Option 11 + Octel : CPND Blocking Transfer to Voicemail

[samharvey86]

Similar thread798-1597962 but not quite the same.

Hi,

Please note: I am not a PBX or Octel expert. Supporting these systems recently became my responsibilty and I am learning as I go. I did not even know what a PBX system was 5 months ago and have yet to receive training so please be gentle.

I recently turned on CPND on our PBX. Along with that, I added CPND's to most of our employee's DNs. For the TN types 2008 and 2616, I added CPNA and DNDA to the list of classes. Although our company has been using this PBX for many many many years, I "successfully" JUST turned on Call Party Name Display. The celebration didn't last long as I started to get complaints that "sometimes" when the receptionist transfers a call that doesn't get answered, instead of getting the destination voicemail, they get "Welcome to Octel Voice Messaging System..."

That's my problem...

After hours of troubleshooting with Bell and a few local professionals, I found no solution to the problem. Bell checked the settings on our Octel system and looked over the programming on the PBX. They suggested a soft reboot (with dumps) of the Octel system which, later, did not resolve the issue. Pat yourself on the back if you solve this one because Bell gave up at this point.

After testing, I could only recreate the error getting reception to transfer me to about 5-6 extensions. I triple-checked the programming of these 5-6 extensions comparing them to working extensions, finding no differences that popped-out except for the CPND's of each DN. I double-checked the Octel settings for those 5-6 mailboxes comparing them to working extensions: No differences besides the employees name. **By working extensions, I mean that when reception transfers a call to it, and no one answers, you are connected to that extension's mailbox and can leave a message.**

Example:

DN 316 : CPND JOHN,SMITH
DN 445 : CPND JANE,DOE
DN 382 : CPND STEPHANIE,JONES

Let's say that Stephanie is away on vacation.

Scenario 1: Jack calls from home, gets reception, and asks for Steph Jones' extension. Reception transfers the call, Steph doesn't answer and after a few rings, Jack hears "Welcome the Octel Voice Messaging System..." Jack cannot leave a message and hangs up. Fail

Scenario 2: Reception calls Steph directly. Steph doesn't answer and after a few rings, reception hears "Welcome the Octel Voice Messaging System..." Fail

Scenario 3: John Smith from ext 316 calls Steph directly. Steph doesn't answer and after a few rings, John hears "Hi, this is Stephanie Jones. Please leave me a message..." Success

"Direct internal" and "direct external" calls work every time except when the call comes from reception (extension 0).

Further testing: I had reception call ext 445 (Jane Doe) and told Jane not to answer. The call went to Jane's VM as normal. I deleted Jane's mailbox in the Octel system and told reception to try again. Reception then got the "Welcome to the Octel Voice..." message. This tells me that the Octel system cannot transfer reception to the destination voicemail because it can't find one for that extension; but only when reception calls.

So I tried to work out in my head using random online pdfs and forums exactly how the Octel system routes calls to the correct voicemail. This led me to a breakthough which eventually only became a work-around.

Scenario 1: I go into LD 95 and outted the name (CPND) from DN 382 (Stephanie Jones). I got reception to try again and this time she hears "Hi, this is Stephanie Jones. Please leave me a message..." Success

Scenario 2: I go into LD 95, out the name from DN 382. I then create a new name for DN 382 and this time enter CPND: STEPH,JONES (instead of Stephanie). I get reception to try again and this time she hears "Hi, this is Stephanie Jones. Please leave me a message..." Success

I thought I fixed it until I reception called and said that now John Smith at ext 316 is getting the same problem. I tried changing his CPND to J,SMITH and it still didn't work. I tried many variations as well as changing the format from last,first. The only fix was to remove his name completely.

That's my work-around...
This leads me to believe many things yet not fully understand it enough to solve this.

Why does Steph,Jones work but not Stephanie,Jones? I tested long names, short names and it didn't seem to matter. I compared the name entered in the Octel system to the CPND in the PBX and there was no indication that they needed to match, or be left blank, or be a certain length.

If the Octel system looks at the extension of the destined mailbox, perhaps some programming got changed that broke the integration and now makes the Octel box randomly look to resolve the CPND instead of the DN?

Whatever information you need from me to dig up that can help you figure this one out, please let me know.
Thanks for reading.
-Sam

 

[GHTROUT]

I think Octel looks at RESN Codes. If you go to LD 95...

REQ PRT
TYPE CPND

Then look to see if RESN is YES , try to set it to NO.

If it is NO, try to set it to YES.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[samharvey86]

Thanks GHTROUT for the quick response.
I made the change you suggested and now the error message occurs more frequently from any extension internally.

REQ prt
TYPE cpnd
CUST 0

TYPE CPND
CUST 0
CNFG ALON
MXLN 27
STAL YES
DFLN 13
DES NO
RESN YES
CFWD F
CFNA N
HUNT B
PKUP P
XFER T
AAA A

NITC NI

Here's what happening now:
When I go to check my messages from my phone, it will work intermittently. It fails if it hunts. Here's what my display looks like when it fails: 810 814 "B"
Not sure if 810 is a default number for Octel but that is what our "Message" button is set to on all phones. The hunt group goes from 810 to 820.

I set RESN back to NO so that people could check their voicemails.
Just curious as to what the "B" is for as that never appeared before when RESN was set to NO.

Any more suggestions?
Thanks,


Sam Harvey - IT Professional

 

[GHTROUT]

RESN Codes, when set to YES, display the "Reason" the call redirected. So, if you see a B, it was because the line was BUSY, etc. Some system uses that to pick the greeting that matches the condition, such as "Jane Smith is on the phone" or Jane smith does not answer"

But, the good news is you proved "It fails if it hunts" to the subsequent lines used for Octel. I am wondering if you have CLS DNDA or CNDA on the TNs going to Octel. I think you want CLS DNDD CNDD

DNDA and CNDA deliver the text of the name. Octel only knows numbers - it does not know the names in your PBX.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[KZ9Y]

Not sure if this info. applies to your situation but good info. anyway as you may eventually run into this situation.

The following is how we transfer calls to Octel vmail.

Press Transfer, dial 4499, pause to hear one ring, press **, listen to prompt for mailbox number, dial mailbox number, press transfer.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

However, if the person transfering the call doesn't have a vmail box, only one * is used in the transfer proceedure.

The * is the equivalent of a backspace key and puts one in to a different level in the Octel system.

>****

 

[jaxuser]

Post TNB of reception phone

 

[jaxuser]

What are you using for reception phone? M2250 console or M3904?

Had this same scenerio using M3904 as reception phone...cust. had blocked dn display in order to not confuse other users when reception called. Once we turned this back on, problem disappeared. Reception also has a mailbox.

 

[samharvey86]

I changed the cls to CNDD and DNDD on the first DN in the voicemail hunt group and it has correct the problem so far. Our reception uses an M2250 boxed set. I will have to wait and see if reception comes across the error agin.

I am a huge fan of this site and how the power of collected minds can solve problems with no-longer supported services. Thanks for everyone's help.

Sam Harvey - IT Professional

 

[samharvey86]

TNB of Reception Phone:
REQ: prt
TYPE: tnb
TN 4 0 0 10
DATE
PAGE
DES

TN 004 0 00 10
TYPE 2250
CDEN 8D
CUST 0
SETN 004 0 00 11
ANUM 01
IADN
ALPD NO
SSU 0000
CPND CNDD
DNDI DNDD
LANG 00
KEY 00 BVR
KEY 01 ADL 918004618558
KEY 02 MTM
KEY 03 MDT
KEY 04 ADL 810
KEY 05 ADL 918002652356
KEY 06 ADL 97054726201
KEY 07 ADL 918002689281
KEY 08 SSC 0000
KEY 09 EES
KEY 10 ADL 917052725388
KEY 11
KEY 12
KEY 13
KEY 14
KEY 15
KEY 16
KEY 17
KEY 18
KEY 19
DATE 30 MAY 2011


Sam Harvey - IT Professional

 

[GHTROUT]

You already confirmed the first TN always works - Remember, "it only fails if it hunts"

You will have to have CNDD and DNDD on all the voice mail TNs to prove that is the fix.

--
Nortel Resources at GHTROUT.com World Famous!
--