Call Pilot Issue

[andru67]

I'm the administrator of a Norstar Compact ICS & Call Pilot 100 4 port v/m system. Over the past month users have complained about not being able to accesstheir voice mail at time. Just today I was made aware of remote users not being able to access their mail box after hitting **, they instead returned back the the main menu.

The receptionist was trained to perform basic admin function in the v/m system, however, she was unable to gain access to perform a voice mail reset. I've since called into the main number to confirm the operation of the v/m system...main greeting played, then hit ** followed propmts to gain access to the admin mailbox. Is it safe for me to assume that if the menu plays and voice access is succesful that all other facets of the system is okay?

I've informed staff on numerous occasions of the sytems limitation and that if all four voice ports are in use, they will not be able to access their voice mail (internal/external) or be greeted by auto attendant until a voice port becomes available. Is this correct?

I have six 1FL (coppers lines)feeding into the phone system. Knowing that there is only 4 ports and knowing that many of the staff work offsite and are frequently calling into check their mailbox and doing so can tie up the sytem; I've provisioned for calls to route to the receptionist after 6 rings, should the auto attendand not pickup by then.

I'm off site today and was not made aware of these issues till just recently, so I was unable to gather more info. from the built in system reporting tool...i get most of data from here for the staff I service isn't much help.

P.s. I administer a staff of 12 and the call volume coming into to the facility on average is about 55 - 70. The only other solution I see is to part ways with the current voice mail system (i don't believe it's upgradable) and get one with double the port no.?


Thanks in advance,

andru67

 

[Bgun]

If remote users are using cell phones sometimes this can be a problem with recieving dtmf signals. Try the A7 patch. Is your CP100 an A6?. Not much you can do about voice ports if more then 4 try to access at one time except move to a CP 150 with 8 ports.

 

[oldAGTer]

I share your pain ANDRU67. I also look after a CICs 6.1 with a CP100 v.2.0. People are telling me that they have intermittant problems accessing their vm remotely and some people calling in to the system state their digits 'don't seem to be recognized' at times.

BGUN, this A7 patch...do tell?? Thanx

 

[andru67]

thanks guys...yes bgun, pls. do tell. that a7 patch might just do the trick.

 

[andru67]

oh yeah, any ideas as to why the call pilot management page doesn't not load in i.e? receptionist is runnig i.e. 6.0

thnx bigears

 

[ThePhoneGURU]

I haven't hear of A7 patch but I have hear A6 path to correct DTMF "echo" on the CP100/150 platform when dialing subscriber number via auto attendant.
You must extract 3 files onto your laptop and or network that is connected to the CP100/150.
YOu must then Telnet into the CP100/150 with a LOGIN ID and password..different then cpmanager.
What you will verfiy is the current SWverID XXX.XXA2 version number..this version number can any value other than A6 to qualify for this patch.

Hope this helps

 

[andru67]

great...where do i get this patch from? also, i've tried to telnet to the call pilot on a few occasions, but I've been unsuccessful in gaining access. the issue is with my login credentials...i'm not sure what username and password i'm suppose to use? i've tried using the password that i use to access the management page, without any luck. i've just been lazy to research further into this, till now

thnx

 

[ThePhoneGURU]

I got the patch from my vendor.
I'm wondering if I'm able to zip the file and send it.
Telnet login is tas
Passwrd POU4f3

 

[andru67]

you's the man...if it's not to much trouble, send it to ads_amair@hotmail.com. as for the telnet account info...thnx!

 

[ThePhoneGURU]

Let me know if u get it..

 

[wip]

Turn off the touchtone gate

 

[andru67]

wip, i've not enabled the touchtone gate feature.

i've dialed in from a land lines and cell phone and have never encountered this issue. the problem seems to be a random event or maybe it's the communication device that the clients' are using to access the system. i'm in the process of gathering this info. to better assist me in troubleshooting the problem.

my next step is to install the a6 patch that thephoneguru suggested.

on another note: any idea as what might be causing the call pilot web page to become unaccessible? the voice mail system is functioning just fine, however, the web page can not be a accessed to perform management functions. i've also tried to ping the lan interface with no luck (request timed out). this is the second time within 2 - 3 months that i've lost connectivity. a simple reboot will resolve this issue, which i''ve since done and everything is now a okay.

andru67

 

[andru67]

thetelephoneguru

in case you'd not received my e-mail...i didn't not receive the patch. i did however, receive the documentation.

andru67

 

[ThePhoneGURU]

I recent it last night in hopes you get it...
Also, my guess is that you can access CP Manager because the IP your are trying isn't correct. If you can't ping its either a physical issue (ie the CP isn't physically plugged into the LAN) or the address your are trying isn't correct.
The only way you can really determine what the CP address is...is to connect with a straight through serial cable, start a hyperterminal session on the Computer/laptop connected to CP and reboot CP to watch the bootup, you should see what the IP address is.

 

[DueE]

The PhneGURU, the A7 patch, simular to A6 for CP. DSP issue through CP100150 AA when lines are T1/PRI and calls are from cellphone. Downloadable from NT Tech Support website if you have access.

DueE

 

[andru67]

thephoneguru: i did receive the file, thanks. as for my cp issue...it's neither of the problems you suggested. cp really does crap out at times.

troubleshooting enabled me to rule out cable and ip settings as being the problem. by rebooting the system the problem corrects itself. accessing the management page with the default ip address was no longer an issue.

duee: thanks for the clearifaction of the a6 and a7 patch. my connection to the c/o is neither of the types you mentioned but instead 1fls.

i'd like to thank everyone who has lended their time to my issue; hope i can one day return the favour.

thnx