DTMF transmission mode

[kurtr1]

My system is having problems with incoming DTMF tones being ignored by the auto attendant. Searching all the forums here, I found notes in the Definity forum regarding setting DTMF transmission mode. Is there any similar setup for the Merlin Magix?

This may have begun after switching to Verizon FIOS for phone service.

 

[Dexman]

If the system was working properly up until the switch to FiOS, chances are the converter isn't generating tones quite the way the Magix is expecting them.

Just for giggles, if you have a digit grabber, connect it to each line at the dmarc make incoming test calls and see if the test set is able to read numbers correctly as you press them.

I don't know if they play a part, but you can also test the system's TTRs to make sure they are good.

If it ain't broke, I haven't fixed it yet.

 

[kurtr1]

Good suggestions, thanks.

I don't have a digit grabber but I can probably borrow one; or, I can make sure Verizon checks that if I call them in.

As for testing the systems TTRs (Touch Tone Receivers?), how is that done?

 

[SYQUEST]

To test DTMF receivers on Legend/Magix PBXs:

Single-Line Telephone Problems:
If more than one single-line telephone cannot dial correctly, even though they are receiving calls, use the steps below to test the touch-tone receivers (TTRs)for a single-line telephone.
1. Pick up the handset; then press *04 and the 2-digit number of the TTR you want to test.
> If you hear a busy tone, the receiver is in use/off hook.
> If you hear a reorder tone, you have misdialed or have reached an invalid TTR. Try again.
> If you hear a dial tone, go to Step 2.
2. Press 123456789*0#.
You should hear a dual-tone multi-frequency (DTMF) signal as you press each button. If the test is successful, you hear a three-beep confirmation tone one to three seconds after you press #.
3. Hang up and repeat Steps 1 and 2 for each TTR.
4. If this test fails, replace the module containing the faulty TTR.
If all TTRs fail this test, repeat the test, using a different telephone that works. If the tests are successful, replace the original telephone.
If users cannot make outside calls on a touch-tone telephone, check the individual trunk for rotary-dial programming. See System Programming for details.
--------

This is copied from the the Legend Maintenance document R6.0. If you need more info, you can download all the documents for free from support.avaya.com.

Happy reading!

....JIM....

 

[kurtr1]

Thanks SYQUEST.

Not sure if the test using single line phones applies.

Problem is with incoming calls, not outgoing; DTMF tones from the caller are sometimes missed; on some calls, some keypresses are ignored by our auto attendant. Problem is worse calling from some phones than from others, but not such that we can categorize - some cell phones, some voip phones, some pots line calls.

Also, all our phones are Legend MLX-10DP. I tried anyway, but when I dialed *04, got error tone.

I'm reading the rest if the manual you referenced but nothing yet. Any other suggestions?

 

[kurtr1]

OK, I took a look at the Merlin Magix Integrated System Maintenance and Troubleshooting manual. It reports that the TTR test is run continuously in the background as an audit test, not a demand test. If a TTR fails, a permanent error is logged and the TTR becomes maintenance busy. My logs dont show any permanent errors and I checked the status of all 8 TTRs and none were busied out.

Someone mentioned that Verizon might be using some type of equipment that might not play well with TTRs. Unfortunately, I didn't get the details. I'd like something to point at Verizon when I call them in, which more and more, I think I'll need to do.

Anyone have general comments about Magix systems with Verizon FIOS trunk lines, particularly problems with DTMF tones being ignored sporadically?

 

[Dexman]

I have FiOS at home along with an R7 Partner ACS. No problems with that arrangement. Yup, incoming calls first hit the auto attendant. Overkill?....perhaps . A fun system to have at the house? Oh yes!

If it ain't broke, I haven't fixed it yet.

 

[SYQUEST]

You never mentioned what Auto Atendant you are using! It may have its own DTMF receivers. So you will need to check the documents for that device for help.

....JIM....

 

[HiDesert]

How many TTR's does the system have?....2,4,6...if you have
a card with bad TTR's it will route calls to the default
operator...in this case the AA...
I would be surprised if Verizon's Fios has anything to
with your misrouted calls.
I also have a Legend w/AA here at the house....works like
a charm...

 

[kurtr1]

Syquest:

Our AutoAttendant and voicemail is in an Intuity Audix LX. According to a Configuration Note relating to the Merlin Magix, the analog ports talking to the Intuity (from 016TRR card) must be capable of sending and recognizing DTMF codes. So it looks like the Intuity has it's own TTRs.

That document says to set two options in the Merlin Magix, via SPM or Console Programming, for the VMS/AA - Touch Tone Duration to 75ms and Tuch Tone Interval to 50ms. My system is set to 100ms and 100ms. Identical parameters exist in the Intuity Interface Parameters, where they are set to 100ms and 60ms (defaults). Could the mismatch be a problem? Otherwise, sounds like longer would be better, but I'll probably play with those settings. Another note states that 016 TRR card application 18 or older can have problems, application 19 or more recent is required. I don't know how to check that.

HiDesert:
Per my post above, 8 TTRs in Magix, system tests by audit test, no errors logged.

When a DTMF tone is ignored, the Auto Attendant recording actually pauses for an instant, then continues. Entering three tones to select an extension, one or two (or none) might be ignored on any given call.

The equipment I was told to ask Verizon about are AML cards, used for line splitting, that they could cause problems with signal degradation. This might apply more to persistent intermittent line quality issues we've experienced, than to the problem we're having with DTMF tones being ignored.

 

[HiDesert]

Per my post above, 8 TTRs in Magix, system tests by audit test, no errors logged."
What kind of test are you refering to....looking at the errors thru SPM or testing the TTR's at the switch???

 

[SYQUEST]

kurtr1,

Those settings are for the DTMF senders, the on time duration of the DTMF digits and the pause between digts or inter digital timing. The 100ms and 60ms just means the tones are on longer, and should not have a detection problem.

As far as FIOS is concerned, Tellabs is one of the suppliers of the FIOS prem box. I don't recall the model of the TELLABS unit right now, but info is available for those units. You might take a look at the one you have installed on premise to get the model. Practices are available from Tellabs. I have downloaded them in the recent past, but have not really read through them at this point. FIOS does not use any line splitting. The lines would be multiplexed, just like DS1 and a channel bank. I believe the AML cards are from some previous technology.

....JIM....

 

[ttech]

Touch tone receivers are used by the SYSTEM to recognizes touch tones made by analog devices on the system or for the SYSTEM to recognize touch tones for DID trunks sent to the SYSTEM for the System to route calls.

When you pick up a digital phone and dial an extension number, the system knows what you dialed via the digital info between the system and the phone, but If you pick up an analog phone to dial the system has to "listen" and figure out if you are dialing another extension, a feature code, or going to dial out, at which time once the trunk is selected via ARS or a trunk or pool key touch tones are just passed through.

Calls for the auto attendant are simply listened to by the auto attendant and has nothing to do with touch tone
receivers. The touch tone receivers come into play when the SYSTEM is listening to the feature codes from the voice mail. That is why calls can all be routed properly but message waiting lights are acting up when the TTRs fail.

Testing the Touch tone receivers won't do much help because the symptoms don't match their use.

 

[kurtr1]

Busy day, thanks for all the replies.

HiDesert: Per the Merlin Magix Maintenance and troubleshooting, I checked through SPM.

SYQUEST: I should have figured it was for tone generation but I was hoping.

ttech: I'm not sure I follow you. A call comes in from a trunk over the FIOS connection, call is answered by Auto Attendant. Caller presses keys to select extension. That has nothing to do with Touch Tone Receivers? Isn't it the TTRs in the Intuity Voice Mail / Auto Attendant system which is listening to those keypresses and routing the call accordingly?

Kurt

 

[TouchToneTommy]

The Magix's TTR's come into play after the Audix hears the caller's input, while it is doing the transfer.

So where is it failing? When the caller dials the extension number they want to reach, or when the Audix flashes, pauses, and dials the extension number to complete the transffer?

Can the Audix "hear" the tones from the caller, and can the Magix "hear" the tones from the Audix?

How about connecting a butt set in parallel with an audix port and monitor the call progression.

And do the manual test of the TTR's, with a single line phone, since you have S/L ports to run the Audix. Don't fully rely on the error logs of the Magix.

 

[kurtr1]

TouchToneTommy: It seems the Audix is not hearing every the tones from the caller. If I watch the System Monitor on the Intuity, it doesn't report all three keypresses. If caller enters 120, it might miss the first or second digit, eventually the Auto Attendant replies that 10 or 20 is not a valid extension.

I don't have equipment in-house, I might be able to get my hands on a butt set. The manual test is the one SYQUEST wrote above, from the Merlin Magix Maintenance and Troubleshooting manual? That will test the receivers in the TTRs in the Merlin Magix. From the problem I'm having, isn't it likely the TTRs in the Intuity are the problem (Although based on ttech's comments, I'm not sure I understand that properly.

Kurt

 

[kurtr1]

TouchToneTommy: Tried the manual test. Am I right to assume it doesn't matter which of the 016TRR ports I use? I tried TTRs 01-08 using an available 016TRR port and all 8 TTRs worked fine - three beeps at end of test. BUT - since the nature of the problem is keypresses being missed, would the TTR necessarily indicate an error?

If I get my hands on a butt set, what would I need to do to connect it in parallel with an audix port? Would I plug the butt set into a port on the 016TRR which is already used, then plug the connection from the Intuity into the butt set?

Kurt

 

[TouchToneTommy]

If you get a butt set, unplug the line cord from the 1st Audix port, plug in a T-adapter, plug the Audix back in and plug the butt set into the other side of the T-adapter.

Either put all of the other VM extensions into Maintenance Busy, or remove them from the VM Calling Group, so that EVERY call will go to the port you are monitoring.

Everything you have told us tell me that the DTMF coming in on the line is distorted, and the Audix is rejecting it.

If you do a google on "NEH Telecom", you will find contact information on a fellow called Chris Howard, who practically invented your Audix.

 

[kurtr1]

What would the butt set be telling me? What would I need to know to use it in this circumstance?

Found Chris Howard in the Community on AvayaUsers.com. Seems a very helpful guy.

Kurt

 

[kurtr1]

JIM (SYQUEST): You asked about the Verizon FIOS units being Tellabs. They are, two SFH ONT 611 (Single Family Home Optical Network Terminal). I found a datasheet on Tellabs site, but nothing about practices - there are just White Papers and Case Studies and Data Sheets on Tellab's website.

Each Tellab has 4 POTS lines that go to our Merlin Magix, some to ports on a GS/LS ICLID card, some to ports on an 800 ICLID GS/LS-ID card. From there ports on an 016 TRR card connect to the Intuity Audix Auto Attendant / Voicemail messaging unit.

Kurt