trunk.

Since we've upgraded to the PRI, any unanswered calls coming in over the trunk are not connected to the person's mailbox. The call is forwarded to voicemail, but voicemail treats the calls as it would for an extension with no mailbox. In other words, it doesn't know who the forwarded call is for. Internal calls sent to voicemail are still working as they always have.

The only thing that has changed is switching from the BRI to the PRI. Prior to using the PRI, we had no incoming caller ID information for outside calls. The display on the phone would simply list "9-1" or whatever the number of the incoming trunk was. Now, we get both the caller ID number and the caller ID names on our displays.

Could the new caller ID information be disrupting things? If so, can we turn it off or control on a per-phone basis what is sent in a call forward event? Where can we look to see what is going on in these forwarded calls?

Or, is there something in the configuration of the new trunk that would disrupt or limit what information is passed when it forwards calls from that trunk?

Any ideas would be appreciated!

Thanks
Jeremiah

 

[GHTROUT]

You didn't have BRI before, you had "T1" BRI is ISDN just like PRI is. Just FYI.

I suspect the solution will be in the CLS of the voice mail port TNs. Can you print out one of each kind of TN (I suspect there *may* be two types of TN in your Mail system).

Probably messing with the CDNA/D and DNDA/D values will fix it.

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[miafya]

Here you go! There are four voicemail TN's. Each one hunts to the next, so I've just printed out the first one. They are identical.

DES VM
TN 003 0 00 12
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
CLS CTD FBD WTA LPR MTD FNA HTA ADD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDA CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN

CPND_LANG ENG
RCO 0
HUNT 7199
LHK 0
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 SCR 8199 0 MARP
CPND
NAME VoiceMail
XPLN 13
DISPLAY_FMT FIRST,LAST
01
02
03 TRN
04 MCK
05 MIK
06
07
08
09
10
11
12
13
14
15

 

[GHTROUT]

Hmmm. At this point, I might try changing them to:

CLS CNDD DNDD CNID

Alternately, you *might* need CNIA (the opposite of CNID and I see CNIA is on these phones today)

It's possible someone else will have a certain fix.

If you want to see exactly what is happening on these phone displays (might need that for questions from other support people) just create a new 2616 TN with phone, programmed exactly like the one above - same numbers and all, and watch the phone display as calls come in.


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[miafya]

Thanks,

We seem to have narrowed things down to the display format on the phone.

For example, on a call forward, our voicemail box is looking for the following display format:

[ignore top line - calling name]
TRUNK- CalledExt "CFNA"

But, our system is actually displaying in this format:

[ignore top line - calling name]
CalledExt-TRUNK "CFNA"

Is there a way to control the format for the way things are displayed on the phone?

 

[allenmac]

Yes, in the CPND block in LD 95, you can define what is displayed for various redirection reasons.

The Active Voice is expecting a certain format, so you should find out what that is - it should be in the installation / configuration literature, then change the CPND block in LD 95 to match.

 

[FireFighter78]

You might find it easier to change the Active Voice config file: /opt/vmail/DispParse.ini

You will have to add a line similar to the others that exactly matches what is being sent to the display; the key being the new 10 digit caller-id.

Good luck

 

[miafya]

Thanks, we had actually already been heading in that direction. The DispParse.ini was the correct file. Another helpful file is the PBXLOG files, also located in /opt/vmail. You can use that log to see in real time what is being read from the "display" of the virtual 2616 phone. Then, with a little bit of trial and error, we made adjustments to DispParse.ini and everything is working great again!