Vector not processing the same for all call types

[CaptObvious26]

We have two vectors setup for our call center. If I call either internally it will play an announcement, then ring back while it waits for the hunt group to answer. If the call comes from outside the pbx and is transferred to the vector it will not ring back after the announcement. Weirder yet, if the caller is off pbx and dials the vector directly instead of being transferred from an operator, it will play the ring back fine. Thoughts? is there a setting that I need to change in the vectors? Perhaps the operator stations need adjusted.


display vector 12 Page 1 of 6
CALL VECTOR

Number: 12 Name: CallCenterSvc
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n 3.0 Enhanced? n
01 wait-time 2 secs hearing ringback
02 goto step 20 if time-of-day is sat 00:01 to sat 08:00
03 goto step 20 if time-of-day is sat 16:00 to sun 23:59
04 goto step 20 if time-of-day is all 18:00 to all 07:30
05 announcement 1723
06 wait-time 2 secs hearing ringback
07 queue-to split 26 pri l
08 collect 1 digits after announcement 1727
09 wait-time 1 secs hearing ringback
10 goto step 19 if digits = 1
11 goto step 13 if unconditionally
12 stop
display vector 12 Page 2 of 6
CALL VECTOR
13 announcement 1725
14 announcement 1728
15 announcement 1729
16 announcement 1730
17 announcement 1731
18 stop
19 messaging split 98 for extension 1652
20 messaging split 98 for extension 1650
21
22

display hunt-group 26 Page 1 of 60
HUNT GROUP

Group Number: 26 ACD? n
Group Name: Call Center Queue? y
Group Extension: 1650 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

 

[kyle555]

Is your operator on a reception console, or is it just a phone with a lot of keys? Perhaps some of the transfer options in system-parameters features might be helpful - like transfer on hangup.

Maybe doing a list trace vector and making the good and bad call and comparing might help too.
As a test, try calling from your cell to an internal phone that isn't your operator and performing the transfer - might help you isolate things a bit more too.

 

[CaptObvious26]

Operators are using 1616 ip Phones. They're just pressing the transfer button and entering the vectors extension.

 

[kyle555]

So, to be clear, a call comes into a 1616, the user presses transfer, keys in the VDN of the vector, and then do they press transfer again to complete, or do they just hangup? Check the traces - maybe its just that you're in a half-transferred state if they're just hanging up and not pressing transfer a second time and your "transfer on hangup" setting is off... Just a guess.

 

[CaptObvious26]

let me see if that's what they are doing! i wouldn't be surprised

 

[CaptObvious26]

Okay to clarify, I'm calling from my desk phone to the store operator at the DID. She answers my call from an internal extension and she transfers me to ext 4191 (the call center vector) and the vector processes the call. I get the announcement, then it rings until someone answers (if the hunt group isn't all active.) If the hunt group is active, it rings back twice then plays the next announcement.

Now i'm calling from my cell phone, I call the DID of the call center vector, 10 digits ending in 4191. I get the same as above without any issues

I pickup my cell phone that is not defined anywhere on the PDX. I call the store operator DID just like example 1 above. She transfers me (the correct way) and I get placed into vector and processed. I hear the first announcement, but then instead of ringing back...it's silence. Silence while the hunt group member hears ringing on their phone. Does that make sense?

 

[kyle555]

Sure, that makes sense. So, external calls, transferred through a station to a vector don't hear ringback in that vector before being properly answered in the queue?

Your main concern is that people hear dead air and might think they got hung up on.

In your first example - calling from your desk - are you absolutely positive you're using a PSTN trunk to get in to the store and that DID isn't being manipulated somewhere to keep the call on the PBX without using a trunk?

Do some traces and doublecheck the exact sequence of buttons your store operators are pressing. Could it be at all possible that the transfer is only completing upon timeout of a few seconds - where ringback was being played to the phone at the store but not to the outside caller?

When you do hear that silence, does the call complete successfully to the agent if they're available? Does the call queue and play further announcements and other vector processing normally if it were to stay in queue for a minute or two? I'm really feeling its just that transfer interaction with an outside trunk that's messing with ya.

And just to be really clear, we're talking T1/PRI PSTN trunks and not SIP or anything fancy, right?

 

[CaptObvious26]

No SIP at all... just using a PRI.

Operators are pressing the transfer button, entering the extension, then pressing transfer again. I've literally watched them do this.

I was in error before, If I dial out from my desk phone to the DID of the operator's station and she transfers me I do not get the ringback after announcement. I only get the ringback if I dial the operators extension and she transfers me, or if I call the VDN directly.

I'll grab a couple of traces here and put them in my next post.

 

[CaptObvious26]

Working Example - Trace on Vector 12
list trace vector 12 Page 1

LIST TRACE

time vec st data

15:11:58 TRACE STARTED 12/18/2014 CM Release String cold-02.0.823.0-20001
15:12:01 0 0 ENTERING TRACE cid 4149
15:12:01 12 1 vdn e4190 bsr appl 0 strategy 1st-found override y
15:12:01 12 1 wait 2 secs hearing ringback
15:12:03 12 2 goto step 20 if time-of-day is sat 0001 to sat 0800
15:12:03 12 2 time-of-day(5,15:12)+VDNTZO(00:00)+DSR(00:00)=5,15:12
15:12:03 12 3 goto step 20 if time-of-day is sat 1600 to sun 2359
15:12:03 12 3 time-of-day(5,15:12)+VDNTZO(00:00)+DSR(00:00)=5,15:12
15:12:03 12 4 goto step 20 if time-of-day is all 1800 to all 0730
15:12:03 12 4 time-of-day(5,15:12)+VDNTZO(00:00)+DSR(00:00)=5,15:12
15:12:03 12 5 announcement 1723
15:12:03 12 5 announcement: board 001V9 ann ext: 1723
15:12:09 12 6 wait 2 secs hearing ringback
15:12:11 12 7 queue-to
15:12:11 12 7 queuing to skill 26 pri l

press CANCEL to quit -- press NEXT PAGE to continue
list trace vector 12

LIST TRACE

time vec st data
15:12:11 12 7 Local Agent Preference=n
15:12:11 12 7 Agent Login ID: Logged in at station: 1656
15:12:11 12 7 LEAVING VECTOR PROCESSING cid 4149
15:12:11 12 7 TRACE COMPLETE cid 4149

Example of a non-working Vector 12
list trace vector 12 Page 1

LIST TRACE

time vec st data

15:15:03 TRACE STARTED 12/18/2014 CM Release String cold-02.0.823.0-20001
15:15:05 0 0 ENTERING TRACE cid 4179
15:15:05 12 1 vdn e4190 bsr appl 0 strategy 1st-found override y
15:15:05 12 1 wait 2 secs hearing ringback
15:15:07 12 2 goto step 20 if time-of-day is sat 0001 to sat 0800
15:15:07 12 2 time-of-day(5,15:15)+VDNTZO(00:00)+DSR(00:00)=5,15:15
15:15:07 12 3 goto step 20 if time-of-day is sat 1600 to sun 2359
15:15:07 12 3 time-of-day(5,15:15)+VDNTZO(00:00)+DSR(00:00)=5,15:15
15:15:07 12 4 goto step 20 if time-of-day is all 1800 to all 0730
15:15:07 12 4 time-of-day(5,15:15)+VDNTZO(00:00)+DSR(00:00)=5,15:15
15:15:07 12 5 announcement 1723
15:15:07 12 5 announcement: board 001V9 ann ext: 1723
15:15:12 12 6 wait 2 secs hearing ringback
15:15:15 12 7 queue-to
15:15:15 12 7 queuing to skill 26 pri l
list trace vector 12

LIST TRACE

time vec st data
15:15:15 12 7 Local Agent Preference=n
15:15:15 12 7 Agent Login ID: Logged in at station: 1653
15:15:15 12 7 LEAVING VECTOR PROCESSING cid 4179
15:15:15 12 7 TRACE COMPLETE cid 4179

 

[kyle555]

Honestly, I have no idea at this point.

 

[montyzummer]

This seems To be some sort of corruption , as a matter of interest what happens if you up the timer on ring back to say 10 secs do you get ring back then ?(I know it's working internally but I am just trying to think of things to try and force the situation)

Or after the first announcement put in a second announcement " test for ring back....or something similar" just to see if the logical processing works as expected.

As this is on gateway virtual val , how about looking at the behaviour of the gateway , try having a couple of putty sessions open to the gateway and , show faults repeatedly when the call is routing , also test the DSp resources in active call processing , check the logging file content of the gateway.

IN cm , ( I don't think this will resolve but worth a try) duplicate the vdn and vector and try again , if that fails rebuild from scratch the vdn and vector and test , also activate mst for the call just in case something is actually screwy happening with the trunks provider side.

I'm just trying to throw things out there but if you run those tests it may well give you more to go at , the increase in ring back time would be my first port of call , but I would as I say have as many putty windows open as possible running all the troubleshooting commands on the gateway and cm... Keep us posted as this one is intersting



APSS (SME)
ACSS (SME)
ACIS (UC)

 

[CaptObvious26]

I'll try those things tomorrow and report back. Thank you for your ideas

 

[CaptObvious26]

Created a whole new vector from scratch, does the same thing. What i've noticed is that it's when the call enters the hunt group that the ring back stops. Not while it's in vector processing. In the huntgroup the station rings, but the caller on the other end doesn't hear that ring, it's just silence.

 

[montyzummer]

I know its not your direct issue but have a look at this link got to be worth a shot... im still thinking some corruption

https://support.avaya.com/ext/index?page=content&id=SOLN259366&group=UG_ENTITLED_CUSTOMER

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[montyzummer]

Also I have not seen your CM version and service pack ,are you on the latest and greatest for your build (including gateway and mm cards) , if not I would certainly upgrade.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[smokinjoe2938]

anything that would apply to this in system parementer features?

 

[CaptObvious26]

Took a look at that support page, did what it said and now we get two rings followed by silence.

How do i get the CM version and service information? I'll do that right now.

I'll look in system parameters and see if there is anything, not sure what to look for though.

 

[CaptObvious26]

I created a new hunt group (25) and gave it a DID. If I call the DID from outside it works fine. If I dial it internally it works just fine. If I call my other extension and transfer myself to it I get no ringback at all. This is bypassing the vector entirely.

 

[montyzummer]

either type go shell in sat then swversion (best option) , or look on the server smi page(just as good) , or last page of disp cap (not all info here).

List conf media x will give you the mm circuit packs , disp media x will give you the gateway fw

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[CaptObvious26]

https://support.avaya.com/public/index?page=content&id=SOLN202422&group=UG_PUBLIC

do you think this applies in my situation?

CM reports as R016x.02.0.823.0
Updates:
Update ID
02.0.823.0-20001 status activated
list configuration all Page 1

SYSTEM CONFIGURATION

Board Assigned Ports
Number Board Type Code Vintage u=unassigned t=tti p=psa

001V1 ICC MM S8300D HW07 FW001
001V2 ANA MM MM716AP HW12 FW095 01 02 03 04 05 06 07 08
09 10 p p 13 14 15 16
17 18 19 20 p 22 23 24
001V3 DS1 MM MM710BP HW16 FW050 01 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 19 20 21 22 23 24
u u u u u u u u
001V5 DCP MM MM717AP HW09 FW014 01 02 03 p 05 06 07 08
09 10 p 12 13 14 15 16
17 18 19 20 21 22 23 p
001V6 ANA MM MM711AP HW46 FW096 01 02 03 p 05 06 07 p
001V9 MG-ANNOUNCEMENT VMM-ANN 01 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16

press CANCEL to quit -- press NEXT PAGE to list configuration all Page 2

SYSTEM CONFIGURATION

Board Assigned Ports
Number Board Type Code Vintage u=unassigned t=tti p=psa

002V1 DCP MM MM717AP HW07 FW014 01 p 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 p p 21 22 23 24
002V2 ANA MM MM716AP HW12 FW095 01 p 03 p p 06 p 08
09 p p 12 13 14 p 16
17 18 19 20 21 p p p
002V3 DS1 MM MM710BP HW16 FW050 01 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 19 20 21 22 23 24
u u u u u u u u
002V5 DCP MM MM717AP HW07 FW014 p 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 p 20 21 22 p p


press CANCEL to quit -- press NEXT PAGE to continue
list configuration all

SYSTEM CONFIGURATION

Board Assigned Ports
Number Board Type Code Vintage u=unassigned t=tti p=psa

003V1 ANA MM MM716AP HW12 FW095 01 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 19 20 21 22 p 24
003V2 ANA MM MM716AP HW12 FW095 01 02 03 04 05 06 07 08
09 10 11 12 13 14 15 16
17 18 p p 21 22 p 24
003V3 ANA MM MM711AP HW33 FW088 01 p p p p p p p
003V5 ANA MM MM716AP HW12 FW095 01 02 03 04 05 06 07 08
09 10 p 12 13 14 15 16
17 18 p 20 21 22 p 24