Incoming Calls skipping announcements

[teej0820]

I have a weird issue. I have a customer that has 8 analog trunk lines coming in that route to a vector that provides a menu. For all callers, this works fine, except one NPA NXX. I did a trace and it actually seems to skip the announcement. The trace shows all the steps getting hit, but on the collect step, the trace shows "collect" but nothing else. The caller eventually goes to voicemail as the vector is designed.

Verizon has said NTF on their end (surprise). I added a 2 second ringback step to see of the caller hears ringback (haven't gotten results on that yet).

I tried to telling the customer that we cannot treat calls from a specific NPA NXX differently because it is an analog circuit and not PRI, so we have no way of determining where the call is coming from, but he is getting understandably frustrated. Any ideas?

 

[AvayaTier3]

hardware platform? Definity / CM software version?
trunk hardware? trunk-type loop or ground start?
disconnect supervision in / out y/n ?
Did you try a wait step at the beginning of your vector?
Post your vector

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[teej0820]

Definity v13.
Trunk card is TN747B v29.
Trunks are loop start.
Disco Supervision in y, out n.
Tried the wait step (2 secs silence and ringback) with no change.
Hard to post the vector, but here's the relevant part
01 wait 2 secs hearing ringback
02 goto vector 2 @step 1 if holiday in table 1
03 goto vector 2 @step 1 if TOD all 20:00 to all 07:30
04 goto vector 2 @step 1 if TOD fri 18:00 to sat 07:30
05 goto vector 2 @step 1 if TOD sat 17:00 to mon 07:30
06 collect 1 digits after announcement 4051
07 goto step 20 if digits = 2

etc. etc.
It does not give the caller step 6.

 

[SF0751]

Just a thought, did you make sure that announcement 4051 has "Q" set to Yes in your announcement properties?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[teej0820]

Yup. Set it to Y for queue. Again, I want to reiterate that it works for everyone except from one NPA NXX. Anyone else, it works fine.