Octel 250 Very Specific Integration Problem 1

[charlottemccloud]

Does anyone have integral knowledge of the 0250? I have a very specific, 100% duplicated integration issue on a 250 and Avaya TSO is getting expensive. Here's the scenario:

Someone calls the main listed number. The auto attendant answers. The caller presses 0 to get out. The operator transfers the call to a station that is in send-calls. The caller hears the main company greeting instead of the personal greeting. This only happens under this specific condition. If a caller dials a user's DID and the phone is in send-calls, no problem. If a caller dials the auto attendant and inputs the extension number of a phone that is in send-calls, no problem. If a caller dials the auto attendant, dials someone extension, talks to them, and asks them to transfer them to someone else, if the target phone is in send-calls, no problem. IF a caller dials the auto attendant, presses 0, and has the operator transfer them to a station that is busy or no-answer, no problem.

Thoughts? Thanks, in advance, to all. Regards.

 

[KenMeans]

What type of PBX and what software rel in the Octel. Also post a screen print of menu 4 1 1

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[KenMeans]

It would also help if you did a capture in CDR of a call that fails so we can look at it.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[kxboy]

my guess is that the attendant # is being passed as the called number, and not the extension number. I would look at the PBX programing to see if there are any options to send the dialed number when a attendant is transfering a call to a send all calls condition.

I've had this problem in the past. The only work around was to have the attendant hold on the line, and enter the extension again at the open trees prompt. Not a clean option, but I did not determine a technical solution to solve this issue.

 

[charlottemccloud]

Please scroll down for screen prints. As far as a print capture of the CDR of a failed call, I tried getting that done with Avaya - (I would place a test call and the tech was looking at the CDR) - and they couldn't see the call. I have not been to school on this product, but it seems he could only watch one port at a time and I never landed on the port he was watching. So after about 20 calls, I gave up on that, as a) the console operator was getting tired of me, and b) at $600 an hour, Avaya was getting expensive.

In any event, the PBX is a Definity. I've tried manipulating the name of the attendant, but nothing has worked.

Thoughts?

17 MAR 08 04:24:55PM PEPSI-COLA INDIANAPOLIS 14877
VPMOD Serial # ........ 14877 Software Rel. .... Aria 02.01.05-1
Network Serial # ...... 3292 System Type ........... 250
Card 1 F Prom: 96.11 Disk: GD.03 Card 2 L FLT: NA. T1/E1: NA.
Card 3 L FLT: NA. T1/E1: NA.
Line Card Digitization Rate: B Telephone System Type: 1 - North American
Boot Prom ........ 96.11 IPL Extension .... 20.28 FLT/DLC .......... A2.38
Menus ............ 20.33 Termcap .......... 20.12 FLT/DSP .......... 00.13
CVT_ROM .......... NA. CVT .............. 97.18
VTIC_ROM ......... 02.06 VTIC ............. A01.03
LAN Card/OS ...... NA. LAN Card/APP ..... NA.
Operating System .......... 96.20.39 System Services ........... 96.20.43
Trees ..................... 96.20.34 System Manager ............ 96.20.39
Purge Task ................ 96.20.31 Line Tasks ................ 96.20.40
Integration Tasks ......... 96.20.31 X25 Operation ............. 96.20.27
ACL Task .................. 96.20.32 ASA Task .................. 96.20.38
IMSO Task ................. 96.20.30 OET Task .................. 96.20.30
Background Task ........... 96.20.31 System Bkup/Rstr .......... 96.20.32
LAN Card Router Task ...... 96.20.30 DN Mail Tasks ............. 96.20.33

4-1.1:

Pt Phone No. I O T M N P F Tp D Gp Pt Phone No. I O T M N P F Tp D Gp
-- ---------- - - - - - - - --- - -- -- ---------- - - - - - - - --- - --
1A 2030 Y Y Y N Y N Y 145 1 2E 2042 Y Y Y N N Y Y 145 1
1B 2031 Y Y Y N Y N Y 145 1 2F 2043 Y Y Y N N N Y 145 1
1C 2032 Y Y Y N Y N Y 145 1 2G 2044 Y Y Y N Y N Y 145 1
1D 2033 Y Y Y N Y N Y 145 1 2H 2045 N N N Y N N Y 145 2

1E 2034 Y Y Y N N N Y 145 1 3A
1F 2035 Y Y Y N N N Y 145 1 3B
1G 2036 Y Y Y N N N Y 145 1 3C
1H 2037 Y Y Y N N Y Y 145 1 3D

2A 2038 Y Y Y N Y N Y 145 1 3E
2B 2039 Y Y Y N Y N Y 145 1 3F
2C 2040 Y Y Y N Y N Y 145 1 3G
2D 2041 Y Y Y N N Y Y 145 1 3H

 

[KenMeans]

Wow that is some pretty old software on the Octel. Is this something that it has always done or someone just noticed it?

As far as the CDR capture goes you don't need to look just at one port in the beginning just the whole record to see what it is showing on the called and calling number. It may also have something to do with the trunk group but not sure with out looking at the CDR.

Also when the attn transfer the call how are they doing it and how fast are they releasing the call?

I will see if i can find any notes on this as it sounds like something i have seen before. But if you can just do a CDR on event 25 that would help.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[charlottemccloud]

Ken-

Here's the CDR of the failed call. Also, you asked how the attn is transferring the call and how fast? She has a DSS so it's pretty immediate. She does not stay on the line.

***** 19 MAR 08 10:34:51AM
TNETREES, NORMAL ENTRY)
Port: 2C CallType: 0 Caller: Callee:

Thanks!

 

[KenMeans]

What software is on the PBX side?

As I am sure you can tell by the CDR that the console is blocking the caller and called number. This is due to the speed that the call is sent to the Octel.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[charlottemccloud]

Ken-

It's a G3v8i.02 Definity. What I'm wondering is why the caller ID is blocked when the operator transfers the call to the station in SAC but if a caller dials the DID directly, a valid call record is sent. Thoughts on that? Thanks!

 

[KenMeans]

When the caller dials it direct the port that is used on the Octel will display the called and calling number but when the console transfers it the caller is on soft hold for a second or 2 and that blocks the calling info. just like if you transfer a call to a display set the user will see you info until you rel the call.

The call is sent to the Octel immediately and it can only read what is on the first screen. That is why it works if the phone is not i sac. By the time the call gets to the Octel the Att is out of the loop. If there was a way to delay the call going to the hunt group by a second or 2 this would not happen.



Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[charlottemccloud]

Thanks for all your help, Ken, I'll see what I can come up with. Have a great day.

 

[KenMeans]

You may be able to setup a station that has a cover path set to one or 2 rings and set that path for VM coverage. This would need to be a real station that would not be touched. Then when the call covers it will delay the call being presented to the Octel for at least one ring and it might work.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[charlottemccloud]

Next question for all of you 250 Experts - Is there a way to do a "Quick Message" on a 250/350 as you can on a 200/300. This means that when a caller hears the main menu, they can press * and they are prompted to "enter the address for your message" - caller then speaks after the tone and hangs up.

Thanks!

 

[KenMeans]

Not sure how that works on the 200 but in the Aria you can setup a dial mailbox mailbox and they would just have to enter the number. You can make the * key go to that mailbox from a menu.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)