Using Call Capturing service with IP Office

[kjk165]

I have a utility company that uses a Call Capturing system that sends callers to an offsite company so they can take the payments for the utility bills. The company has a IP Office 500 5.0 with VMPro. They are using a Call Capturing system called Phone Master which uses 8 analog ports.

I am having the issue when a caller calls in, the AA answers and gives the options. Caller presses 1, at this point the call goes through a hunt group (300) with the 8 analog ports assigned to it as extensions 3003 to 3010. The caller is then to be transferred to a 800# which goes to this collection company that processes the payments. The problem is the phone system does a flash hook and dials the 800#, then it disconnects but leaves the customer in on-hold status with no where to go. Can't dial 0, or get back to the AA. The customer is on a PRI. We have tried other test calls using just the phones from IP Office and the flash hook and had no issues. But this was without the PHone Master controlling the flash hook. I thought it could be a timing issue in the analog ports matching up to the Phone Master but I don't see anywhere in IP Office to control the timing for flash hooks.

The company who controls the Phone Master states they have several of these set up with IP Office and have no issues. Just for FYI purposes the Call Capture Company is NICS. So if anyone out there has a IP office with this set up I would like to talk to you and see how you set your system up with this company.

Any ideas would be beneficial.

Thanks.

 

[Hovus]

I've never used that NICS service before, but just from reading your scenario, it kind of seems like all you're trying to do is have the AA option 1 go to a user that's unconditionally forwarded to an 800 number. Why are you using a hunt group and why are the members analog ports?

Set up a short code: *99 for example
Dial 3K1
Telephone Number: 1800#
Line Group ID: PRI's line group

Set up a phantom user, in the Forwarding tab check Forward Unconditional, make the Forward Number the short code *99.

Make the AA option 1 point to the phantom user and merge settings. Should be good to go.

 

[Hovus]

Completely missed the last sentence of the first paragraph for whatever reason...nevermind

 

[kjk165]

I'm not the one who set this up initially, That tech is gone from the company. This is how the IPO was set up to use this Phone Master Call Capturing machine from NICS. I Monitored a test call. I called the company's phone #, dialed 1, I was then put on hold for a few seconds, I got another greeting that offered more selections. I pressed 8 which is what the NICS company uses to transfer the call. When I pressed 8 that is when i was put on hold and stayed there. Under Monitor it showed:

585693477mS CMARS: Cannot complete the transfer: IsTransferableSecondaryToneApplied()=false IsCallBarred()=false account_code_missing=false authorization_code_missing=false
3585693479mS CMLOGGING: CALL:2012/10/0416:14,00:00:00,000,3177808344,O,918774870252,918774870252,PhoneMaster4,,,1,,""n/a,0
3585693480mS CD: CALL: 0.651976.0 BState=Idle Cut=2 Music=0.0 Aend="Phone Master 4(3006)" (9.6) Bend="" [] (0.0) CalledNum=918774870252 () CallingNum=3177808344 () Internal=1 Time=8816 AState=Idle
3585693480mS CD: CALL: 0.651976.0 Deleted
3585693480mS CMARS: CMARSEndpoint::CallLost(cause=16) - Address: 0.651978.0 144041 ARS for Main - Call State: CMCSOverlapRecv

What does all this mean? This is the first time I have ever had to deal with a Call Capturing system with the IPO. So this is very new to me.

My thought was the same as yours, do a unconditional forward. And I believe that is the route we are going to have to take. I can get it to work that way.