Callpilot 0 out.. riddle?

[wildleroy07]

We are currently on Callpilot 05.00.41.96 of which we have two buildings - one onsite (GC), one offsite (SP), using.

We have a third offsite building with two opx lines and a centrix system.

When the third buildings staff call the SP building, reaches whatever extension's mailbox number and then 0's out, sometimes it works, but other times (maybe 50%) the zero out tries and fails, stating the service can not be completed.
In the beginning I thought the staff was on the phone the 0 out goes to, but I have since witnessed it fail (can not be completed) when that set was free. I have considered that set may not be releasing the calls right away and so therefore tying up the line even though it looks free to the naked eye..

When people from the GC building call and 0 out, it works flawlessly.. GC building are run directly off the PBX and use M3903 phones.

I have checked and double checked the Callpilot programming and the mailboxes of the staff. The staff at SP are using Norstar M7324 & T7208s on a BCM40.

I'm trying to figure out if it's the Centrix at third offsite location handing off lines that is the problem, if it's the BCM extensions or if it's our Callpilot.
Any one have any advice on what it could be or where to look.. My thinking is it's the Centrix or BCM since it works great for GC. Also, the problem was just introduced to me this week, however the staff tell me it started doing it one or two times a week about 3 months ago, didn't think much of it until it's got to the point where it is now. Could something be slowly dying and what? Thanks everyone ~

 

[trvlr1]

Have you determined if the problem is from a specific group (or 1) of phones, or is it definitely all phones? Is it dialing to all mailboxes, or just specific mailboxes where the problem occurs?

 

[wildleroy07]

The 0 out issue is only happening at the SP building. Occurring on all 40 phones at random times about 50% of the time.

The GC building also uses the same Callpilot and does not have problems 0ing out, to the same people.

For instance I am in the GC building. I call ext 547 and upon receiving that vmail, I can 0 out and it goes to the revert DN.

Staff at NM (third building) calls same number by direct dial, reaches vmail, 0's out and it may or may not work.

I've looked in the Callpilot programming and it's correct. This and the behavior lead me to think it's either the Centrix or the BCM lines..
We have at time, experienced some slow traffic w/ the bcm and so I have just begun to wonder if the network is slow, perhaps Callpilot times out before the call is received..hence the message?

I do have a trouble ticket in w/ our next level support, but thought I'd see if you all had any ideas.

 

[StanleySteamer]

It might have something to do with the system revert DN.

If a caller dials zero once when they are leaving a message they should go to the revert DN of that mailbox.

BUT - if they press zero TWICE the call will go to the System Revert DN. Maybe callers are pressing twice just "to be sure". And the System Revert DN is not defined or invalid.

This is not very well documented, if at all.

Also, you may want to look at the event browser for clues.