Callpilot 100 Auto Attendant 1

[AltaTelman]

I have a customer who uses a CICS and a Callpilot 100. All calls are answered by the auto attendant. On occasion when a called presses 224 instead of the call going to 224 it goes to 223, this happens with other stations as well. The call forward no answer and busy station programming has been checked. Any other ideas other than rebooting the voicemail.

 

[DigitalMind]

I have a customer that SWEARS that calls going through the auto attendant occasionally go to the wrong phone. They say multiple people say they dialed extention WHATEVER but it rang on extention WHATEVERELSE.

I have checked all the settings, and have never been able to replicate it. Usually i'd be convinced of user errors, but this customer in particular is smart and not afraid of saying "I don't know" instead of giving misleading information.

Never fixed anything, they're changing from CICS to MICS this week so i'm hoping the problem will fix itself.

 

[gforce9]

There was a DTMF patch for some earlier releases of Call Pilots. What rls CP are you working with?

 

[AltaTelman]

I took over this system from another telco company, and do not know its version.
What version required the patch?

 

[DigitalMind]

Yeah sounds like it may be the problem for both of us !

 

[gforce9]

I don't remember exactly, but in the rls 2 range there was an 'A6' patch and then a subsequent 'A7' patch. This issue was supposed to be resolved in the core rls 3 s/w.

 

[AltaTelman]

So is this patch something we can load on the current software release, or would the customers CP100 require a software upgrade to 3.0 or 3.1?

 

[gforce9]

You can load it onto current s/w level if it is in the rls 2 range. If you are in the rls 1 range, an upgrade to rls 2.10.xx I would recommend first as the early rls's had various issues. If you already have rls 3, I believe all the contents of 'A7' are built into it. What s/w level is the CP at?

 

[AltaTelman]

The release version of this system is 2.0 (02.00.47.00)

 

[gforce9]

I believe that rls is ripe for the A6 or A7 patch.

 

[AltaTelman]

Where would I locate a A6 or A7 patch

 

[gforce9]

A Nortel vendor or they may yet have it on their website if you have access.

 

[DigitalMind]

Ok ... my Customer has the same release call pilot as Altatelman (happened to be there for another job and checked) which means my customer isn't crazy and the voicemail is actually buggy .. So ... wow ... i feel kinda bad now, for months I was sure it was "user errors". I guess i'll have a little talk with my supplier !! Thanks gforce9, star for you !

 

[gforce9]

Thanks for the star. Good hunting for the patch. Go with the A7 if you can get it.

 

[DigitalMind]

My supplier can't seem to find it. (They do have access to the nortel site) ... and idea what I should tell him so that he can get me that patch ? They're pretty much telling me to put in NEW software .. (which is almost the same price as a whole new callpilot!)

Thanks, as always ..

 

[gforce9]

Here is the sticky part. Nortels general policy is to 'upgrade to the most current level'. I have found that to be an upgrade right into the toilet, upon occasion. If he has access to Nortels site, presumably he has free tech support from them. If he is willing to call them and ask for the patch (it may be outdated enough now that it is off the website), that would be the cheapest route. If not, an upgrade may be your only option. If it was mine, I would get the s/w level to 2.10.06 or 2.10.08 and put in the A7 patch. Those rls were stable. 2.00.47 had issues including night CCR not working. At rls 3, Nortel actually came out with a new, physical box as well. I'm always leary of upgrading an old box that may or may not work well with new s/w that was designed for a new box.