Voicemail Pro is not recording when there is a second call (1st is a waiting call)

[Guilherme1000]

Hi all,

I have an IP Office 500 V2 running VMPro with Contact Store license.

Here is the scenario:

The agent calls a cell phone number, and gets a not available message. The agent presses the hook button too fast and accidentally the headset understand it as a second call and put the 1st call on wait.

The fact is that the Voicemail Pro does not record that second call. The Contact Store doesnt show the recording.
The recording tab is set as mandatory, but there is no records in there (even in the VRL folder).

try to instruct the agent to press the button slowly is not the best option right now, I would like to record every call, cause I suspect the issue is occurring with other types of phones like IP Phones (with other circumstances, not flash of course).

Has anyone seen this before? Is this a bug?

 

[Greybeard191]

Voice recording on mandatory is generally a really bad idea. Are you willing to stop taking calls if for some reason you can't record? e.g. the VM pro server/service stops?

Much better to have enough VM pro ports, set recording to ON (100%), and reserve sufficient ports for recording such that it is effectively mandatory without being MANDATORY.

In all my years I've done this I've never had a customer who would rather NOT receive/make the call if it couldn't be recorded.

Anyway, aside from that, I assume you're using analog phones for your agents? You could turn Answer call waiting on Hold to OFF (user/telephony/call settings). That will stop them from flash-hooking customer to be on hold. Or go on the analog extension and fiddle with the flash hook settings so that flash doesn't work anymore (e.g. make the flash hook 20ms / 20ms)

One other question... where exactly is voice recording applied (user, HG, ICR), and what are the settings?

GB

 

[Guilherme1000]

Hi Greybeard191,

Thanks for your answer.

The voice recording is applied to the users under their voice recording tab.

Is the "answer call waiting on hold" supposed to answer the 1st call automatically when putting the second call on hold when I already have a waiting call?

How it will prevent from flash-hooking when pressing the button for the first time?

 

[tlpeter]

Use proper phones instead of analog junk.

BAZINGA!

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

 

[Guilherme1000]

But the issue (non recorded calls) seems to happen also with IP Phones. I just don't know exactly what the user does to get the call not recorded , or even if it makes anything. I mentioned the analog phones because this situation was verified by me (flash-hooking).

One thing I'm sure... the voicemail pro is not recording every call (analog phones and IP Phones) and the analog does not record when the flash-hooking occurs.

I have enough voicemail channel.

 

[sizbut]

Sorry but in the scenario you describe I don't see a second connected call and the first is on hold so their is nothing to record. Who/what is getting connected on the far end of the supposed second call.

Stuck in a never ending cycle of file copying.

 

[Guilherme1000]

Imagine if I call your cell number but I receive a "not available" message (may be bad quality signal), so I press the headset hook button fast and press the redial button. The second call get connected and you answer normally.

What is happening is... because of the fast flash-hook the first call went to your cell phone mail box and it's treated as a waiting call for the IP Office and it's recorded, but the second call (answered), for some reason is not recorded.

this is happening because the agents calls a number and when they get a "not available" message, they attempt once again and press the redial button immediately.

 

[teletechman]

If this is happening on IP Phones then it is not a switch hook issue or it shouldn't be. The IP Phones drop the calls when the hook is depressed and follows the timer which should be to short for the call waiting. You should be able to see the calls being placed on hold in SSA or monitor if that is not showing look elsewhere. You might also give them a wrap up timer so that the calls are not presented to them before the timer expires on incoming call.
Mike

 

[Greybeard191]

OK, so voice recording is applied on the user tab, and set to mandatory.
inbound, outbound, external, internal?

Regarding "answer call waiting on hold", read the help file and see if it doesn't make sense as to why you might want to remove that option if you're trying to use analog phones in a call center environment. And to echo tlPeter, analog in a call center = bad idea.

GB

 

[sizbut]

...and press the redial button" - that part was missing from your first post!

Stuck in a never ending cycle of file copying.

 

[amriddle01]

This is not a bug, the system never records the consultation part of a call transfer and that's effectively what this is as they have flashed hook and held the first call for transfer. This is user error nothing more, they need to clear down the first call correctly not initiate a transfer that they never complete

 

[joe2938]

And get the boss to purchase real call center phones as stated earlier.