Unity 4.2 PIMG and Zero Out to Another Receptionist

[Toni269]

I've inherited a Unity system, It's giving a lot of headaches.

Last night I disabled some ports that would not accept DTMF tones in the PIMG units and both of them stopped working. There was no voice and would disconnect incoming calls. It took hours to get everything working again and it's still buggy - as the "good" one is completely offline.

We're having an issue getting the Cisco Smartnet number at the moment so no support is available.

Also I need to setup zero out to a separate attendant.

I'm hoping there is somewhere that has some easier answers, I know it's not rocket science, but for a total newbie, I'm spending hours fumbling around and breaking things. Cisco website and manual have not helped that much and ongoing issues with the server going offline several times a week.

For voice mail it's consuming way too much time, just looking for a site or a resource with some simple solutions to known problems.

Thanks!

 

[whykap]

This sounds like an issue with the PIMG and not Unity.
Make sure the PIMG units are running the latest code and are configured correctly to match the CISCO integration guide for the phone system you are integrating with.

Unless you are an expert debugging unity and reading SIP debugs on the PIMG I highly suggest you find your smartnet and open a TAC case as they can help you to fix this quickly.

Have you verified that the DTMF issue is with the PIMG and not with the phone system itself?

Sorry your info on the issue is very vague to be able to offer any suggestions at all but if I had to guess it is a PIMG misconfigation causing this.

 

[Toni269]

whykap, I took your advice and opened a ticket on the PIMG unit the first day I got my smartnet number - we did get the PIMG units re-configured and one of them completely re-built and also upgraded the firmware and the DTMF is working MUCH better. The call took 16 hours
Got to talk to techs all over the world - FUN

Now I'm working on zero out of voice mail to alternate extension... GRRR

 

[brianinms]

With all do respect, if there are that many issues and it took you 16 hours to fix ... you should consider bringing in a consultant. They can fix the issues and do some hands on training , thus it will be money well spent.

 

[Toni269]

I am the consultant... -Brought on to manage the Avaya Communication Manager. They think that the Cisco Unity running on HP Server with SQL Database is Telecom... I'm stuck with it and just desperate at this point for some relief...

I'm paid well, but I can't work enough hours to satisfy all the needs, let alone get any sleep.

I'd subcontract a consultant if I knew where to find one, every Cisco guru I know either won't touch voice or is too busy for new work.

At this point the only thing I need help with is the alternate zero option. (Thought it should be simple enough to setup in just a few minutes?)

The 16 hour call is because each tech requested their own unique traces each time the case changed hands, as well I had to make about 50 test calls each time to fill up their log files...

Hey if any of you need help with anything Avaya, I'm not at all helpless in that area - a trade perhaps???

Thanks again for your time and any help is appreciated.

Toni