Calling the message sender from voicemail pro remotely 1

[critchey]

So I have a customer that has R9.0.12 and had embedded voicemail and recently upgraded to voicemail pro. Previously they could call into voicemail remotely, listen to voicemail, and then hit 1 and then 0 to have the system dial the message sender for them. Once we upgraded to voicemail pro the system will no longer do this returning an error when pressing 0 that this prompt is not available. If you try from an internal extension it does work. I ran a monitor trace and I see no errors from the PRI or voicemail so I think the IPO is blocking it internally. I tried setting up mobile twinning number I was calling from, mobile call control, and even FNE service shortcode 00, dialing *17 to access voicemail, and still it refuses to work. Any guidance would be greatly appreciated.

The truth is just an excuse for lack of imagination.

 

[TouchToneTommy]

3.2 Calling the Message Sender
If the call was from another extension you can call the sender back.
To call the sender:
1. While you listen to the message, press 1. 2. To make a call to the sender, press 0. You are logged out of your mailbox.

So this confirms that Voicemail will call back an internal sender, which you've also confirmed. What's not happening is the incoming caller ID attached to the voicemail message does not include the dialout code or the 1 in front of the area code. If you add 91 to the "prefix" box of the line, incoming caller IDs will look like 912125551212 which should complete properly. However, if you're also using voicemail to email, it will break touch to dial from a smart phone, because it can't parse the 9 at the beginning. So, perhaps only add a 1 to the line prefix, and make a short code of 1XXXXXXXXXX;/Dial/1N/50:Main so the incoming caller ID becomes 12125551212, which can be dialed out with the short code, and the vmail to email will have an 11 digit telephone number attaches which a smart phone can call back to.

 

[critchey]

Thank you TTT that makes a lot of sense and matches perfectly to what I am seeing. I will try it tomorrow and post back what I find.

The truth is just an excuse for lack of imagination.

 

[critchey]

So typical customer this was a burning issue must solve now... when I called and said I had something to try I was told he would call back later that day. I am still waiting on that call

I gave you pink either way TTT for the help I really appreciate it. Once/if he ever actually has me test it I will post my findings.

The truth is just an excuse for lack of imagination.

 

[critchey]

So I finally got my customer to test this but I get the same result with TTT's suggested shortcode and the prefix of 1 on the line (tested and my callerID showed up how I wanted). When he does 1 and then 0 to call back the person who left the voicemail, me in this case, it gives an error in voicemail pro invalid entry but works from internal number. I re-read the documentation and as per usual it is a bit unclear on whether it actually works only for internal calls or can actually work for outside calls as well.

"3.2 Calling the Message Sender
If the message was sent from an internal number you can call the sender. If the call is from another extension or if the internal CLI of a caller is known (played in the message header), you can call the sender back."

I guess the murky part is "if the internal CLI of the caller is known" does that mean its an outside call but you get the outside number in the header? I did get the customer to now admit he never did it in embedded like he claimed he did before...

If anyone else has any comments or suggestions I would love the feedback. Thanks again for help TTT if I could give you pink twice I would.

The truth is just an excuse for lack of imagination.

 

[derfloh]

Do you have any traces from IPO and VMPro? They should show you if VMPro dials something that doesn't match with short codes or if it just doesn't dial for any reason.

Need some help with IP Office?

https://www.fwilke.com/home

CLI based cale blocking:

https://blog.fwilke.com/ip-office-block-calls-from-specific-cli/

SCN fallback over PSTN:

https://blog.fwilke.com/ip-office-scn-fallback/

 

[critchey]

I was looking in monitor and I do not see the system even attempting to dial at all. This makes sense since the voicemail pro is saying the selection is invalid it acts like you simply can not do this. Maybe I have monitor setup improperly so I am missing the all important trace but from what I see the system is simply not trying at all.

I will have to try to remember the voicemail pro side next time thanks for the suggestion.

The truth is just an excuse for lack of imagination.