2 Second delay through AA and no dial by name
james_
Member Posts: 97 ■■□□□□□□□□
Hey All!
Well, we just took over a bunch of clubs and integrated a brand spanking new VOIP system using CISCO 7941's. First time I ever touched VOIP and CCM, nothing like hitting the ground running. So a few teething problems, i'll try and be concise as possible:
1. When anyone calls and utilizes our Auto Attendant, the call is transferred, but the caller misses the first 2 seconds of the call. Instead of getting "Hello and thank you for calling abc, this is Steve" They just get "Steve" This issue does not happen if the DID is dialed.
2. Dial by name just fails. The AA asks the caller to press 2 for Dial by name directory. First off the "2-second" issue pops up, the caller just hears "pound", instead of "enter the first name followed by the last name, then press pound". Then after 5 seconds the same message sounds, then after another 5 seconds the AA says "If you would like to try an extension, you may do so now" then hangs up! The system does not recognize the DTMF tones.
3. One more, on some random phones, not all phones, when we dial by extension, there is a short half ring, followed by a full ring, then 15 seconds of silence. Then the dial tone kicks back in and the call is completed!
Any pointers or direction of where I can start looking at any of these prolems, would be most welcome. We have had a 3rd party contractor try to fix this, and have been on the phone with CISCO for the last month, still nothing.
Thanks for any help you can give!
James.
Well, we just took over a bunch of clubs and integrated a brand spanking new VOIP system using CISCO 7941's. First time I ever touched VOIP and CCM, nothing like hitting the ground running. So a few teething problems, i'll try and be concise as possible:
1. When anyone calls and utilizes our Auto Attendant, the call is transferred, but the caller misses the first 2 seconds of the call. Instead of getting "Hello and thank you for calling abc, this is Steve" They just get "Steve" This issue does not happen if the DID is dialed.
2. Dial by name just fails. The AA asks the caller to press 2 for Dial by name directory. First off the "2-second" issue pops up, the caller just hears "pound", instead of "enter the first name followed by the last name, then press pound". Then after 5 seconds the same message sounds, then after another 5 seconds the AA says "If you would like to try an extension, you may do so now" then hangs up! The system does not recognize the DTMF tones.
3. One more, on some random phones, not all phones, when we dial by extension, there is a short half ring, followed by a full ring, then 15 seconds of silence. Then the dial tone kicks back in and the call is completed!
Any pointers or direction of where I can start looking at any of these prolems, would be most welcome. We have had a 3rd party contractor try to fix this, and have been on the phone with CISCO for the last month, still nothing.
Thanks for any help you can give!
James.
Comments
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Yossarian
Member Posts: 14 ■□□□□□□□□□
I am pretty new to this stuff so my advice is worth what you're paying me.
Issues one and two sound like a problem in your AA script. As I said though I've
only been dealing with ccm and ipcc for about 2 months.
On issue 3, I would try deleting then re-adding the phone in from scratch. Don't
copy from another phone.
Not sure if this will be helpful, but something for you to look at. -
james_
Member Posts: 97 ■■□□□□□□□□
Thanks Yossarian, I was thinking the same thing. We noticed last night some scripts did not show the same delay, only the scripts that pointed within IPCC were delay free. As soon as a script redirected out of IPCC, we got problems. The solution was embarrasingly simple, an IOS upgrade on both of our co-lo gateways fixed the issue. Thanks for your help!
Here's the CISCO page that helped us work this out:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_1/sys_ad/5_1_3/ccmsys/a05mtp.htm
Nothing better than on the job training!!