Issues with sending calls to Voice Mail announcements

[brewerdude]

I just noticed something not working properly after our Succession 3.0 upgrade…


In many of our scripts we use the ROUTE CALL XXXX command (where XXXX = DN of our voice mail system) often to send calls to a voice mail announcement when skillsets are closed or when we want to send calls directly to a voice mail announcement. It's handy for announcement lines that you want to track the statisics on (via the CDN). This is very similar to using an acd queue with the NCFW pointed to the voice mail DN. As long as you have an entry in the VSDN table it sends the caller to the correct announcement.

Now I've discovered that when the ROUTE CALL command is given, rather than going to the announcement, callers are sent to the Meridian Mail login prompt. I've tried de-acquiring and re-acquiring all the voice mail ports in Symposium, but that didn't work. Also, de-acquiring and re-acquiring the CDN doesn't work either.

Anyone have any ideas why this is no longer working????

Also note - I am very aware of the GIVE IVR XXXX WITH TREATMENT XXXX command. I know this will work, but we prefer not to use it for out of hours situations, b/c the CDN is more likely to be tagged with an abandon (since the caller will hang up while listening to the message, and since Symposium still holds the call, it counts as an abandon). When you use the ROUTE CALL method, all those calls are tagged as terminated, so we know those are the calls that went to the off-hours message.

 

[dmpd]

ROUTE CALL XXXX command (where XXXX = DN of our voice mail system)

ROUTE CALL should be a specific number in the VSDN table and not you voice mail access number. If this is the problem build a phantom and dcfw 4 xxxx to your voice mail system with the same number in your VSDN table of your phantom.

 

[ecw]

If you do not have PeP 11 on the symposium server you will need to send and route call statement to an CDN and NCFW the CDN to the desired number. Hope it helps

 

[brewerdude]

This turned out to be a Succession bug. Nextira loaded a patch yesterday and all is well.

 

[cgilmer]

Also note - I am very aware of the GIVE IVR XXXX WITH TREATMENT XXXX command. I know this will work, but we prefer not to use it for out of hours situations, b/c the CDN is more likely to be tagged with an abandon (since the caller will hang up while listening to the message, and since Symposium still holds the call, it counts as an abandon). When you use the ROUTE CALL method, all those calls are tagged as terminated, so we know those are the calls that went to the off-hours message."

There are ways around this... I noted it in this thread:

http://www.tek-tips.com/viewthread.cfm?qid=919012

 

[ahartoch]

Hi,

There is a succesion patch to fix this issue. You should speak with Nortel's Tech support to provide you with the patch.

Cheers

 

[brewerdude]

Please note my post on 9/1 when I indicated that we downloaded and installed the patach.

thanks.