allaboutphones
Technical User
We recently installed a MICS 7.0 with one T1 (PRI) and a Call Pilot 150 3.1. We set up a CCR tree to answer their main number (Target Line 157) and play the callers the options to transfer to two separate Hunt Groups, Sales - Option 1 and Support-Option 2). The Hunt Groups have 3 members each, and overflow to their own separate overflow Hunt Groups, each of which has about 15 members.
The problem is that we are getting intermittent reports of problems with the calls completing to the proper Hunt Group when the caller makes a selection.
The callers experiencing problems indicate that when they attempt to enter an option, the system tells them that "that extension is not available", then says "thank you, good-bye" and hangs up on the caller.
I checked the programming on the CCR tree, and nothing was programmed for branches 3,4,5,6,7 or 8. If I called in and pressed one of these options, the system said "you have entered an invalid option, please try again", (5 second pause) then "sorry you are having problems, please try your call again later, goodbye" and hung up on me. I tested this and it happened whenever I input an option that was not set up on the Tree.
So, I set up 8 to transfer to the general mailbox), and set up 3,4,5,6 and 7 to transfer to the main hunt group. Once I did that, I was unable to duplicate the disconnect message. I think that this will allow callers to route themselves outside the system without being disconnected, but still does not address what could be a different underlying issue.
I have attempted to duplicate the problem with over 100 test calls into the system, but have not been able to duplicate what the callers are reporting. My first batch of test calls was via a land line, originating on a PRI T1 on another carrier. All calls routed properly. My second batch of test calls originated from my cell phone. With these calls, 2 of 20 calls routed to the incorrect hunt group. On these calls, when I selected option 1, I ended up in Hunt Group 2 instead.
That being said, is it possible that the Call Pilot is having problems detecting the DTMF tones when the calls are originating on a cell phone, and are routing them improperly (for example, interpreting a "1" as a "2" or a "2-2" or "1-1""?
I saw a post earlier that indicated that there might be a patch available for just this sort of issue. I saw this posting earlier by pccal on 9 Jan 08 18:20 in response to some questions about DTMF Tones;
"This patch is intended for sites experiencing DTMF recognition on CallPilot 100/150 platforms when dialing subscriber numbers via Automated Attendant. This issue has been reported when the far end caller is connected to the CallPilot via PRI or T1 facilities and most often the call is originated from a Cellular network"
Any feedback or recommendations on how to correct this problem would be appreciated. Thank you.
The problem is that we are getting intermittent reports of problems with the calls completing to the proper Hunt Group when the caller makes a selection.
The callers experiencing problems indicate that when they attempt to enter an option, the system tells them that "that extension is not available", then says "thank you, good-bye" and hangs up on the caller.
I checked the programming on the CCR tree, and nothing was programmed for branches 3,4,5,6,7 or 8. If I called in and pressed one of these options, the system said "you have entered an invalid option, please try again", (5 second pause) then "sorry you are having problems, please try your call again later, goodbye" and hung up on me. I tested this and it happened whenever I input an option that was not set up on the Tree.
So, I set up 8 to transfer to the general mailbox), and set up 3,4,5,6 and 7 to transfer to the main hunt group. Once I did that, I was unable to duplicate the disconnect message. I think that this will allow callers to route themselves outside the system without being disconnected, but still does not address what could be a different underlying issue.
I have attempted to duplicate the problem with over 100 test calls into the system, but have not been able to duplicate what the callers are reporting. My first batch of test calls was via a land line, originating on a PRI T1 on another carrier. All calls routed properly. My second batch of test calls originated from my cell phone. With these calls, 2 of 20 calls routed to the incorrect hunt group. On these calls, when I selected option 1, I ended up in Hunt Group 2 instead.
That being said, is it possible that the Call Pilot is having problems detecting the DTMF tones when the calls are originating on a cell phone, and are routing them improperly (for example, interpreting a "1" as a "2" or a "2-2" or "1-1""?
I saw a post earlier that indicated that there might be a patch available for just this sort of issue. I saw this posting earlier by pccal on 9 Jan 08 18:20 in response to some questions about DTMF Tones;
"This patch is intended for sites experiencing DTMF recognition on CallPilot 100/150 platforms when dialing subscriber numbers via Automated Attendant. This issue has been reported when the far end caller is connected to the CallPilot via PRI or T1 facilities and most often the call is originated from a Cellular network"
Any feedback or recommendations on how to correct this problem would be appreciated. Thank you.
