one-X Call Assistant record button is disabled (greyed out) for external calls 2

[KaLLiSToi]

Hi,

IPO 500 v2 9.1.12 + VoiceMail Pro 9.1.12 + one-X Portal 9.1.12

one-X Call Assistant record button is disabled (greyed out) for external calls. It's enabled for internals call, and voice recording works fine (WAV file is sent to user email address). I'm pretty sure I'm missing something, but where?.


Thank you for your help.

Best regards.

 

[holdmusic34]

Not sure on this one. Can't find any info. The only thing i can think of is that against the user in Manager, set the recording to be ON. he use the innternal/ external tab to set it to be internal/external.
Then go back and set recording 'None'.

Also check your incoming call route and hunt group settings.
You might not be able to record the call because it is a hunt group call, maybe? Never heard of it, but there could be some conflict.

Also make sure your configuration has not errors.



Depending on the URI configuration the ICR can be completely ignored.

If your URI is configured to use internal data then the IP Office will look into the user's SIP tab and if you have *'s it will look into ICR.

A madman with a taste for speed.

 

[sizbut]

Try setting a call record button on a phone and see if it works on external calls - at least separate whether its a portal issue or an IP Office switch one. I can't think of any setting that explicitly blocks manual recording of external calls.

At a push it might be the system channels available, look at the voicemail channel reservation settings, look at any automatic recording settings that may be against the ICR, account code, etc. Maybe it hits its limit automatically. Check in SSA to see if the voicemail port resources keep being maxed out. - But I think thats all a bit of a reach.

Stuck in a never ending cycle of file copying.

 

[KaLLiSToi]

Hi,

Thanks for your responses, holdmusic34 and sizbut.

I have tried set the recording to ON, then save, then change to None, then save: does not work.
holdmusic34: ICR stands for Incoming Call Routing (in the IPO)?
Also, there is not SIP Line, our external line is a PRI 30 ETSI.
There is also a IP DECT line, we have several IPBS and 3725/3730 handsets.

sizbut: your idea was good, external calls are recorded using a call record button in desktop
phones, even if the one-X call record button is greyed out (the button does not change when
the recording starts).

New data: if the external call is not routed thru a VoiceMail module the one-X call record
button does work!

So the problem is in the VM? What do you think?
Any ideas about what can be wrong in VM?

Thank you again for your help.

Best regards.

 

[sizbut]

Well found. Sadly that sounds like design error to me. Some coder has assumed that since the voicemail server is already involved, the call shouldn't be recorded. Your only hope may be in reporting it to Avaya.

Meanwhile... What sort of actions are in the module? or is it any module regardless of what's in it?

Stuck in a never ending cycle of file copying.

 

[KaLLiSToi]

There are 3 VM modules. Module's actions are mostly menus and assisted tranfers.
I tested a new basic module with only a menu + an assisted transfer: one-X call record button remains disabled. So I think the problem is any module regardless of what's in it.
Call recording works using phone's programmable button, no matter which VM module the call comes from.
I miss too much the good old Phone Manager. This one-X thing is a crap.

Thank you for your help.

Regards.

 

[IPGuru]

Q. is the VM performing an asisted transfer or a blind trnsfer - if asisted it may be seeing that all the VM ports in use & therefor recording is possible.



Do things on the cheap & it will cost you dear

 

[sizbut]

Agree with the Guru, do a quick test with the Assisted Transfer changed to a Transfer to see if it makes a difference. Yes, if it does you're stuck with a hard choice but better than waiting for an Avaya response.

Stuck in a never ending cycle of file copying.

 

[KaLLiSToi]

Hi,

Tested with (not assisted) transfer: it works.
So the problem are assisted tranfers. VM ports in use are not exceeding 4. In fact, in my tests only 1 port was used.
We really need assisted transfers in the VM modules ... so the phone's call recording button is the only solution at the moment.

Thank you all for your help.

Kind regards.

 

[Pepp77]

Have to ask why you need Assisted transfer - I have been working on the IPO for 12 years and have setup a grand total of zero systems with assisted transfers.

| ACSS SME |

 

[derfloh]

Same for me. But I always thought it could be an option if you transfer to a busy user.

Better is with VMPro to transfer to groups.

Need some help with IP Office?

https://www.fwilke.com/home

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[IPGuru]

Personal recomendations in revers order

3) Avoid assisted transfer unless absolutly necessary (as per Pepp77 I do not think I have ever used on in 20 Years going back to network alchemy V2.2)
2) NEVER transfer to a destination that can be Busy always transfer to a group with queuing enabled or if you absolutly must transfer to a user then ensure they have a forward on busy set or VM enabled so that the call will go somewhere.
1) ALWAYS, ALWAYS ensure that an AA will time out to a HUMAN if the caller does not press any digits - 80 year old aunity dorris does not understand these newfangled machines & "Just wants to talk to someone!"

If a customer insists they want to break one of these rules then explain to them in wokd of 1 sylable or less why they are being an idiot untill they finaly understand (can be a looong time ;-) )




Do things on the cheap & it will cost you dear

 

[KaLLiSToi]

Hi,

We used assisted transfers because differents actions must be taken when an user (extension) does not answer or is busy. Plus, voice mail is forbidden. Management says that nobody likes voice messages: customers don't like them, users don't give a shit about voice messages in their VMPro mailbox or those forwarded to their Exchange mailbox.

Yes, it sounds weird. Perhaps is a cultural behaviour in this country. We are an small IT bussines, mostly software development, about 60 workers. Customers can dial directly any extension. Yes, a customer can bypass the technical support if he/she wants to speak to "their" favorite developer. If the developer is busy the call is diverted to the team's hunt group. If the developer does not answer the call is diverted to a recepcionist. The recepcionist answers the customer, writes down a note and sends it by email to the developer. The key point is: the customer must be answer by an human, not a machine (voice mail).

I hope you all can understand my poor english, it's not my native tongue. Also, I'm a sysadmin, my expertise field is about servers, RDBMs, routers, switches and firewalls. And users. I have not been trained in Avaya comunications, but, as the IPO "seems to be a networking server", per management's law I'm also the Avaya guy. Support from the vendor is near to inexistence, their technicians are good for nothing. So, here I'm.

Best regards.

 

[IPGuru]

Management says that nobody likes voice messages: customers don't like them, users don't give a shit about voice messages in their VMPro mailbox or those forwarded to their Exchange mailbox.

Dont like VM but want an AA ?

Assisted tfer still almost certainly unnecessary (& a bad Idea because they keep the M port active untill the call is ansewered reducing the nuber of additional imbound calls you can handle)
route to a group & use overflow where necessary to route to different destinations. if that is nt suficient consier usingt he queued/still queued start points to trigger the next layer of AA

if you MUST trasfer to an individual & they dont want a mailbo then the leave start point an also be used to provide aditional options.



Do things on the cheap & it will cost you dear