Nupoint v14, using Screened Transfer in Call Director, odd issues

[Elros]

I am attempting to resolve an odd issue with Nupoint (v14.1.1.4.01) and Screened Transfers through the Call Director.

We wanted to setup the Call Director for off hours emergency calls.

I setup the schedule, and that all works fine, however the screened transfers are acting a bit odd.

Basically we have a screened transfer that dials an extension, the extension is setup as a speed call to dial a cell phone (3300 v4.2 load 10.2.0.25_2).

This works for me. When a user gets to the screened transfer prompt and leaves their name, the system transfers to my cell phone, and when I pick up the call, I hear "You have a call from <name>, to accept this call press 1, to reject this call press 2". I have no problems getting the entire message on my cell phone.

The other users however do have a problem, for the most part it skips the first part of the message, and they may only hear "press 2", or even "please hang up now".

I have changed the no answer timeout in Nupoint to the max (60 seconds), and changed the COS on the 3300 for the Voicemail lines.

The other users are geographically separated from my location, so I am thinking it is the cell network where they are.

I do not believe the problem is with the 3300/Nupoint, however, if anyone has had experiences like this, and has any suggestions, that would be great.

 

[LoopyLou]

For one this is not really the definiation of a screened transfer. This is message delivery option in the Nupoint. What is happening is the Nupoint thinks the call is being answered and has begun playing the message so that by the time the caller has answered on the cell phone the Nupoint is well into the message. How is the Nupoint setup to detect answer and know it should start playing the message?

The single biggest problem with communications is the illusion that it has taken place.

 

[Elros]

Um, The actual option in the Call Flow (sorry, I always think of it as a Call Director) is Screened Transfer.

I do not see any options for detecting an answer in Call Flow options.

The only options for Screened Transfer are:

Name (just an alias for the item in question)
Transfer to (Specified Extension, or Gathered Digits)
Extension (the extension to transfer to, if using the Specified Extension option)
No Answer Timeout (max 60 seconds)
Suppress Prompt (a check box)
Try Call Flow First (a check box)

The Extension field is set to a speed call on the 3300. Example, in the System Speed Calls form, the Speed call is 1111, the actual number is 800-555-1212. The extension field would have 1111 on the Nupoint Call Flow.

We did some more testing, since it has always worked fine for me, some of the other people wanted to do some tests. We discovered that it works correctly with a Blackberry device, but not with an iPhone, or Android device (we swapped SIM cards between the phones to test).

 

[LoopyLou]

ok think I got it now, was thinking of something else. Yes a screened transfer waits for your interaction before cutting through the audio. I wonder if there is some difference with how a blackberry as opposed to the other phones produces DTMF tones from its keypad? Sounds like the Nupoint can't detect whatever the iphone or android phone produces when they hit "1" to accept.

The single biggest problem with communications is the illusion that it has taken place.

 

[Elros]

Actually, it can detect the key presses, it just seems to have trouble detecting the pick ups. It starts playing the message before you pick up the call from the other types of phones.

It is a strange issue to be sure.

 

[LoopyLou]

Right so something is happening that the Nupoint has determined is answer and therefore it starts playing the message. You mentioned the phones were geographically seperate. Did you say that a blackberry worked at those remote locations or just locally at yours?

The single biggest problem with communications is the illusion that it has taken place.

 

[Elros]

The geographic separation is is really just two cities that are close to each other (across the state border of WA and ID).

When I am on call, I am in WA, and my Blackberry works fine.

The other three people are in ID, which use Androids and iPhones (Two Samsung captivates, and one iPhone 3).

However, two of the users switched to Blackberries, and they now work fine in ID.

At first I suspected the Cell network in ID, and not really the handsets them selves, however, it appears to be the handsets, and not the Cell networks.

 

[LoopyLou]

interesting issue.

The single biggest problem with communications is the illusion that it has taken place.