Collect digit vector not processing step - trace shows it is 4

[telcomnewbie]

I'm working on a new Definity system G3v12 with EAS. This weekend I installed 3 new vectors that were basic auto-attendant menus. Yesterday they began having problems with some vectors ignoring the collect digit step. When calling to test, the call initially goes through an auto-attendant vector that gives an option to enter the person's 4-digit extension or select an option. If I entered an agent's VDN extension and they were unavailable, I did not hear the first delay announcement - it went straight to music, then I would get the 2nd delay with option to press 1 to leave a message. When I press 1 the vector ignores it and continues to the next step playing music for 30 seconds and continually loops ignoring digit input. List trace shows it is going to the collect digit step and then to the route-to step that contains messaging skill before playing the 2nd delay announcement.

Does anyone have any idea what could be happening here?

 

[ezncool]

It may be easier to provide you with a more specific solution if you port copy of your vector.

 

[telcomnewbie]

Is there an easy way to past it without retyping it?

 

[SF0751]

Via ASA, go into Emulation and disp vect xx. Then highlight the vector, copy, and paste into Tek-Tips. If you put monospace TGML codes around the vector, then it will align itself and be readable.

[ignore][tt]vector step 1
vector step 2
vector step 3
etc.[/tt][/ignore]

will look like this.....
[tt]vector step 1
vector step 2
vector step 3
etc.[/tt]

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)

 

[telcomnewbie]

Number: 9 Name: Kirk Credit
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
[tt]01 wait-time 0 secs hearing ringback
02 goto step 17 if staffed-agents in skill 97 > 0
03 goto step 20 if time-of-day is fri 18:30 to mon 07:00
04 goto step 20 if time-of-day is all 18:30 to all 07:00
05 goto step 23 if staffed-agents in skill 98 > 0
06 goto step 26 if staffed-agents in skill 1st < 1
07 queue-to skill 1st pri m
08 wait-time 8 secs hearing ringback
09 collect 1 digits after announcement 4016 for none
10 goto step 26 if digits = 1
11 wait-time 30 secs hearing music
12 collect 1 digits after announcement 4017 for none
13 goto step 26 if staffed-agents in skill 1st < 1
14 goto step 26 if digits = 1
15 goto step 11 if unconditionally
16 stop
17 announcement 4014
18 goto step 26 if unconditionally
19 stop
20 announcement 4015
21 goto step 26 if unconditionally
22 stop
23 announcement 4004
24 goto step 26 if unconditionally
25 stop
26 messaging skill 99 for extension active
27 stop
28
29
30
31
32 [/tt]

 

[ezncool]

my apologies for being specific, but i dont see a collect 4 digit for extension option (assuming you have a 4 digit dial plan).

The condition you have after the collect digit only allows for the number 1 to be pressed. If any number is pressed, other than 1, it will ignore the collect digit command and go to the next step of the vector, which is music.

 

[ezncool]

also, just for kicks and laugh, you may want to check your first announcement and ensure that it is still recorded.

 

[telcomnewbie]

Sorry if I'm unclear! The collect 4 digits is in the previous auto-attendant vector that sends the call to this one. This vector is only looking for them to press 1 for voicemail or stay on the line to hold. Should I paste the first vector in too?

My first thought was the announcement had been deleted, but I had them check and unfortunately for me, it's still there.

 

[ezncool]

oh ok, sorry about that. well if thats the case, i would say it should work. Is it working fine on other vectors? If it is, I suggest creating a new vector, duplicate to this one, point the main vector to the new vector and see if there is a difference. im going to claim possible corruption on your current vector.

 

[telcomnewbie]

I wrote a new test vector with the exact same steps and it's doing the same thing - skipping the 1st announcement and the collect digit step (even though the trace shows those steps are occurring).

I have other vectors just like this but their announcements are different because they are different business groups. I guess I'll try recording a new 1st delay announcement and replacing the current one. My other vectors exactly like this (except different announcements) are still working correctly. This is driving me crazy!

 

[ezncool]

just for kicks and gigles, try writing the vector with just these:

01 wait-time 8 secs hearing ringback
02 collect 1 digits after announcement 4016 for none
03 goto step 08 if digits = 1
04 wait-time 30 secs hearing music
05 collect 1 digits after announcement 4017 for none
06 goto step 08 if digits = 1
07 stop
08 messaging skill 99 for extension active
08 stop

then test it and see if it works. If it does start adding or inserting other conditions and test and maybe youll see what command might be contributing to your issue. I wish I could help more.

 

[telcomnewbie]

This is getting more complex. It's now happening periodically on several prompting vectors. Display events shows "no digits collected" but I've also noticed a few "dial ahead discard" events for the same vector prior to a "no digit collected" step - that's not always the case.

I did try inserting a fresh announcement, but I was able to complete the test call ok with the new and old announcement on several times. There are other prompting vectors failing to collect digits sporadically each day and all have different announcements.

We had our vendor checking on it because they said we didn't need a call classifier board for this pbx. I thought that might be causing some issues, but nothing shows up under list measurements tone.

I feel like it's a capacity issue since these problems didn't crop up until I added 3 new auto-attendant menus and these changes impacted the way the agents handled customers because they switched from team oriented to one-to-one relationship. That means a heavier load on the prompting because customers are holding for their primary agent.

Hope this helps!
Karen
ccdesigner

 

[RTMCKEE]

What announcement board are you running. I'm having this same issue and according to the documentation for cm2, the announcements are "supposed" to skip if there is not an avaliable announcement port to play the message. I'm having this issue since upgrading to CM2.1.1. I think there is something going on with the announcement board, but since its "working as designed" i can get no help. I've worked on a bunch of systems over the years an never had announcement board issues.

RTMCKEE

PS. My announcement board is TN2501AP. I dont recall ever having a capacity issue on the 750Cs

 

[Definity]

You may want to check that the queuing is set to Y on the first announcement on your "change announ" form. If the queue is No (which is default) it will skip the announcement is a call is connected with it..

 

[RTMCKEE]

Not sure the Q announcement step is feasable for a vector that makes the very next routing step based on digits collected. If you skip the annoucnment or "Queue" the announcement for play when a port is avaliable the vector processing does not stop. it continues until an avaliable port can play the announcement. which could have the caller 20 30 seconds into some place else. Even having a step what repompts will do no good since its the same announcement, and it was unable the first time.

RTMCKEE

Sorry having ALOT of announcement issues the last week and im becoming VERY frustrated with the support (or lack there of) on this issue.

 

[telcomnewbie]

I have the TN2501 VAL announcement board as well. The announcements were set to Y for queueing on the announcement form. None of the measurement reports are showing a capacity problem, but it seems capacity related because it's sporadic. It will skip the 1st announcement, play music, then play the 2nd delay announcement but ignores the digit entered and loops back to the wait with music and announcement loop.

This system didn't have a call classifier board so we just added one a couple of days ago in the hope that would help even though the measurements aren't showing anything. I'm watching the events, placing test calls and checking with the group to see if they're still getting complaints.