Remote access to voicemail issue

[namesrhard2pick]

I have a unique situation. We installed two new T1s from Paetec in the 805 area code. Since the install, some remote workers who are in the 818 area code and are unable to access their voicemail from their lan lines on a intermittent basis. They report that they can only enter 10 digits when the issue is experienced. Entering an 11th digit is not allowed.

Anyone else hear of this and what could be the cause?

 

[Dexman]

Some questions to help get the ball rolling:

What is the make & model of the telephone system?

Can the workers call into the system and reach the auto attendant without any problems?

Are the T1s delivering traditional TDM service or VoIP?

If it is traditional, is it ISDN or regular inband signaling?

If it ain't broke, I haven't fixed it yet.

 

[namesrhard2pick]

Thanks Dexman. Here is what I can tell you.

1) System is a Panasonic DBS system with voicemail.
2) Callers do reach the auto attendant but when they enter their extension password which results in 10 digits, the system loops. Example: They enter *123#1234# (extension is 3 digit and password is 4 digit). Sytem them prompts to enter 1 if there are new messages. The 1 being the 11th digit is not accepted.
3) T1s are traditional TDM PRI circuits.

Could be a faulty circuit on the tone board?

 

[Dexman]

I'm not familiar with Panasonic systems. There is a Panasonic forum here on Tek-Tips. You might get a faster response over there. If you haven't posted there already, make sure you include the information you revealed above.

General thoughts about the situation (remember I'm not a Panasonic technician)...Does the problem affect all remote users or just a few? If it is only a few, is there a difference in how their voicemails are set up in the system?

If it ain't broke, I haven't fixed it yet.

 

[PERRYPJ]

I would turn that over to Paetec since this worked before, make them come out with a TBERT that can drop and insert on an PRI and prove that it works from there. If they don't want to do it tell them you are disconnecting there servcie and go back to the other vendor

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[Dexman]

That would be a "T-Berd".

If it ain't broke, I haven't fixed it yet.

 

[jerryreeve]

I'm just curious. How is the 11th digit dis-allowed? a recording, re-order tone etc.?

depending on what is showing as the limiter might show you what is actually causing the problem.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com

 

[namesrhard2pick]

The voice mail auto attendant loops when the 11 digit is attempted. Please expand on the "limiter" suggestion.

Thanks.

 

[JcBWF]

Are you sure it's the incoming voicemail issue? Sounds to me like the origniating pbx may not be sending the 11th digit across the new Ts


Perfection is expected, Excellence is Tolerated

 

[jerryreeve]

it does not sound like the T1 is the problem. I say this because the digits dialed are dialed after the telephone call is established and as such those Voicemail digits are from the DTMF generator on the dialing phone/system and passed as analog(audio) over the voicepath not the signaling path that the telco uses.

what is common to the users that are experiencing the problem? are they all working out of the same office? (athere are some old key systems that stop sending digits after a preset time or a pre-programmed number of digits are dialed)
Is there a common time or trunk used at the distant end?

What do you mean by "he AA loops"?
what happens after the attempt to logon is denied? can digits still be dialed?



----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Communication Systems Int'l
com-sys.com

 

[namesrhard2pick]

Jerry, your reponse makes sense. A little more information.

The pbx at the site is a panasonic 576. When the problem occurrs which is sporadic and usually in the morning and late to early evening. These are remote users who are usually calling in from their home LAN lines. Here is what they experience and what we've been able to duplicate.

Voice mail access number is called - 949-123-4567 - When system answers, user inputs *123# please enter password 1234#, you have 1 new message. to listen press 1. When 1 is pressed, system does not respond and in some cases message "you have 1 new message" is heard again.

When we duplicated numerous time we notices a specific channel on the the 1st T. We busied this T out but the problem was reported on the other T.

Could the switch type setting cause this. Example: Ts are NI-2 and the old T was custom or should I be looking at the ports that sit between my switch and vm or even the tone card???

The site pbx has 20 analog ports to the voice mail system.

Thanks.