Calls on IP Office to Group fail when the Group Announcement Plays

[Cat5Jive]

Hi all,

IP Office 9.1.6, using VM PRO

System has been up for almost a year using SIP trunking exclusively without fail. As part of a fundraising drive I have now programmed a Sequential call group that works fine when dialed internally. Calls go through the call queue process, rings to agents, the queue on hold announcements are played and the calls overflow to voicemail as programmed.

On an inbound call via SIP, the call hits the queue and rings until the first announcement is played, at which point the call fails.

The IP Office actually sends a BYE to the SIP server.

We are using STUN with a Full Cone NAT, the SIP trunking Transport is using LAN2. IP Routes are configured 0.0.0.0 / 0.0.0.0 pointing to the correct gateway. The VM Pro server does not have a firewall running on it. All other VM Pro functions work fine, including voicemail and auto attendant.

Any thoughts on why this may be occurring?

Thanks so much!

C5J

 

[Cat5Jive]

UPDATE: The issue is resolved if I uncheck the "Synchronize Calls" Option, unfortunately I believe we will in fact need these Announcements to be synced as the customer has only 8 VM PRO channels and their call volume during their fund raiser will be greater than the 8 channels in use. Any tips on how to get this working with Synchronize Calls enabled?


Thanks!
C5J

 

[intrigrant]

Appearently not. If you only use VMPro exclusive for the queue messqges you can have 3 to 4 times the call load as you have VM Pro ports.
So worst case you can have 8 x 3 = 24 calls in the queue but calls in the queue which cannot get a queue message will not be disconnected, these will stay in the queue at their original position.
It depends on the length of the messages and the pause between them.

 

[Cat5Jive]

Thanks Intigrant but I am a bit confused by your response - are you suggesting I build the queue within VM pro instead of utilzing the Group?

Thanks!

C5J

 

[intrigrant]

The queue is programmed with the Avaya Manager, VM Pro only delivers the voice prompts.
So without VMPro available tha queues will continue to work but without any spoken message