Decifer SysMonitor Logs

[fortage]

Below is a snippet from the SysMon logs. I'm trying to determine why a caller left voicemail. Is it possible to extract this? We have a "SupportGroup" group with 2 overflow groups "Level1" and "Level2", and I'd like to know what is causing the call to go to voicemail(if it's a user action or system).
It's call 30655 in the log
Thanks in advance


3199502mS CMTARGET: ADD USER:30655 Ext148(148, state=Idle) (depth=4 B=2) cw=0 allow redirect = 0
3199502mS CMTARGET: ADD USER:30655 Ruben Carpio(140, state=Connected) (depth=4 B=2) cw=0 allow redirect = 0
3199503mS CMTARGET: ADD USER:30655 Robin Clarke(144, state=Connected) (depth=4 B=2) cw=0 allow redirect = 0
3199503mS CMTARGET: ADD USER:30655 Adam Roman(142, state=Idle) (depth=4 B=2) cw=0 allow redirect = 0
3199504mS CMTARGET: SELECT:30655 SEND SETUP (clearing old=1)
3199519mS PRN: ** MonitorACD reason=0
3199527mS PRN: VMAIL - Closing Voicemail False Call 0x3
3199529mS PRN: TFTPServer::RRQ(from 10.5.1.156) nasystem/call_info/0.77017.0
3199561mS PRN: TFTPServer::RRQ(from 10.5.1.64) nasystem/call_list/CCAA??/cs02
3199896mS RES: Wed 28/6/2006 10:14:16 FreeMem=3312468(161) CMMsg=10 (11) Buff=100 596 498 1388 12 Links=8213 Elements=121
3212164mS PRN: Recv: RegistrationRequest 0a0501cf; Endpoints registered: 1; Endpoints in registration: 0
3214553mS CMTARGET: SELECT:30655 0 10 TGHG=ffe1a970 TGUSER=00000000 INCL=00000000 EXCL=00000000
3214554mS CMTARGET: ADD HG:30655 Level2 (depth=1 B=1)
3214554mS CMTARGET: CHK HG EXCEPTED:30655 Level2 count=1
3214554mS CMTARGET: ADD USER:30655 Ext143(143, state=Connected) (depth=2 B=1) cw=0 allow redirect = 0
3214555mS CMTARGET: AddHGTarget[2]:- OVERFLOW HG:30655 SupportGroup [Inservice HG=ffe1b5f0 (SupportGroup), overflow size=2]
3214555mS CMTARGET: SELECT:30655 NO TARGETS, TRY VOICEMAIL

 

[PHins711]

Is Voicemail checked for any of the hunt groups? And what mailbox did they leave the message in? That should help you figure out how they got there, or at least where they came from.

 

[fortage]

Voicemail is checked for all 3 groups and messages are left for the support group, but that's not telling me how/why.

 

[PHins711]

I would say that your how/why is that nobody in the HG is available. Is there any option built into queing that lets them leave a message for the group? Other than the group not answering, that would be the only other thing that should send it to VM. What about when you test, how do you get to VM?

 

[sizbut]

If you don't want calls to go to voicemail turn off the hunt group's voicemail. Otherwise there will always be scenarios where due to all members being busy, logged off and or not answering that the calls will go to voicemail.

 

[hasturlord]

looks like a hangup by the caller is what happened here. For what the log says, the voicemail dumped the call as it wasn't valid, most likely as it was just silence with no voice.

I've seen this happen a few times before. What happens is that a caller dials your number and then hangs up before it is completely connected. The disconnect does not reach in time for the carrier or the IPOffice to realize the call has been abandoned and so it rings through. The call went to the voicemail but since there wasn't anybody on the line it was just silence, if the voicemail records 8 seconds of silence it believes the call is complete and will hang up. If there was no voice recorded or detected of at least 3 seconds before the silence, it removes the call completely and marks it false in Monitor. The Voicemail DbgOut.txt file would show this in more detail.

This also can indicate Glare issues on your T1 circuit. If this happens often then you should contact your service provider.


Darren DeNigris

 

[intrigrant]

The call is ringing extensions 140 and 142, extns 144 and 148 are busy
After 15 seconds it tries Ext 143 wich is busy so the call goes to the overflowgroup (SupportGroup) and then it goes directly to voicemail.
Do you have voicemail enabled on the group?, then this is normal operation.

 

[fortage]

Sizbut - I would like the callers to have the option to leave a voice mail if they have spent too long in the queue. There is an option in the queued/still queued menu.

hasturlord - the last line in the log indicates that the call went to voicemail, and the caller did leave a message.
3214555mS CMTARGET: SELECT:30655 NO TARGETS, TRY VOICEMAIL

intrigrant - are you saying that the calls rang on extensions 140/142 without answer then reentered the queue trying ext 143 in the level2 overflow group which was busy then went to voicemail? Will the overflow group "Level2" ever go to voicemail if voicemail is enabled but queueing is ON?

 

[kristiandg]

I don't know how your config is set, but you should make it so in your primary group, the Lev 1 and Lev 2 groups are listed (in linear order) in the Overflow section.

If you've done it so Primary (support) Overflows to Lev 1 and Lev 1 overflows to Lev 2, that won't work unless lev 1 was called directly.

Hope this helps...

Kris G.

 

[sizbut]

Can't have your cake and eat it! except in this case I think you can.

You can turn off the hunt groups voicemail which will explicitally stop the IP Office using it to take messages, but if a call flow such as queueing announcement takes a caller to a leave mail action set to that mailbox it will still work.