DTMF Problems 3

[NTL555]

Hello all.

Has anyone had any problems with DTMF on a CICS/MICS 6.1/6.1MR with a CallPilot 100/150 installed? It seems like the Callpilot is not recognizing every other or few calls when the caller is entering his/her extension through the Automated Attendant.

This is what I have done.
1 Replaced SW/Caller ID Cards/Voicemail/System.
2 Made sure they were calling from analog phones.
3 Made sure they had Touch Tone Gate off.
4 Ran startup 2 times and reprogrammed the voicemail.
5 I bring it home and test it and it works fine NO problems.

And the customer is still insisting there is a problem. I go there and there is a problem. I am scratching my head at this one. I have not seen a "hidden code" like the startalk to change DTMF.

These lines are copper trunk and are not going through any channel bank. All the system that I have encountered with this problem has had CID on them. HelP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Thanks sooo much.

 

[hawks]

Has all the lines been tested maybe you have one or two that is not passing the tones.

 

[trabra]

When you are onsite can YOU get it to act up or is it the customer telling you that they have a problem? Please help me understand the problem, is the customer calling in through the AA trying to get the their personal mailbox and the digits are not recoginized or is an outside caller trying to get to an extension and not able to get transfered to the correct extension?

 

[NTL555]

I did experience the problem while onsite, but did not specify which line is exactly the problem. I am heading out there tonight to see what line exactly is the problem. That is something I need to identify.

What is occuring is my customer's customer is calling in, hitting the AA and dialing an extension. ONce the customer is entering the extension, the nortel lady comes on and says "you have entered an invalid extension..." To answer your question the "outside caller trying to get to an extension and not able to get transfered to the correct extension." is the problem I am having.

Nam

 

[Sphoneman]

Verify that you can call outside from your system. If all is good it is either your customer's -customer's LEC,LDC, or system.

Steve
tele-dataservices.com

 

[NTL555]

I can make calls, page pagers, etc. with no problems at all. My hunch is most of his callers are calling from cell phone that have short DTMF tones rather then Long. Just an assumption for right now.

 

[bkrike]

I would definitely check to see if the problem is with one line. If it is just with one (or a couple), then I would x-connect that line to a different CO port on the CICS and see if it follows.

 

[NTL555]

I made a phone call to the customer and asked him if it was just one line or many. He said all lines, but I am still going to check it out later tonight. Any other suggestions while I am out there.

 

[DueE]

are lines being answered after 2 rings?

DueE

 

[NTL555]

Yes, the line is being picked up at 2 rings.

 

[DueE]

I figured you had that done judging from what you had already done, but had to ask. Sometimes it's the little things that stops the big wheel. Can't think of anything else...good luck! Let us know what ya find.

DueE

 

[NTL555]

Went on site, Made phone calls from my cell and had the problem with every other phone call. I thought it may have been my cell, so I made calls from a LAN line. Still having the same problems. I changed out everything and I am considering another KSU, but two different systems and voicemail. Hmmm, not likely. Maybe a 3rd will be the lucky one. The thing that bothers me is that the first KSU I sold them works perfectly fine in another customer's site. I am just about to say, I'll take full refund. What do you guys think or do you have any more suggestions.

 

[Sphoneman]

Were you monitoring the CP ports on the KSU?

Are you able to make simutaneous VM functions utilizing all your channels without a problem?

Steve
tele-dataservices.com

 

[NTL555]

cant monitor cp channels like you could on a NAM, i dont think. Correct me if I am wrong.

But to answer that question i think you are asking is yes, people can check msg, leave msg, and I can program at the same time when this occurs. The part of the question I dont quite understand is utilizing all your channels without problems. Can you clearify that question for me?

 

[hawks]

So you are saying you can call in on Line and it works then call back in on Line 1 it don't work. Just trying to make sure that when you call back in that it don't roll to another line that has the problem.

 

[NTL555]

yup same line. all lines. And I did remove all bridging clips for each line and checked one by one.

 

[bkrike]

I feel for you. That is a bad problem. My thoughts are (and these are just random guesses):

1.There is something going on with the providers dial tone equipment (i.e. maybe it some type of crummy pair gain dial tone) – To determine this I guess I would get some type of DTMF catcher hooked up to see if I could send digits correctly into those lines. – how many lines are connected to the system? – do they have another fax line in the building that might not be on the same CLEC switch as the voice lines for testing?

2. CLID cards- they have no adjustment for Loss Package (correct?). So maybe try an LSDS just to see if they work.

2a. CLID cards- maybe the CLID info is being sent at the same time call pilot is answering, causing some type of error, so try changing the answer timer to 3 rings.

Again –these are just some random thoughts.

 

[Sphoneman]

What I was checking:

If you have a 4 channel CP you should be able to do 4 "Leave Message" 's at the same time.


If you have a 8 channel CP you should be able to do 8 "Leave Message" 's at the same time.

Hitting them all would show that all your channels are at least functioning.




Steve
tele-dataservices.com

 

[jerryreeve]

Have you monitored the incoming calls with a butt set at the x-connect field? you may actually hear the problem if it is outside the phone system, try reversing the polarity of the CO lines coming in

JerryReeve
Communications Systems Int'l
com-sys.com

 

[NTL555]

bkrike. I do not have a Digit Grabber Device, but I can sure get a hold of one. Thanks for that tip. There would be no point in putting in LS/DS cards, because the customer has CID trunks. I would have to put it back in again. It also doesnt matter what rings I put it on 1,2, or 3 I still have the same problem.

sphoneman. All channels are working. Left msg on one channel, busied that channel out by doing F985, and went to the next phone repeating that process again.

jerryreeve. I will try this also. Thanks for that suggestion.