Modular Messaging zero out to VDN

[p08757]

All -- I'm having intermittent problems with a zero out of voicemail option set in Modular Messaging. Every now and then when a caller hits zero from a subscribers mailbox they get a message from modular messaging that states "Press 1 to enter another extension or press 3 for further assistance". When the caller hits 3 they are disconnected.

I've checked the Operational History Logs on the Modular Messaging server and I receive the following entry:

Transfer to extension XXXXX failed due to a ring no answer condition.

Extension XXXXX is a VDN for some logic that queues callers to a group of people.

What could cause this?

 

[lopes1211]

Sounds like the agents are not answering. Maybe you want to have an forced announcement for the vector/VDN to give the MM answer supervision on every call. "your call will be connected to the next available operator".

-CL

 

[avayastrongman79]

We have MM 3.1 and I experienced this exact same problem early on last year. In the vectoring I added a wait-time step, where the vector will play music for 1 second. I added that as line 1 in the vector where we had the problem.

I think what happened on our side, was that the MM port was still holding onto the call. The wait-time step allowed the MM port to disconnect, and thus improved the situation.

 

[p08757]

I went through numerous traces, and I finally figured out what was really happening.

When someone zeros out of a VM box, the system always wanted to use port 29 on MAS2 to transfer their call out. When port 29 on MAS2 was in use or busy we had our problems. When port 29 was available things worked.

Avaya dialed in and has made a fix today. I need to stop and start my messaging services tonight to see if their fix worked.

Keeping my fingers crossed!