Outcalling on Avaya Partner Messaging R 6.0 Not Working Properly 2

[JayRoma]

Hello,

I need help with Outcalling on Avaya Partner Messaging R 6.0. I have read thread# thread688-590251 and the post by TouchToneTommy, which gave some help but did not resolve my problem.

The outcalling was working before moving from one location to another. I just put back the system as it was. Everything else worked as it was before except for the outcalling. ONE Exeption: I added a fax extension to be on extention 13, that is it.

The outcalling has no restrictions. It is always active for all messages. I've tried programming the number in several different ways including putting a 9* before the actual phone number (ex. 9*xxxyyyy or 9*1zzzxxxyyyy). I tried using additional pauses (9****) (from 1 up to 20 *) just to see if it would make a difference but it still didn't work.

The system has 2 Ports with 4 Automated Attendants.

I made sure that there are no restrictions via #302, #401, or #405. (it was not there before anyways)

For testing, I tried putting in an EXTENSION number as the outcalling number, "10", and left a message. It worked that way and did notify extention 10 after leaving a message on extention 11.

When I have it set to dial using an outside line (using 9*) before the number, I do see one of the lines light up, which means it does attempt to dial out, but it fails for some reason to complete the call and deliver the notification.

I don't have a butt-set to monitor the line, but I did connect a plane old telephone to it (using a Y connector) and when I see one of the lines light up (usually the first line), I immediately pickup the phone. What I hear is one of the following:
1) no dial tone, but I hear it dialing (last couple of digits) then I hear a busy signal,
or
2) If I have a lot of pauses, I actually hear the VM notifying (you know the vm voice repeating the vm notification) then I hear either a busy signal or the very loud busy (as if the phone was off hook)

What seems to be happening to me is that the vm is dialing the number before it even picks up the line and detect a dial tone... just what I noticed... This is regardless of how many * (pauses) I put in the dialing string. I even tried no * to see if that would work with no luck.

One last thing: At the new location we are using 2 VOIP lines and 2 POTS lines. I thought that the VOIP lines were causing the problems since they are assigned to line 1 and 2 and the POTS to 3 and 4 respectively. Hence, I completely removed the VOIP lines and put the 2 POTS lines in 1 and 2 respectively. That did not make one bit of difference.

I have been working on this for 4 days. HELP PLEASE.

Thanks,
JJ

 

[TouchToneTommy]

Without a butt set, it's hard to tell what is being dialed and how the telco is responding. You're on the right track to try a S/L phone Y'ed at the CO port.

Sounds like the call is not completing through the phone company - thus the busy signals.

Make sure you can manually dial whatever you have in the outcalling string.

The 9* is to pickup an outside line (which it is doing) and pause for 1.5 seconds before dialing. Additional *'s between the 9 and the rest of the number will delay the dialing, perhaps too long, so that the telco is no longer able to accept digits.

The DTMF tones are pretty short coming from the Partner Messaging - for testing purposes, try changing the dial mode of line 1 to pulse instead of tone. The Partner Messaging will still dial DTMF to the ACS, but the ACS will pulse out the call - just a thought to test the tones out to the telco.

 

[JayRoma]

Ok, I used #201 to change the Dial Mode for line 1 from Touch-Tone to Rotary. The outcalling worked. It actually completed the call and notified me.

What does that mean?
How can put it back to Touch Tone and make it work?

Thanks a lot...

JJ

 

[TouchToneTommy]

It means that the telco doesn't like the DTMF digits that the Partner Messaging is putting out. The ACS hears the digits, and outpulses them, which is going through fine.

Try this: Put the line back to tone, then try your outcalling string like this: 9*5*5*5*1*2*1*2 (A pause between each digit - maybe they are coming too fast.

Other than that, it's a telco problem - and try to convince them of that!!

 

[JayRoma]

I tried 1 and 2 stars between each digit with no luck.

I guess my only solution is to mark line 1 as a rotary line and program one of the buttons to Touch Tone Enable so it can be pressed before dialing a number when using line 1. Also make the outcalling always use line 1 by using 801* instead of 9* as the prefix.

Any other suggestions?

Thanks,
JJ

 

[JayRoma]

One more thing to say: Before moving to the new location, the lines were with SBC (now ATT) and they worked fine (never even experienced this issue). The lines at the new location are with SBC as well but they don't work. Go figure...

I wonder what could be different...

Thanks for all your feed back you have been very helpfull.

JJ

 

[TouchToneTommy]

Well, it's a telco problem, but they will probably say that it's within spec.

I was thinking (dangerous, I know). If you loop a spare extension to a spare CO port, set that spare CO port to pulse dialing. Make the outcalling dial 8XX* for that particular port.

The outcalling will pick up the CO, which in turn will pick up the extension, which will pick one of the real dial tones.

The outcalling will tone out the call to the CO port, which will pulse it out to the station, which will tone it out to the telco. Now it's the ACS making the tones, not the Messaging.

That's a pretty weird workaround, but who knows....

 

[JayRoma]

Though I don't have spare extension, I will try this out tomorrow and post the result.

I have another idea, let me know if it would be viable to try out. How about if I connect one of the CO lines to 2 CO ports (1 we currently use - port 1 - and the other is a spare - port 5). Keep line 1 as Touch Tone but change line 5 to be rotary and then assign the outcalling to use 805*. This way the line we use on daily basis stays as touch tone and using the same line on a different port will be used for outcalling with rotary.

Thanks,
JJ

 

[aarenot]

Is the outcalling issue happening on either VM port, or just one?



You do not always get what you pay for, but you never get what you do not pay for.

 

[TouchToneTommy]

Jay, that would work, BUT, what if someone is already using the line when the outcalling occurs? It will try to dial out over you.

Do you have a seldom used line, like a FAX, or possibly the "return" side of an alarm line?

 

[JayRoma]

I don't know which VM port it is using? How can I tell? According to specs, when you have a 2 port card, port is used.

 

[JayRoma]

I guess that can happen, but if I use a fax line, it will have minimal effect. Tommy, do you think, if your earlier suggestion works, it would be a better option because it would only dial if a line is available on the spare extension?

Thanks,
JJ

 

[TouchToneTommy]

It's the last port on a 2 or 4 port card, the last 2 ports on a 6 port card.

 

[JayRoma]

Oops, I meant to say the last port is used when you have a 2 port card...

 

[TouchToneTommy]

If the loop around works, it will be selecting from any one of your available lines, and giving off hook status to all the other extensions on the system, so no interuptions.

 

[aarenot]

Can an MB outcalling number engage a system speed dial? Or call an ext with RCF engaged?

You do not always get what you pay for, but you never get what you do not pay for.

 

[JayRoma]

I will try the loop tomorrow and post results.

What is MB and RCF?

Thanks,
JJ

 

[aarenot]

mailbox, and remote call forwarding.

You do not always get what you pay for, but you never get what you do not pay for.

 

[TouchToneTommy]

aarenot, that's a great idea! Put the outcalling number in a system speed-dial location, have the outcalling number be #6XX (without the 9*). The Messaging will dial into the Partner's intercom dial tone, and the ACS will dial out the number from speed dial memory.

 

[aarenot]

Thanks TTT,
Coming from you, I consider that comment a milestone for me. I have only been doing Avaya equipment full time for about a year, and part time about a year before that. I an kind of new to Avaya equipment, and this forum has been very helpful, your posts especially. Thanks for sharing your knowledge.

You do not always get what you pay for, but you never get what you do not pay for.