VM Call Flow Issue

[hbsurfn]

This has happened randomly a few times over the past month at a busy call center install I did in May with 8.0.43. I have about 200 toll free numbers routed to various DID's and an average incoming volume of over 1500 calls per day. My incoming call routes go to a short code, which does a time of day check then goes to an AA module/menu, then options to the queue. Randomly the calls will stop following the flow and VM Pro will answer with "Welcome to IP Office, please enter extension number followed by #" Restarting the service fixes it. Anyone seen this before? This is a busy call center and quirks like this are not welcomed by the customer.

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[kholladay]

I believe this is a bug that happens when you make a change to VMP then issue a save & make live.

Kyle Holladay / IPOfficeHelp.com
ACSS/ACIS/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

 

[hbsurfn]

Thanks for the reply. "Bug" is not what I wanted to hear. This is an IPO using Nortel phones so it's buggy enough. Their inbound call volume is huge...sometimes over 2300 per shift. I'm wondering if this was addressed in 8.0.44.

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[CarGoSki]

Search here at this site and you will find the patch number I posted for this issue.

 

[CarGoSki]

http://tek-tips.com/viewthread.cfm?qid=1684009

BTW the patch did resolve the issue.

 

[hbsurfn]

Where can I find the patch?

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[hbsurfn]

Nevermind 8.0.1011 on support site.

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[tlpeter]

CarGoSki, which patch?


BAZINGA!

I'm not insane, my mother had me tested!

 

[CarGoSki]

@tlpeter

R8.0.1009 and 8.0.1011 are both on support.avaya.com.

I think we used 1009.

 

[tlpeter]

8.0.1009 gave me this issue so that is why i asked
The 8.0.1011 only solves some Spanish language stuff.

BAZINGA!

I'm not insane, my mother had me tested!

 

[CarGoSki]

gotcha.. We used it to solve a auto recording issue where it presented the stock greeting "Welcome to IP Office" etc when auto conferenced to record.
In that case you could restart the service to repair and recreate the issue using save and make live.
Once that patch was applied save and make live no longer caused the issue.

 

[hbsurfn]

Ski, which one did you use? I just went from the 1009 to the 1011 and I am still having the issue.

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[CarGoSki]

They gave us the patched vmpro service. Not the entire installer.

 

[CarGoSki]

I sent an email to you tlpeter

 

[tlpeter]

Hi Carlos,

I see, thanks.
I will have a look at it.


BAZINGA!

I'm not insane, my mother had me tested!

 

[hbsurfn]

In 6 years and over a hundred installs I've never had to call Avaya for support. Can only imagine what that process is. So I take it that the patched VM Pro service isn't available for download on the KB or support site?

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[CarGoSki]

I don't know. It looks like what is available is the entire vmpro install instead of only the service.

 

[CarGoSki]

the .exe version is internally stamped as 8.0.1009

 

[hbsurfn]

Can you send me that .exe? I am getting nowhere with the ticket I created with the distributor. They are telling me I need to purchase a block of support hours with Avaya in order to escalate.

ACIS
ACSS
APSS
CompTIA Convergence+
CCNA
CCVP
I'm also ShoreTel certified

 

[amriddle01]

Get another disty, the good ones do that for you, it's part of what you pay them for. If we could deal direct and so pay less for kit fair enough, but they can't have it both ways