LEGEND 6.0 W/VM MODE CODE PROBLEMS

[SYQUEST]

My customer has a Legend 6.0 w/ Octel100(M2K) which had problems earlier last week, corrupted .CFG files and a bad Dialogic card. Those have been repaired/replaced.

But now since some of the dust has cleared there is still a problem with some calls via AutoAttendant. What happens is: calls via the AAT to some stations after RNA when they cover to the VM are suppose to go to the Mailbox, but instead go to the AAT greeting. It only happens on some stations not all. I put a DigitGrabber to trap the DTMF digit streams and it appears the wrong Mode Codes are being sent for some call types not all. Avaya suspected the 016TRR modules. So they sent some 617F34s w/ clamshells to put in place of the 517 versions. I did that today, but the problem persists. I haven't contacted Avaya again yet. Will do that in the morning.

Any ideas what might be the cause?? We have checked the programming in Grp 770 and looks OK. I even tried changing from Integrated VMI to one of the others then back to the original but no change. I have looked at one or two stations and did not see anything obvious, but I will check some more of them.

One other odd thing is it only happens when the call is tranfered from the AAT, on DID calls or Remote Access calls they all cover properly for RNA to VMB.

Does anybody have a list of the Mode Codes for the Legend/Magix and their definitions? I could not find anything in my manuals.

Thanks in advance for any help!

....JIM....

 

[jgideon]

Take a look a couple of page-downs in

http://www.tek-tips.com/viewthread.cfm?qid=778373

this is what I used to configure my Stragagy with my Legend r7v9

 

[SYQUEST]

Thanks Jgideon, these will be helpful when troubleshooting. I'm suppose to meet w/ Avaya in 1.5 hours and we'll see what happens next!

....JIM....

 

[SYQUEST]

Well we found the problem. It was a conflict of counters between the Group Cover Delay ring counter and the VMS/AA Transfer Return ring counter. If the later is shorter than the former the call would just be transfered back to the AAT, hence the caller would get the AAT greeting instead of the mailbox. And the item in common with all the stations that did not work was, they all have long ring times for the Group Cover Delay to VMS. So we changed the ring count to 9. Now they work!

So now that that is fixed, we noticed another switch problem. Two phantom stations have a Coverage VMS Off button under control of the Nite key. But for some reason it is not working even though the system is in day mode. When the station is printed it shows status OFF during the day mode. I just checked it now in the Nite mode and it appears that the system is not toggling the feature! It still shows OFF.

So we'll see what Avaya finds as the cause tomorrow.

....JIM....

 

[tdaugirdas]

Is cover control enabled or disabled in "night service" programming?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

The Nite Cover Control has been set to YES (enabled) for the last 2 years when this feature was put to use. When I checked it the other nite it was still set to YES.

Avaya tech support still has no explanation as to why the two phantoms would not change to active when the system is in Day mode. When we print the stations with the Coverage VMS Off it showed status OFF instead of ON for the Day mode.

When we printed the stations the other day it showed the status OFF inactive for both 541 and 556. Yesterday one showed ON and one showed OFF. But they seemed to function as active?? No explanation from Avaya tech support. Infact the Avaya person in Denver was saying the button status for Coverage VMS Off made no difference. This remark makes no sense, especially when you read the feature description in the manual. So now they want the switch tech to do tests from the Console going from Day to Nite, but the customer wants to wait to 5:30 so as not to disrupt traffic. But Avaya wants to charge OT to wait, go figure! So we will wait to next week and I will do some tests during the day with an Avaya tech again.

Now this morning, I just printed the stations and the Coverage VMS Off in showing active ON for both 541 and 556 and the Console in now in Day mode.

So we'll see what happens next!

....JIM....