calls misdirected

[jgonzalez77]

Hi All, I have a client with IPO500 running 4.1

Recently, they've complained that callers are dialing an extension and windig up at another extension. Since they are a regular client of mine, I call in to them regularly and have never had an issue, regardless of what type of phone I'm using or where I'm calling from.

This is their busy season so they are handling a good amount of calls (they only have 12 trunk lines, so it's not like they're a call center, but they are busy).

Now, my first though is that it's teh callers that may be misdialing - for example, I know one caller personally who said he tried to reach someone at x11 but instead got the person at x22 (he also just got an iPhone, so...). But they are also telling me that they are getting many complaints about this.

So before I simply dismiss it as user error, not that I'm one to do that anyway, I'm wondering if anyone has had similar issues. Their VMPro only has a 4-port license, could that have something to do with it? Any other suggestions?

Thanks in advance!

 

[intrigrant]

Run Monitor with the default trace but with ShortCodes activated in the Call settings.
Then you can see what they actually dial and which number is dialled by IPO.
The cust must keep a list of problems: when,who and wich number

 

[amriddle01]

System status running a log would also be handy here, you can play the log back as if it where real time and watch the digits being dialled what shortcode is matched and what the system targets, much like monitor but easier to see, so if you do both you are set

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[CarGoSki]

Got forward on?

 

[Westi]

I would think that you have analog lines, check on the analog lines the "Voice Recording Level" if it is set to high then lower it down to medium as I had a few cases where that has caused the problem with the voicemail because the signal was to high for the voicemail and it didn't properly recognize the touch tones.

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[jgonzalez77]

Westi, you are correct, they are analog lines (sort of). The are using a Flex-IP product from XO, which is a data T1 line going into a Cisco router, which then breaks out into a Data port for INternet and an FXO port for analog lines.

I checked the lines and the "Voice Recording" level was set to low. Would moving that up to Medium help capture dial-tones?

Thanks!

 

[amriddle01]

As I said in your other post, this is also probably down to the unusual line configuration.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[Westi]

increase the recordings level might be worth a shot but I have my doubts that it will work.
Let us know

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[jgonzalez77]

I wanted to bump this up because the issue seems to be a bit more defined now. What we are seeing is that sometimes callers come into the automated attendant and when they try and key in an extension or menu option, the dial tones are ignored.
I experienced this myself so I know it's a real issue. I have only experienced this while calling in on my cell phone, I've never experienced it on a regular phone, so I'm wondering if this could be a cell phone thing.

 

[jgonzalez77]

I think.... or should I say I *HOPE* that I have it resolved.

A while back i was messing with some line settings under the Analogue Options tab because some users were complaing of echoing from outside callers. Just to test, I made changes to lines 101 and 102, specifically I changed the Voice Recording Level from low to Medium.

So today I was testing and I noticed the issue only occurred on lines 101 and 102, I went back in and changed the voice recording level back to low and BAM! it worked.

I obviously will watch it over the next couple of weeks, but I'm hopeful that this will finally resolve it.