Visual Voice

[BigPoppaMo]

Is it possible to make a call to the external number of a person that left a voicemail message using the "call" button while reviewing messages in Visual Voicemail?

9650 set
VM Pro 6.0
IPO 6.0

The inbound trunk is configured to prefix the incoming calls with a 9.
The correct CLID shows in the display while using Visual Voice.
When you press the "call" button, the set display changes to "waiting for line", but the call never completes.
The same number can be dialed manually from the set using Visual Voice.

TIA!

 

[kholladay]

Does the number associated with the voicemail have the prefix?

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[BigPoppaMo]

Yes, the CLID attached to the voicemail message does show the number with the prefix attached.

I did see something strange when making calls from the set. It always appears to insert a 1 in the dial string.
For example, if I dial a 9 (which is a short code{9/Dial 3K1/N/50:Main}) the set display will show 91.
When using the "Call" button for Visual Voice it also placed the 1 into the string.
For example, I receive a voicemail with a CLID of 94806625555.
(The 9 is the inserted prefix on the inbound trunk.)
When I press the VV "Call" button, the display will show the outbound number of 194806625555.
I've search all over and cannot figure out where the 1 is coming from.

Any ideas?

 

[kholladay]

The display shows the digits sent to the provider not the digits dialed so ARS may be inserting the 1 in the dial string. If you should not have a 1 in the 948 prefix then you may want to add a short code to ARS of 948XXXXXXX Dial3K1 948N

This will prevent the system from matching another short code such as XXXXXXXXXX; or N; which may have a telephone number of 1N

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[BigPoppaMo]

Good info regarding the display ... thanks!

But, the area code is 480. The 9 is the prefix added by the incoming trunk, so it would be 9-480-662-5555. This is the CLID I see attached to the VM message.

When I press the "call" button, I'm assuming (and I hate to do that!) that the digits are sent like any other call. But, somehow a 1 gets put into the string, so the display shows 1-9-480-662-5555 and "waiting for line".

Even just dialin a 9 by itself throws up a 1 in the display. 9 is a short code that strips off the 9 and sends the remaining digits (N) to the ARS, which provides secondary dial tone. Since I've only dialed a 9 at this point (which was stripped) I'm not matching an entry in the ARS, so nothing is being dialed out ... and the only entry the number from pressing the "Call" button would match is N; which dials out N.

I seen this in the Intuity User Guide:
If the message was sent from an internal number you can call the sender. The call needs to be from another extension or
if the caller's internal CLI is known (played in the message header) it may be possible to call them back.

This implies you can only call back internal numbers.
Can we use this feature to call back external numbers too?

Thanks for you time! You're appreciated!

 

[kholladay]

Launch Monitor then goto filters > Trace Options. Click clear all then go to the calls tab and click Targeting and ARS. Make your test and post here.

Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[BigPoppaMo]

I'll do that.
Customer contact is out until next week.
I'll post the trace when I can get it.

 

[BigPoppaMo]

I met with my customer yesterday and I was able to isolate the problem using Monitor.
This customer is in a 10 digit overlay area.
Some outbound calls require 11 digits, with a 1 as the first digit.
Some outbound calls require 10 digits, without a 1.
Some outbound calls require only 7 digits.

Currently the IPO is configured to prefix a "9" on the incoming calls.
The particular call that is failing requires a 1+10 digits.

Is there a way to modify numbers before dialing out when using Visual Voice or Voicemail?
At this point is seems that my only option is to prefix the inbound calls with "91" and then build out the ARS to remove the 1 for 10 digit numbers and 7 digit numbers.

Anybody have another idea?