Transfer to Voice Mail Problem 2

[oldestgeek]

I have a BCM450 R5 that I'm having a F986 problem on. This was working earlier but recently I've had had a couple of sets that when the user pressed F986, rather than prompting for the mailbox number, the call is placed on hold and the display reads "Ringing Call". I tested it on a M7324 with four Intercoms and no other calls on the set, so I know its not an intercom issue. When it started happening, it did it several days until I switched the set with a T7316E. From that set the F986 worked correctly. I changed it back to the M7324 and that one now worked correctly. It worked for two weeks and started again. Thinking it was a bad phone I removed the M7324 and re-installed the T7316E which now works correctly. Weird thing though, I found out later it always happens on a particular 1230 set that had an answer DN for the first set that was having the issue. I removed the answer DN and it still is happening. The system is fully patched to the latest.

 

[snowman50]

Look at the ports assigned to voicemail.
You have at least 40 application ports assigned on default.
If you have reduced this down to 6
Then maybe you don't have enough ports to handle the call.

You can check in bcm monitor under voicemail tab to see the actual ports assigned and also see which one is being used and playing messages.

If all else fails try a reboot.
The cure for most unexplained issues

 

[oldestgeek]

Thanks Snowman, There are still 40 ports assigned to voice mail. Also, this only has happened on two phones and we can recreate it as when it starts to occur, it does so ebery time on these two sets and never on any other sets. I had already rebooted and still had the issue but I did another reboot over the weekend. I'll have the receptionists try it later this morning.

 

[oldestgeek]

Reboot didn't fix the issue.I'm going to try deleting the set then re-creating it. Abyone else had this problem with the BCM?

 

[telcodog]

Sticky buttons on the sets? Or defective dial pads?

 

[oldestgeek]

Fixed for now. I de-registered the set, then registered my 2050 with that DN. Tested F986 and it worked. De-registered the 2050, then registered the 1230with it's own DN and F986 works on it for now. Interestingly, that's basically what I had to do to clear the issue when it happened on the M7324. I hope the gremlin didn't move somewhere else in the system.

 

[oldestgeek]

After a few days the same phone started having the problem again - Enter F986 and instead of being prompted for the mailbox, the phone just displays "ringing call". The call is placed on hold on the first intercom key but gives no visable indication. If I hit that intercom key I can retrieve the call. Anyone seen this "ringing call" issue before?

 

[cook1082]

I would put in the last patch.

 

[oldestgeek]

Cook, it was patched to the latest about two months ago and I think that is when the problem started. I will check to see if any have been released since then.

 

[telcodog]

The latest patch for R5 contains the fix for this very issue. Her is the info right from the readme file for SU012.

Software Update BCM450.R500.CTI-96 Description:
-----------------------------------------------
- RCC reports contained inaccurate data.
Due to Network callback feature, when the transferred callcenter call is
given back to agent, it is considered as a new call. But the original call
details where not cleared from agent leading to the discrepancy in the RCC
reports. This update corrects the issue by clearing the call details from
agent.
Wi00729124

- Transfer to voicemail stops working.
Transfer to voicemail (feature 986) stops working on some sets. When the
F986 is invoked and the mailbox number is entered, the call is not
transferred to voicemail and it stays on hold. This was happening due to a
mismatch in the set table of CTI. This update corrects the issue by fixing
the set table.
Wi00578136

 

[curlycord]

That patch patches the patch.

lol?

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

http://www.curlycord.com

 

[oldestgeek]

Telcodog, I believe it was the patch. The patch you mention had been released just after I installed the patch that seemed to cause the problem. After I installed the newest one they haven't had the transfer problem in two weeks. Thanks.

You're right Curlycord - the patch needed patching, LOL.