pvm - pc card vm

[wp7705]

I have a client that has 5 lines, 4 of which are in a rotary hunt, the 5th being a fax line which is also tied to a 'fax extension.'

on inbound calls, the main menu vm announcement is intermittently interrupted, and the call is then transferred to the fax machine extension.

when the extension is busy, the annoucement plays completely.

another tech thought that the attendant should re-record the announcemnt, because he thought that the attendant's voice was simulating a 'fax handshake tone,' thus triggering the call to be transferred.

I asked the client to re-record the announcemnt in a male voice.

if that doesn't work what should I do?

I have tried removing the 'fax extension,(601)' but the problem still occurs.

thx
wayne

 

[itpphoneguy]

Hi wp7705,
Have you tried to replicate the problem by calling in until the fault occurs? That way, you can see exactly what is happening. If you remove the fax ext, the system will not transfer the call (it has no destination!). I doubt a female voice would trigger CNG detection unless she whistles just right.
Could you have crosstalk from the fax line? Fax something in to the fax number and call in just before the handshake.
-Chris

 

[jeepguy267]

I have never been satisfied with the partners fax detection. Is this a Partner ACS? If so you will also need to take the extension out of calling group 8.

My sugestion on these scenarios is to have the fax line on all phones with no ring, on the fax machine extension as immed. ring, and leave the vmail CNG out of the picture. Since it is not in the inbound hunt you shouldn't receive voice calls on the fax line anyway. But by puting the line on all phones (no ring) you still have it as an available resource for outbaound calling.

 

[itpphoneguy]

Hi All,
I have used the Fax CNG detect on Partner ACS units many times and have never had any problems. This works well both for home installations with a single line (like mine) and commercial applications to eliminate problem fax calls. You can take the fax out of hunt group eight for diagnostics, but you may as well use the feature once your problem is solved.
Jeepguy267, if you are having problems with CNG detection , check that your line level is not too low or noisy. The ACS needs an autoattendant or voicemail to answer the call so it can monitor for the CNG tone.
-Chris

 

[telprog]

I agree, I have set up many a fax with the Partner systems and they have had no problems, and itpphoneguy makes a very good point about having it covered with an auto attn. or voice mail for cng detection.

 

[wp7705]

thx.

I temporarily took the fax ext out of grp 8, the problem went away. when the fax line/ext is busy, the vm announcement is not truncated or cut short...but, when fax is available, the call is transferred to the extension (if fax ext left in grp 8).

I left it out until I could get a solid resolution on problem. so far, the fax ext/line has been 'removed' from system, so vm seems to be operational.

 

[itpphoneguy]

Hi wp7705,
Did you have the fax identified on the the vm and the ACS? I only identify the fax on the phone system side and let the proc. do the work. Try and remove the fax extension from the voicemail if it is programmed and reinstate the ACS fax programming. If the fax was not programmed on the voice mail, then you have a weird situation.
-Chris