martinduchesneau
Vendor
Hi,
I'm running in circles here trying to make an auto-attendant transfert to an external number using only one POTS line. I've read posts of people finally managing to make it work, but their solutions don't work on my setup. I'm setup in Canada, so no offense to participants from other countries, but I tend to notice solutions applying to you don't always work on this side of the ocean... Either Avaya systems don't react well to the telco caracteristics, or our telcos don't do things like the rest of the world (Most likely both, I guess)
Here is the setup:
IP Office 500 V2 8.1(52)
VM Pro on UC110 module 8.1 too
8 Analog POTS lines supplied through an Adtran Total Access 624 from a PRI. (Local telco provider thought it would be easier for them to install this than add more copper pairs from the pole to the customer)
Permanent 24/7 call answering though an Auto-Attendant.
Flash hook has been tested through a button programming on the phone and works great. Feature is available through the Telco.
Here is the objective:
The company where the system is installed has two needs for external transfers.
1. During business hours, they have an accounting department that is outside the facility, reachable through a phone number, I even think it might be a third party. When somebody calls the main site and select the option for accounting, they must be transferred to that number.
2. During non-business hours, technical support is available for emergencies through a cell phone number. The company doesn't want to give this number to their customers because it's never the same tech on duty, hence, the number is subject to change, therefore, the external transfer is the easiest option(assuming it can be done).
What has been tried (and failed):
From the callflow, a menu, leading to a normal transfer, dialing 9-123-123-1234 (the "-" aren't there when dialing, they are used only for clarity purposes) (Call is disconnected)
From the callflow, a menu, leading to a normal transfer, dialing *8, *8 being used in various ways, defined here-after:
From the callflow, a menu, leading to an assisted transfer, dialing 9-123-123-1234 (Uses 2 lines and no Voicemail channels)
From the callflow, a menu, leading to an assisted transfer, dialing 9-123-123-1234, all outcomes leading to a disconnect
From the callflow, a menu, leading to an assisted transfer, dialing 8-9-123-123-1234, 8 being a shortcode defined here-after:
Code: 8N; (According to documentation, ; is supposed to wait for the entire string to have been dialed before proceeding)
Feature: Flash hook
Telephone Number: N (9-123-123-1234 in this case)
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Works once in a while, sometimes connecting the calls, sometimes returning a fast-busy signal. In both cases, SSA doesn't report active calls.
From the callflow, a menu, leading to an assisted transfer, dialing *8, *8 being used in various ways, defined here-after:
Test #1:
Code: *8
Feature: Flash hook
Telephone Number: 9-123-123-1234
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Same as above
Test #2:
Code: *8
Feature: Flash hook
Telephone Number: ,,,9,,,123-123-1234,,,,,,,,,,,,,,,,,,,,,,,,,,,,, (number of , has been variable through the tests)
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Same as above, the "," at the beginning don't seem to be considered by the system, and the ones between the 9 and the rest of the digits either. I have noticed at this point that sometimes a fast-busy signal is returned by the Telco right after the first few digits are dialed after the shortcode, this is why I tried adding "," between digits, without success. There doesn't seem to be a special character forcing a pause before digits are initially dialed.
Test #3:
Code: *8
Feature: Dial
Telephone Number: 9-123-123-1234
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Communication is established using two lines, connected through a conference call, using no Voicemail channels and visible through the SSA Active calls.
So far, the only thing working 100% of the time is the assisted transfer, using 2 lines and the *8 shortcode using the "Dial" feature (test #3).
For those of you familiar with Norstar and Callpilot systems, do you remember how easy it was to make an external transfer from a CCR path? Transfer, external, #52 123-123-1234 and bingo.
Did anyone ever manage to successfully program 100% functionnal external transfer in an IP Office system? How did you do it? What am I missing here? I feel so close to the goal yet it is hidden through deep deep fog. Is it the line types (POTS through Adtran TA624 from a PRI) that don't react well with the IP Office? Why did it work with the Norstar?
Thank you for any and all assistance
I'm running in circles here trying to make an auto-attendant transfert to an external number using only one POTS line. I've read posts of people finally managing to make it work, but their solutions don't work on my setup. I'm setup in Canada, so no offense to participants from other countries, but I tend to notice solutions applying to you don't always work on this side of the ocean... Either Avaya systems don't react well to the telco caracteristics, or our telcos don't do things like the rest of the world (Most likely both, I guess)
Here is the setup:
IP Office 500 V2 8.1(52)
VM Pro on UC110 module 8.1 too
8 Analog POTS lines supplied through an Adtran Total Access 624 from a PRI. (Local telco provider thought it would be easier for them to install this than add more copper pairs from the pole to the customer)
Permanent 24/7 call answering though an Auto-Attendant.
Flash hook has been tested through a button programming on the phone and works great. Feature is available through the Telco.
Here is the objective:
The company where the system is installed has two needs for external transfers.
1. During business hours, they have an accounting department that is outside the facility, reachable through a phone number, I even think it might be a third party. When somebody calls the main site and select the option for accounting, they must be transferred to that number.
2. During non-business hours, technical support is available for emergencies through a cell phone number. The company doesn't want to give this number to their customers because it's never the same tech on duty, hence, the number is subject to change, therefore, the external transfer is the easiest option(assuming it can be done).
What has been tried (and failed):
From the callflow, a menu, leading to a normal transfer, dialing 9-123-123-1234 (the "-" aren't there when dialing, they are used only for clarity purposes) (Call is disconnected)
From the callflow, a menu, leading to a normal transfer, dialing *8, *8 being used in various ways, defined here-after:
From the callflow, a menu, leading to an assisted transfer, dialing 9-123-123-1234 (Uses 2 lines and no Voicemail channels)
From the callflow, a menu, leading to an assisted transfer, dialing 9-123-123-1234, all outcomes leading to a disconnect
From the callflow, a menu, leading to an assisted transfer, dialing 8-9-123-123-1234, 8 being a shortcode defined here-after:
Code: 8N; (According to documentation, ; is supposed to wait for the entire string to have been dialed before proceeding)
Feature: Flash hook
Telephone Number: N (9-123-123-1234 in this case)
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Works once in a while, sometimes connecting the calls, sometimes returning a fast-busy signal. In both cases, SSA doesn't report active calls.
From the callflow, a menu, leading to an assisted transfer, dialing *8, *8 being used in various ways, defined here-after:
Test #1:
Code: *8
Feature: Flash hook
Telephone Number: 9-123-123-1234
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Same as above
Test #2:
Code: *8
Feature: Flash hook
Telephone Number: ,,,9,,,123-123-1234,,,,,,,,,,,,,,,,,,,,,,,,,,,,, (number of , has been variable through the tests)
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Same as above, the "," at the beginning don't seem to be considered by the system, and the ones between the 9 and the rest of the digits either. I have noticed at this point that sometimes a fast-busy signal is returned by the Telco right after the first few digits are dialed after the shortcode, this is why I tried adding "," between digits, without success. There doesn't seem to be a special character forcing a pause before digits are initially dialed.
Test #3:
Code: *8
Feature: Dial
Telephone Number: 9-123-123-1234
Line Group Id: 0
Locale: Canada
Force account code: unchecked
Results: Communication is established using two lines, connected through a conference call, using no Voicemail channels and visible through the SSA Active calls.
So far, the only thing working 100% of the time is the assisted transfer, using 2 lines and the *8 shortcode using the "Dial" feature (test #3).
For those of you familiar with Norstar and Callpilot systems, do you remember how easy it was to make an external transfer from a CCR path? Transfer, external, #52 123-123-1234 and bingo.
Did anyone ever manage to successfully program 100% functionnal external transfer in an IP Office system? How did you do it? What am I missing here? I feel so close to the goal yet it is hidden through deep deep fog. Is it the line types (POTS through Adtran TA624 from a PRI) that don't react well with the IP Office? Why did it work with the Norstar?
Thank you for any and all assistance
