Embedded VM - Transfer from AA to group, no queue announcements 2

[biv343]

I'm in need of a Friday afternoon sanity check, or a beer. Maybe three beers.

IPO 500V2. Version 7.0.12. Analog trunks. Embedded voicemail. Wishing I had VM pro for this job.

Calls come into an auto attendant. Callers press 1 to be transferred to a group. Group members ring, all is well. What doesn't happen is I never hear my queue announcements when the call is transfered from the auto attendant if the call isn't answered right away, just ringback. I've tried the action type as transfer and normal transfer.

The odd part is if I dial the group internally, announcements play fine. If I change the incoming call route to send calls right to the group, bypassing the auto attendant, announcements play. Monitor/system status don't show anything different - the call state is "queueing" when I'm hearing ringback.

If I go through the auto attendant, dial an extension, then transfer to the group, announcements work fine.

Anyone ever run across this, am I doing something wrong, have I missed some caveat somewhere that I didn't see, or is it just plain broke? I'd assume this is basic enough that even embedded mail should be OK.

I'll pay in stars for solutions or workarounds. Lucky for me this system isn't being installed for another week or so. I had a nagging desire to test everything out this afternoon.

 

[Greybeard191]

one possible workaround might be to try either:

1) use the menu action to transfer to a SC that dials the HG
2) use the menu action to transfer to a phantom user who is permanently forwarded to the HG, or alternatively to a SC which dials the HG.

Assuming you didn't miss anything, and from the sounds of it (able to hear announcements via directly dialing HG or transfering to it) I don't think you have, those would be two things I'd try first.

GB

 

[biv343]

I'd tried number two already, partially at least, having a phantom user forward to the group and got the same results. I didn't think of the shortcode. I gave that a shot, making a shortcode with a type of dial extn, dialing the group number and assigning that shortcode to option 1 on the AA. Same results - ringback to the caller and no announcements. Dialing that shortcode internally gives me the announcements.

Dialing the hunt group DN directly from the AA gives me the same result as pressing 1. I'm thinking this is a software glitch of some sort.

I'm contemplating downgrading the box to 7.05 and see what happens then.

 

[Greybeard191]

one last unlikely thing would be that for whatever reason when you're calling via the AA you don't actually have any embedded VM ports available... that would also result in no announcements.

Probably not the issue, as it seems to work fine via any other method (direct, transfer etc).

And if it's only you testing, you'd know what was being done on the system.


GB

 

[biv343]

Unfortunately I have six VM ports active on this system, two phones connected and a single POTS line. Not a lot of traffic.

I'm going to downgrade the system to 7.05 and see what I get then. This customer is going to use some Nortel handsets on the system so I can't go any lower than 7.0, otherwise I'd yank it back to 6.1 and see what happens there.

Thanks for the responses - I appreciate it.

 

[biv343]

For anyone who may be interested, it looks like this is a 7.0.12 bug. I downgraded the unit to 7.0.5 and now my queue announcements play after transferring to a group from the auto attendant.

Thank you Avaya. I'll shoot this info off to our distributor and see what they want to do with it. Maybe my suffering will save someone else a few hours of time.

 

[tlpeter]

Hi biv343, that is good information.


BAZINGA!

I'm not insane, my mother had me tested!

 

[biv343]

I wouldn't have thought something so seemingly basic would have broken in a software upissue. I wasted about three hours deleting groups, auto attendants, rebuilding them, defaulting the config, rebuilding, etc only to end up at the same place. This system is going in a doctors office and i'm pretty sure the patients would rather hear MOH and queue announcements rather than ringback while waiting for the scheduling peoplw to free up.

Live and learn I guess. Perhaps someone will read this and not use 7.0.12 if they have a similar setup.

 

[Westi]

biv343
that is good info thanks and 3 hours is pretty quick for that, seeing that an upgrade sometimes takes 2 hours with the new way they do things and to actually downgrade to test is most times just a nuisance and I avoid it wherever I can just so that I don't have to upgrade again.

Joe W.

FHandw, ACSS

Google it you damn kids

 

[biv343]

I didn't count the downgrade time. I started that and left the office for the day, waited a couple hours then made some test calls into the system. I guess a better estimate would be 2 hours to get to 7.0.12, my programming time, testing, farting around for 3 or so hours trying to figure out WTF was wrong, then another 2 hours to roll back to 7.0.5. At least I had a beer in hand for the majority of the last 2 hours.

I wasn't sure how the system would behave if I didn't choose 'upload system files' and have the files copied to the SD card when downgrading, even though it was a small step back. I didn't feel like finding out after pulling hair out most of the afternoon.