Scotiabank IVR issue

[brotech]

Client has a MICS, they are unable to use the IVR at Scotiabank (tones not recognized). They are able to use the IVR at Royal Bank and the TD Bank. I am heading to site to check the Trunk Cards...my suspicion is they are not the "Global" type....but unsure whether they need to be. Any comments on this?

Does anyone have any other suggestions that I should check while onsite??

FYI: I was told that Scotiabank uses an IVR application that's on the "Cloud" (not sure what that means), whereas the Royal and TD use an older Application. No idea how accurate this is information is, or whether it relevant to the issue.

Thanks

 

[curlycord]

I would bring a spare voice mail to test but in the end the IVR is the one waiting for tones.

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http://www.telcopc.ca

 

[kyle555]

I've seen situations where certain providers with certain analog lines on SIP ATAs that only do in-band DTMF have it where my folks on SIP trunks can never DTMF through their menus.
Are you calling a branch or their main office for something?

Who/where are your trunks from?

 

[brotech]

Thanks for the input Curly and Kyle
I was onsite today and did a few test calls....so the plot thickens. They have 3 trunk CI trunk cards and for some reason when I use the lines on the 1st Trunk card (slot 3 in MICS) the IVR responds to the touchtone choices. On the CI Cards on Slot 4 (MICs) and Slot 1 of the 0x12 Expansion...there is no response from the IVR when I press any keys.

Here are the product # of the different cards:
Slot 3 (MICs) NNTM60GJCBK7 NT7B75AAAC (the lines on this card work properly)
Slot 4 (MICs) NNTMENCB5EA9 NT7B75AAAE
Slot 1 (0X12 Exp) NNTM60GJBCJM NT7B75AAAC

So, it appears the cards in Slot 3 and Slot 1 are identical cards, one works and one does not....maybe the problem is not with the Cards???
Can anyone tell me if these are "Global" cards? I did not see GBL on the labels, and was not able to power down the system to pull the cards for closer examination. I understand the Global cards have dipswitches on them.

Any suggestions??
Thanks

 

[phoneguy427]

Have you tried moving one of the lines that work with touchtone to the other line card, this will tell you if it is a line problem or a card problem.

 

[MooreTel]

Those are all global cards with dip switches on them...

 

[curlycord]

And make sure those switches are set correctly to where you are, in your case Canada means all switches OFF.

Note that you should not only try moving a working line from port to port but also switching cards i.e. swap cards on 3 and 4.
Maybe swap 3 with 1(12X0) since identical cards
This way it checks both the ports on the KSU or 12X0 and the cards it self.

Check that programming matches slot 3 in both:
-Lines
-Hardware/Mod/Cards

Are these straight C.O. 1FL lines from Bell or Telus?




________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

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Toronto Canada

http://www.telcopc.ca

 

[brotech]

Just returned from site, I powered down the MICS to check the Trunk Cards. All Cards had Dipswitch settings/that are set to 'OFF'. So I swapped out the Cards in Slot 3 (trunks 1-4) and slot 1 in the Expansion(12x0).
Doing so made no difference... I was still able to manipulate the IVR with trunks 1-4 (slot 3) but not on trunks on Slot 1 on the expansion 0x12. So nothing changed.

While testing a trunk on the 0x12, I monitored the line with my butt set...I could hear the tones being sent, for some odd reason the IVR just ignores them.

As far as I can tell all the programming in the LINES and in HARDWARE/MODULES/CARDS looks to be identical.

PS..I still have my hair....but where I am scratching is getting thin!!!!

 

[ucxguy]

I'd enable long DTMF tones (F808) during the call to Scotiabank. If the IVR system does not recognize DTMF from the trunks in question because the tones aren't long enough, using this feature might help. Please note that F808 applies only to the current call...

 

[phoneguy427]

Did you swap a known working line from slot 3 to a trunk port on slot 4 or on the 12x0 that doesn't work to see if the problem moves?
Lines 1-4 are slot 4 (001-004)
Lines 5-8 are slot 3 (025-028 or 031-034) depending on mics software version.

If the working line that you moved now doesn't work it's a system problem. If the working line you moved still works in the previously non working port you have a telco problem.

 

[brotech]

Thanks for the input...tried the Feature 808, Long Tones had no impact.

Cant quite remember if I actually moved the non-working line to the working card or not...I believe I did. I will try that again on my next visit. I do know that a non-working line on the PBX will work fine with my Butt set....so I cant see how its a Telco issue.
I am trying to find out more about the IVR that Scotiabank is using....I think its a Bell hosted solution, so possibly there are other users experiencing issues.

I will update you all accordingly. If anyone has any other suggestions...I am all ears!!!

 

[curlycord]

I just called 2 Branches in Toronto and seems like an offsite IVR answering right away.
If the IVR is not on site then the issue must be with the offsite IVR.

In fact even if its on site I might say the same since it is the one that is answering calls.

Like Norstar Flash/NAM/Mini/CP etc answering calls.....it would be them and not the KSU.

Finding our the call flow would help troubleshoot as well.
i.e. if I press Option X then what sets are to ring or is it a DID?
is their a Norstar Mail on the system as well like some drug store would have both....AA answers then callers goes off to the IVR on some choices.







________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[kyle555]

Let me do some digging

I'd really like you to confirm that:
-It's only Scotia
-Where your customer is
-Who their analog provider is

 

[brotech]

Curly, the IVR in question is the one for the "Scotia Dealer Advantage" (877-298-3113).I can't tell by calling it what platform it is running on. Perhaps you can?

I spoke to guy at Scotiabank who is trying to connect me to someone in their Telecom group...hopefully within the next day or so!!!

Kyle, as far as I know the only calls that seem to fail are the calls to this TF #...come to think of it...I never tried any of the other Scotia TF #'s.....might be a good idea to see what happens. I may get my contact onsite to try that tomorrow.
The client is located in Summerside, Prince Edward Island, Canada. The Analog provider is Eastlink, they provide DialTone (High Speed internet and Television as well) via Fibre/Coax from a DMS500 located in Halifax, Nova Scotia, Canada. I did speak to their DMS, they are as miffed as anyone about this issue.

Thanks

 

[kyle555]

Something tells me however your local provider hooks into wherever Scotia Bank is getting their trunks from isn't passing DTMF right.

Maybe the migrated to new SIP stuff lately...

 

[kyle555]

if you can isolate it to certain lines on certain cards on the norstar but always only to scotia, maybe bug Eastlink to see if they detect the DTMF when it isn't being recognized.

 

[brotech]

For those of you that were scratching their head along with me, it seems the issue has been resolved. Apparently they decided to terminate the Toll-Free #'s on SIP trunks. Their Vendor/Carrier undid the changes and the problem went away.
For those that responded, thanks for all your help

 

[kyle555]

You're welcome. I had a wonderful time bugging my buddy at Scotia about it