Intermittent outcaling with VOICEMAIL R7

[foosy]

Have a client that has ACS VoiceMail R7. Some users complain that not all messages left- cause outcalling.

Outcalling is set to call on all messages, all day with 1 cycle. There are two lines assigned to the VoiceMail which do not get any incoming calls so they are used just for that purpose.

Is there a way I can trace calls and see if the system tried to call and if it failed- what are such reasons that caused it to fail ?

 

[itpphoneguy]

Hi foosy,
Hook up a serial printer to the SMDR output and equate the times on the repaort. Alternatively you can hook up the SMDR port to a serial port in with hyperterminal or the like and caputre the data on the PC. The last 100 calls should be in there. They may have missed the calls or the ports may have been busy.
-Chris

 

[foosy]

It is impossible to check the SMDR output because apparently calls that are unanswered by the user at the extensio are picked by the voicemail - so they all end up in one of the 6-port voicemail, and I do not have a way to know which call was left for which extension and if outcalling was initiated, for which extension it was initiated.

Any other ideas ?

 

[sandman1969]

foosy,

Have you determined if the problem is with only certain voicemail boxes? Many of my clients have this same problem because only some of the people actually read the manual on how to setup outcalling. Find someone who complains that their out calling is not working and check to make sure that the have entered the right combination of numbers for outcalling. All external outcalling has to start with a 9* to get an outside line. 9 to get the outside line and * for a 1.5 second pause to get dial tone.

Mark (the new guy)

 

[itpphoneguy]

Hi foosy,
Mark (the new guy) has a good idea. When setting up Partner messaging I normally will put it on the network and install the admin program. Saves me much time in training and setup.
I put one or two people in charge of administering the vm. This includes entering outcalling numbers. Saves many service calls and the customers are happy.
-Chris