Legend 6.0 and Merlin Mail 3.0 - AA transfers to the wrong extension

[Gerbers404]

Hi there,

Pretty strange intermittent problem happening here...

For the last month or so, people dialing into our organization to our Automated Attendant, will occasionally be transferred to the wrong extension when the in fact punch in the correct extension. At first, I thought all the errors transferred to the same extension (115), but today have learned that they also try to transfer to extensions that perhaps don't even have mailboxes. I have yet to figure out why this is occurring, and also why it is so intermittent. The only thing I can really think of that I changed was that I added another DLC operator position a few months ago (bringing our total to 2), but I don't really think that could have caused this problem. Any ideas would be greatly appreciated.

Thank you.

Gerbers404

 

[GoKings]

Take a close look at your single digit menu in the auto attendant. Odds are that people are dialing too fast and the vm is not recognizing the 1st digit the caller is dialing and they are ending up in a different single digit menu xfer option instead.

 

[ken07734]

Couple of things to check here:

TTR: using a single line port, plug in a single line phone or butt set. dial *04, then dial the TTR 01-XX, then dial 123456789*0#, if you get a studder dialtone that TTR is ok, move on to the next. When you get a wave off tone after dialing the TTR number you have reached the last TTR.
If any of them do not give back a studder you have a bad TTR and that could be causing the trouble. if the merlin maill does not get digits from the PBX it will send the call someplace else.

Renumber: have you or anyone renumbered any exentions in the switch?, this could be an issue if you have renumbered a vm port.

 

[Gerbers404]

GoKings,

Your diagnosis was correct! The number 2 in the sigle-digit menu of the AA transferrs directly to ext. 115. Most of the problems occur when people are trying to dial ext. 122, and occasionally ext. 120. So it seems like the system occasionally misses the first digit (1) and instead takes the second digit (2).

I have not been able to consistently reproduce the problem. I have tried to to enter the 122 extension with varying speeds and at various times while within the AA menu, and can only re-create the error maybe 5% of the time. Interestingly, the majority of the errors happen when one specific person (the employee's wife) tries to dial ext. 122. Is it possible that their home phone genrates bad or weakend tones when they press 1?

Thanks for your help!

Gerbers404

 

[GoKings]

That's possible to generate weak tones, but it's is usually more likely that people BEGIN dialing too quickly when the auto attendant answers calls. When the aa answers there is usually about 1/2 to full second pause before the greeting starts. Sometimes if you dial during that period, the 1st digit gets missed. This is usually a problem with accounting personnel or secretary-type personnel as they are used to keying things in very quickly. If that doesn't fit the bill with the employee's wife, buy them an $8 s/l set to bring home and try for a couple weeks to see if the problem persists.