IPO11+VMP Autoattendant drops outside call on transfer 1

[Julian Daniel]

Running IP Office 11.0.4.2.0 build 58 and VoiceMail Pro Client 11.0.4.2.0 build 1 (Intuity).

My autoattendant successfully answers all calls from external callers and by dialing a shortcode (*876 in this case).

The autoattendant will successfully dial an extension (which rings), but with both Transfer and Assisted Transfer, if the extension doesn't answer then the call is just dropped...however if the originating caller is internal (ie *876 or an extension forwarding to *876) and there's no answer then the call goes to voicemail.

Logs just show the SIP call is cleared:

12:48:08 87615814mS CMExtnRxC: v=6806
CMReleaseComp
Line: type=NoLine 0 Call: lid=0 id=1374 in=0
IE CMIERespondingPartyName (228)(Type=CMNameInternalUser) name=Julian Daniel
IE CMIERespondingPartyKName (229)(Type=CMNameDefault) name=Julian Daniel
IE CMIERespondingPartyNumber (230)(P:100 S:100 T:101 N:100 R:4) number=6806
IE CMIEDeviceDetail (231) c0a883640000055e LOCALE=enu HW=15 VER=11 class=CMDeviceGhostPhone type=56 number=1 channel=0 features=0x10000000 rx_gain=32 tx_gain=32
ep_callid=1374 ipaddr=[IPO IP] apps=0 loc=0 em_a_loc=0 em_d_loc=0 features2=0x0 is_spcall=0 ignores_dtmf=0
avgsid=<>
Cause=21, Call rejected
12:48:08 87615814mS CMCallEvt: c0a883640000055e 0.1374.0 95 Julian Daniel.0: StateChange: END=T CMCSRinging->CMCSCompleted
12:48:08 87615815mS CMExtnEvt: v=-1 State, new=PortRecoverDelay old=Ringing,0,0,Julian Daniel
12:48:08 87615815mS CMExtnEvt: Julian Daniel: CALL LOST (CMCauseCallRejected)
12:48:08 87615815mS CMExtnEvt: Julian Daniel: Extn(6806) Calling Party Number([redacted]) Type(CMNTypeUnknown)
12:48:08 87615816mS CMExtnEvt: Julian Daniel: CMExtnHandler::SetCurrent( id: 1374->0 )
12:48:08 87615816mS CMCallEvt: c0a883640000055e 0.1374.0 -1 Julian Daniel.-1: StateChange: END=X CMCSCompleted->CMCSDelete
12:48:08 87615817mS Sip: SIPDialog f173e900 created, dialogs 81 txn_keys 2 video 1 presentation 1 camera 1 unsupp audio 0
12:48:08 87615817mS Sip: SipTCPUser 82 has 3 dialogs open (AttachDialogToSipTCPUser)
12:48:08 87615817mS Sip: SipTCPUser 82 has 4 dialogs open (AttachDialogToSipTCPUser)
12:48:08 87615819mS SIP Tx: TCP [IPO IP]:5060 -> [extension IP]:4635
NOTIFY sip:6806@[IPO IP];transport=tcp;avaya-sc-enabled SIP/2.0
Via: SIP/2.0/TCP [IPO IP]:5060;rport;branch=z9hG4bK4250618b5b86fcfa3727312cf88a9057
From: <sip:6806@[IPO IP]>;tag=b46a405cfa7dba89
To: <sip:6806@[IPO IP];transport=tcp;avaya-sc-enabled>
Call-ID: a9604a97e3fe9fd97f578a99e3082f73
CSeq: 1724578112 NOTIFY
Contact: <sip:[IPO IP]:5060;transport=tcp>
Supported: 100rel
Max-Forwards: 70
Event: screen-update
Subscription-State: active
Content-Type: application/xml
Content-Length: 147

My incoming call route is sent to VM:MainAA. I tried both Transfer and Assisted Transfer to $CP0. If I just go directly to Leave Mail, then that works...but dial and wait three rings and you get dropped if you're external but reach voicemail if you're internal.

Why would internal calls made to *876 work fine, but external calls can successfully navigate, dial and call an extension, but get dropped if there's no answer?

 

[IPOTS]

Try checking the re-invite on the SIP trunk.

 

[Julian Daniel]

Not really sure what I'm looking for...

 

[IPOTS]

It should be under the VoIP tab/ "Re-invite Supported"

Your VM call flow seems overly complicated to transfer to an extension. What is the thought process on the configuration?
What happens if you configure a menu option with a transfer module to an extension. Start Point>Menu>Transfer>Extension
Simplify it and see if you get the same result.

 

[Julian Daniel]

Yes, Re-Invite Supported is checked on the VOIP tab.

Originally I had it going with a regular Transfer (see the unconnected box underneath the Assisted Transfer), but that wasn't working either so I tried to see if Assisted Transfer would work.

Again, if I dial *876 on an internal phone, I get voicemail when I dial an extension through the AutoAttendant, but when I come in through an outside line, then it drops the call when sending to voicemail.

 

[IPOTS]

What if you configure a DID on the incoming call route to the user. Does this forward to VM?
I want to see if we take the VM out of the picture how it behaves.

 

[Julian Daniel]

Yes, say my extension is 1234 and I have DID 4445551234, I can dial 444-555-1234 from the outside and get to voicemail.

I see that I have four SIP lines configured - the main incoming one #17, and #18, 19, and 20 are all apparently configured as outgoing lines. Here's 17, which looks like it should be fine for sending the caller to voicemail:

 

[IPOTS]

On the forwarding/twinning. Change the them all to be Original Caller. See if that helps

 

[Julian Daniel]

I'm afraid that didn't help with the call dropping when it goes to voicemail.

Is there anything I should turn on for filtering the logs to try to trace what's happening? At the moment I see "CALL LOST (CMCauseCallRejected)", but it's not clear why that happened...

 

[IPOTS]

So at this point the issue is the hand off to voicemail on a no answer from external calls from the SIP trunk.
You can check the SIP tab SIP events to verbose. Maybe that will give us more info.

 

[IPOTS]

I would also suggest upgrading to the latest service pack 11.0.4.8
They have a lot of bug fixes between 11.0.4.2 and 11.0.4.8

Sounds like a bug.

 

[IPid10t]

another thing to try is going to System>Voicemail and checking the box next to Anonymous. This has caused me weird issues with transferring in the past with VMpro.

 

[Julian Daniel]

After more testing, I have discovered that everything is working perfectly...except the voicemail greeting isn't playing.

If I dial the user's DID from the outside, I get voicemail.

If I dial the autoattendant and either transfer or do assisted transfer, the extension rings and then stops ringing...but the caller gets dead air and isn't disconnected...HOWEVER 30 second later the call hangs up and the callee gets an email with the caller muttering about "stupid autoattendant isn't working" or some such.

If I dial the shortcode from an internal extension to connect to the autoattendant (same shortcode used by the outside incoming call route), then I get normal voicemail greeting.

So voicemail is only refusing to play the greeting to OUTSIDE callers, but everything else is working (autoattendant answers, routes to extension, rings extension, and then sends to voicemail...just no greeting to outsiders).

 

[IPOTS]

Do you have any special characters on the name field of the user?
Did the RTP port ranges in the system VoIP tabs get changed. Should be 46750-50750.

 

[Julian Daniel]

No special characters in name field - just alphanumeric, space, and hyphen.

RTP tab has 49152 to 53246 rather than 46750-50750.

 

[IPOTS]

I have run into issue with VM not playing greetings when the RTP range was changed from default.
Try changing the range back to default. Also remove the hyphen.
As far as the special characters. I recorded a greeting and imported it to the VM and when called got silence.
When I renamed it to only alpha numeric it fixed the issue.

 

[Julian Daniel]

I'm not clear why it only refuses to play greetings to outside callers, but directly-dialled calls and internal calls to the shortcode work fine.

 

[IPOTS]

Thats the thing, it should matter. When I run into the unexplainable. I try known fixes. If they don't work I look at the software version.
11.0.4.2 was full of bugs, try upgrading to the latest 11.0.4.8 on IPO and VMPro.
If it's still not working you will be at a supportable version. Then open a ticket with Avaya, (thats the first thing they will tell you to do)

 

[Julian Daniel]

OK, so I updated IPO and VMPro to 11.1.3 (the latest June 2023 release), and it still does the same thing:

It STILL doesn't play greetings when I dial-by-extension from outside (from my cell to the main phone number...MainAA runs, and I dial my extension, hear boop-boop, then three rings, then it appears to go dead (though my cell is still on-hook, and if I wait for long enough it finally hangs up and I get a voicemail email full of me making random sounds). It DOES NOT play the greeting.

However, if I dial the shortcode internally (*876), it goes to MainAA and if I dial my extension it rings and then plays my voicemail greeting as expected.

Why does it not play the greeting for external calls?

 

[AACon]

Check your greeting settings, make sure it's set for all calls.

-Austin
I used to be an ACE. Now I'm just an Arse.