SV9100 remote access to group mailbox

[bigdave1980]

Hello,

I'm working on an SV9100 with SIP trunks. I'm trying to get it set up so people outside can call in on a particular DDI and hit the voicemail system (VM pilot is 5999), and get prompted to enter their mailbox number, then their passcode to listen to their voicemails.

I have a DDI pointed at 5999. When I call the DDI, I get the "Thankyou for calling. If you are calling from a touch tone phone..." message.

When I hear this message I press #, which is already set in the Dial Action Table as Logon, with N as the Destination.

It says "Please enter the mailbox number or to exit press the # key".

I enter the mailbox number (in this case it's 299, which is a group mailbox associated with a department group with pilot 299 containing no member extensions) and it immediately says "Please enter the mailbox number" again. If I enter mailbox number 299 again, it asks for the mailbox number yet again and so on.

I have encountered this problem somewhere in the past and I don't think there was ever any resolution to it. I have a feeling it's because the mailbox does not have a passcode set on it.

Can I remotely configure a passcode on a group mailbox? I can't find a way to do that.

Is there something that I've overlooked, or a way that I can get this working please?

Thanks!

 

[belevedere]

If there was no password it would say, That mailbox does not exist. Have you tried it with a land line? Or, a phone other than an iphone. iphones have DTMF issues.

 

[bigdave1980]

@belevedere Thanks for replying, I've been calling it from a Mitel phone system using SIP trunks. I will try it from my mobile (Samsung) and will update here as soon as I can. Technically I'm not working today (but here I am working as usual) so it might be tomorrow before I can test it and update.

Edit - I should add that the "Please enter the mailbox number" message repeats the instant I enter 299 as the mailbox number. It's not waiting for me to enter a mailbox number then repeating the prompt after X number of seconds because it hasn't heard the DTMF, if that's what you meant?

Many thanks

 

[CoralTech]

Does this work from every other phone? If not your out of band DTMF isn't set on your SIP trunks. RFC2833 or something and you have to have the right payload usually 101 or 110 but I have seen 96 before.

 

[bigdave1980]

@CoralTech @belevedere I've tried it from my mobile and I've tried it from my analogue landline at home, and I get exactly the same thing as when I try from my VOIP phone. They don't seem to have any issues with DTMF when calls come in via SIP DDI's their auto attendant. I've checked the DTMF payload settings etc and they are all as specified by the SIP provider.

I have made a short video of what's happening and I will try to share it here Link

I don't know if you'll be able to view it.

Thanks

 

[CoralTech]

Please show us your DAT table for that CRMB.

 

[bigdave1980]

@CoralTech

 

[CoralTech]

Change the # Logon to IXXX

 

[bigdave1980]

@CoralTech Thanks, I'll give that a try on Monday most likely and will come back with the results. I think I have tried that already and found that it no longer prompts for anything when I call in, I just got silence then the same old "Please enter the mailbox number" message after I tried entering 299. I'll try it again though and come back.

Thanks

 

[bigdave1980]

@CoralTech Ok I've just tried out what you suggested in the DAT. So now when I call the DDI, I get the generic "Thank you for calling, if you are calling from a touch tone phone please dial the extension number you wish to reach" message.

I dial # and get silence, then I dial 299 and it says "That mailbox does not exist".

I am assuming, based on what has been said here previously, that I'm hearing this message because the mailbox does not have a passcode set on it. I've never set one up on it so that seems to make sense. How can I go about remotely setting a passcode on the mailbox, or is that something the end users are going to have to do at their premises?

Thanks

 

[CoralTech]

Easiest just have a user set it.