we recently purchased sip licesnses for a trial version of an IVR system. and so far it works...for external incoming calls only.
here's i think is what's happening on external calls (please forgive me if i explain this erroneously, i am new to this):
- external calls come from our pri
- call is handled by the 3300 controller (10.100.100.xxx) and calls the IVR (10.1.1.xxx)
- mitel controller and IVR are now talking and understanding each other. we can hear the IVR test message. we send DTMF tones, and IVR recognizes it.
here's what i think is happening on internal calls
- internal 5320 phone (10.100.xxx.xxx) dials 4-digits
- 3300 controller sees that the caller and the callee is on the same network, connects both directly to each other
- they don't understand each other. we get dead air on the 5320 phone. we try to send DTMF tones, IVR doesn't understand it.
question:
am i correct to assume this is what's hapening?
is there any way to route a single phone (internal extension) calls to 3300 controller or in other words make it act like it's an external call?
disclaimer:
i am not a real phone guy and definitely not a network guy. i'm just the guy that knows a little bit of something. i'm also the guy that really needs major help. please help. thanks in advance.