Outcall not working on OV250

[WideTrac]

I have a Octel OV250 running Aria 03.01.02-1
Issue is the Outcalling to the cell phones have stopped working. The config note has been gone over with a fine tooth comb and is correctly setup per the CN:5400
The system does not show sieze line or anything when a message is sent. The mailboxes are setup correctly and I built a test mailbox and it will not outcall. The system has 8 ports and the first 7 or setup for outcall and the 8th port dedicated to MWI.
The customer stated that there was nothing done at the time the system stopped outcalling, this was on July 27th @ 2:01pm.
My question is: If the PBX. AT&T 85, was blocking the outcall or some issue with the switch would I still see the Octel trying to outcall using the CDR? I see no activity of the Octel trying to outcall on the CDR trace.

Any help would be appreciated.

 

[WideTrac]

One other thing I have tried. I performed a Loopback test on all ports to my cell phone, long distance, and they all passed.

 

[KenMeans]

Yes you would see an event 19 for outcall even if the pbx is blocking it.
it is difficult to tell with out looking at the system but something has been changed.

So in menu 4 the o is a y in the first 7 ports right?

The class of service allows out calling to local or long dist

They have not added a restriction in menu 5 for area codes or added an area code to menu 1-1 as this can really mess it up sometimes.

do the users ever hear a failed attempt to call them?

how many digits do you have to dial for a local call from the system?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[WideTrac]

That's the weird thing, no events in the CDR for 19, outcall after July 27th
Menu 4 has all seven ports "Y" for O and has been toggled
COS = 3-Lond Distance with Outcall Control-Full User Control
They have a local restriction in menu 5 but set to N -deactivated
There is never a failed attempt heard
7 digit local calling. The mbx is set with the 7 digit cell number
System was rebooted this morning just to refresh things.
No errors in the error log and drive test good.
I performed a loopback on the system to my cell, long distance, and that test passed.

 

[KenMeans]

and menu 6 1 for seq to dial a local call is set to 9n or 9pn

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[KenMeans]

I am not sure what this could be at this point. If you can post some screen prints of everything we talked about it may help.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[WideTrac]

Was 9N and I tried 9PN,did not worke.
I did find out yesterday that the PBX was reset at the same time the Octel stopped outcalling. They did not know what was done and the reset was performed at the terminal.
I beleive at this time if the PBX was set to not except outcalling that the Octel will not show errors or anything on the CDR.
I use the OV250 in my office. I sent myself a future delivery message and then disconnected the cable on the FLT to the PBX, watched the CDR and when the Octel tried to send the message it did nothing on the CDR to indicate outcalling failure, etc. The error log had scramble code errors but that would be expected.
I am sending the config note to the PBX tech today and hopefully he will verify his side is set correctly.
I have also compaired another OV250 with the exact setup to this one and they both match exactly. The referenced OV250 is doing outcalling with no issues.
We reset the system this morning to bring it up on the B side just for good luck but that did nothing.

 

[WideTrac]

Number of Rings for Local and Long Distance Calls(Used for Outcalls): 6
ACP Used for Integration: N
Type of PBX or Centrex VPMOD is on: F - PBX Integration Device/AT&T 85
Number of Digits in Extension (Used for Outcalling and ECP): 4
Number of Digits in Extension (Used for Message Waiting): 4
Number of Rings for On-PBX Calls (Used for Outcalling): 3
Number of Rings for On-PBX Calls (Used for ECP): 3
Sender ID Used for Telephone Answering Messages: 2 - Calling Party, if Known
Saved Messages-Keep Date/Time Stamp of When the Message was Received: Y
Block Messages to Uninitialized Mailboxes (Y/N): N
ANI Used for Integration: N
Parameters not updated. Press any key to return to the System Parameters Menu:



- Configuration Parameters -
Primary System Manager Mailbox: 6999
Secondary System Manager Mailbox: 6998
General Message Mailbox:
Primary System General Fax Message Mailbox:
Secondary System General Fax Message Mailbox:
Directory Mailbox: 4411
Minimum Number of Digits in a Password: 4
Number of Bad Password Entries Before Disconnect: 3
Play Back Bad Password Entry?: Y
Time of Day to Refresh Message Waiting Indicators (if Applicable):
Interval for Notification of Non-Receipt for New Messages (days): 5
Prompt Callers for Assistance?: Y
Prompt Subscribers for Unheard Messages?: Y
Transfer Announcement: 1 - Transfer - Connecting Caller
Supervised Return to Operator: N
System Language: 1: 1 2: 3:
Easy Access Keys:


Menu 1 - System Parameters
- Configuration Parameters - ( page 2 )
Enable Password Check?: Y
Disallow Leaving Messages in Extension Mailbox: N
Usage-Based Tutorial Threshold: 0
Disallow Subscriber Control of MWI: Y
Information Processing Mailbox:
Allow Variable-Length Addressing for Integration?: Y
Require Subscribers to Re-record Non-conforming Mailbox Name: N



Menu 2 - Attendant Schedules and Port Monitoring
- Attendant Schedules -
Attendant Schedule Number: 2
Attendant Availability on Weekday: 1 - Always
Weekday Schedule (if Part-time Availability)
Begin: Begin: Begin:
End: End: End:
Attendant Availability on Weekend or Holiday: 3 - Never
Weekend/Holiday Schedule (if Part-time Availability)
Begin: Begin: Begin:
End: End: End:

Attendant Numbers:
1: 0 2: 6003 3: 4: 5:
6: 7: 8: 9: 10:
11: 12: 13: 14: 15:
16: 17: 18: 19: 20:
21: 22: 23: 24: 25:
26: 27: 28: 29: 30:
P1: 0 P2: P3: P4: -Continued-



Menu 2 - Attendant Schedules and Port Monitoring
- Set Weekend/Holidays -

Weekend

Mon: N Tue: N Wed: N Thu: N Fri: N Sat: Y Sun: Y

Holidays

01/01
05/30
07/04
09/05
11/24
12/26


Menu 4 - Port Assignments

Extension/ Ln Pt Extension/ Ln Pt
Pt Phone No. I O T M N P F Tp D Gp Pt Phone No. I O T M N P F Tp D Gp
-- ---------- - - - - - - - --- - -- -- ---------- - - - - - - - --- - --
1A 7499 Y Y Y N Y N 145 1 2E
1B 7498 Y Y Y N Y N 145 1 2F
1C 7497 Y Y Y N Y N 145 1 2G
1D 7496 Y Y Y N Y N 145 1 2H

1E 7495 Y Y Y N Y N 145 1 3A
1F 7494 Y Y Y N Y N 145 1 3B
1G 7493 Y Y Y N Y N 145 1 3C
1H 7492 N N N Y N N 145 1 3D

2A 3E
2B 3F
2C 3G
2D 3H

Parameters not updated. Press any key to continue:






Menu 5 - Outcalling Parameters

Initial Weekday Outcall Notification Schedule for New Subscribers:
Start Time: 12:01A Message Type: 1 - All Messages
Stop Time: 11:59P Outcall Interval: 5 - Immediately
Retry Intervals for Outcall Notification - Urgent Messages
Number of Attempts Before Giving Up On: Busy: 4 No-answer: 5
Minutes Between Attempts On: Busy: 10 No-answer: 30
Retry Intervals for Outcall Notification - Non-Urgent Messages
Number of Attempts Before Giving Up On: Busy: 3 No-answer: 4
Minutes Between Attempts On: Busy: 20 No-answer: 40
Use Area Code Restriction Table Lookup for ECP Transfers (Y/N): N

"Local" Area Code Group A: 775
"Local" Area Code Group B: 888
"Local" Area Code Group C: 800
"Local" Area Code Group D: 800
"Local" Area Code Group E: 800
"Local" Area Code Group F: 800
Stats "Local" Area Code Group: 800
Outcalling parameters not updated.
Press any key to return to the option selection:






Menu 5 - Outcalling Parameters
- Area Code Restriction Tables -


Local Area Code Restriction Table

775


Other Area Code Restriction Tables

800



Menu 5 - Outcalling Parameters
- Area Code Restriction Table -
Area Code: 775

Restriction Table Active: N A(llow)/B(lock) Prefix Leading Digits in Table: A
Menu 6 - Dialing and Serial Channel Parameters
- Transfer, Outcall, Fax, and Pager Sequences -

"Flash" On-hook Time: 500 milliseconds
"Pause" Time: 1000 milliseconds

Block Automated Attendant Transfer: 9, , , .
Dialing Sequence to Transfer a Call: FN
Dialing Sequence to Reconnect with a Call -
Ring/No Answer: F
Busy: F

Dialing Sequence for On-PBX Calls (if VPMOD is on a PBX): N
Dialing Sequence for Local Calls: 9PN
Dialing Sequence for Long-distance Calls: 9PN
Dialing Sequence for AMIS International Calls: 9PN
Dialing Sequence for Private Network Calls: 9PN
-Continued-
- Transfer, Outcall, Fax, and Pager Sequences - ( page 2 )
Pager Dialing Sequences:
1: PPPPPPPP7756896400#D 7:
2: APPPPP7756896400#D 8:
3: 9:
4: 10:
5: 11:
6: 12:
A "1" is Required for...
10 Digit Local Calls (Y/N): N
Long-distance Calls (Y/N): N
Number of Digits to Dial for...
Local Calls: 1 - 7 Digits
Toll Calls in Local Area Code: 2 - 10 Digits



Menu 7 - Class of Service Profile
Class of Service: 1

Name: INTEGRATED STANDARD Number of Mailboxes: 214

Personal Greeting: 1 - One Greeting OctelNet Priority Level: 0 - No Access
Extended Absence Greeting Allowed: Y NameNet Entry Type: 0 - Usage-based
Max Greeting Length (min:sec): 0:02:00 Type of AMIS Networking: 0 - None
Ext. Absence Grtg. Blocks Message: N Forwarding Control: N - Sys. Mgr. Only
Force Personal Greeting: Y Forwarding Network Messages:
1 - Retain Network FMF Messages
Max Message Length (min:sec): 0:04:00 Send Messages: 1 - System-Wide Allowed
Max Messages (total): 25 Send Bulletins: N
Max Future Delivery Messages: 10 Future Delivery up to (days): 30

Days New Messages Kept: 18 Fax Messaging Code: 0 - No Fax
Days Saved Messages Kept: 14 Max No. of Fax Pages: 0

-Continued-





Menu 7 - Class of Service Profile ( page 2 )
Class of Service: 1

Type of Outcalling: 3 - Long Distance Max No. of Group Lists: 15
Outcall Control: 3 - Full User Control Number of Destinations per List: 25
Notification Failure Message: Y Access to System Distribution Lists: Y

Access Security: 0 - Disallowed Msg Locator: 1 - Locate Messages Sent
Days Until Password Change: 999 Home/Guest Mailboxes Allowed: N
Skip Password on Direct Call: N Restart Allowed (Types 51,53,54): Y
Limited Caller Access: N Dial-by-Name Enabled: Y
Easy Access via Telephone Answering: N AT&T Msg Waiting: N

Auto Play: N Date and Time Playback: 2 - User Control
Application Access: 0 - None Remove Introduction: Y
Deletion Warning: 1 - No Warning Call Sender: 0 - Not Allowed
Client Access Licenses: N Realtime Network Notifications: N
Direct Application Access: N NameSend Capability: Y




Menu 9 - Change Mailbox Profile
Number: 4843 Mailbox Type: 0 - Voice Messaging
Mailbox Number: 4843 Application Mailbox:
Mailbox Name: Matally,Wardle Community No.: Group ID:
Department: 07613 Express Address:
Subscriber's Extension: 4843 Alias Address:
Attendant Destination: 6140 Extension Mailbox:
Calling Group: 1 Attendant Schedule: 2
Class of Service: 1 After Hours Mailbox:
Outcalling Auth. Code: Forwarding Destination Node:
Outcall Phone No.: 5058815 Forwarding Dest. Mailbox:
Pager Type: 0 - No Paging Int. Link Number: 1
Caller Prompting: 1 - Full Tel. Ans. Language 1: 1 2: 3:
Message Waiting Allowed: Y EMAIL Access: 0 - None
Mailbox Lang.: 1 - American Eng (Mar) Mailbox VPMOD ID: WFB
New Temporary Password: Fax Cover Sheet Type: 0 - None
Unheard Message Reminder: N
Bulletins 1: 2: 3: 4: 5:

 

[KenMeans]

Well everything looks the way it should be so it may be some software problem that TAC needs to look at. does the outcall to pager work?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[KenMeans]

you said that you had unpluged the cable from the test system. the system will not even try to outcall on a line type 145 if the cable is not pluged in as it sees that it has no ports to use.

Are you sure you have everything turned on in menu 16 for online cdr?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[WideTrac]

CDR has everything turned On
I worked with the PBX tech yesterday and found that they are using TN754 circuit packs and that will cause integration issues. They are dispatching a tech today to change all ports to a TN754B.
If that is not what it is then I have suggested upgrading the system to 3.11, that would solve any software issues.
This has been a good one, but I like hard ones some times, makes the day's go faster and we learn more.

 

[KenMeans]

I don't think that the 754b will change anything. have you tried setting up the outcall to an ext number just to see if it will call it?

If you never see anything in online cdr then something in the system is not letting it outcall or it thinks it can't outcall.Or it thinks the user is not allowed to.

Wish i had a better answer

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[WideTrac]

I have setup a test mailbox with my cell number in it which is long distance. Left a message and it did not outcall and nothing on the CDR. I performed a loopback test and the system outcalled to my cell, CDR showed the Sieze Line. I performed a dialtone test and can see the events in the CDR also.
Have ran Validity test and drive test and all past.

Keeping on Trucking until issue solved >>>>

 

[WideTrac]

Update:
Customer has not returned calls so we are still on-hold with the suggested software upgrade. They have not dispatched a tech to change the TN754 which may not fix this issue but is suggested by Avaya and they have the circuit pack available on the switch.

 

[KenMeans]

Well this is an odd one

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[WideTrac]

Yep it is, a very odd one to say the least. I have had a couple other techs look at it also and it all leads to the Octel not even knowing it can or needs to outcall.
The end user did change out the TN754 to a "B" series but as suspected did not solve the issue. The Octel just will not outcall or even try too thru the mailboxes.
My concern is that even if we reload the software it is most likely in the configuration area of the system and the load will not solve the issue. The last resort is to backup, init the system and reload from tape to see if that works and hopefully the backup does not transfer the issue with it.
Can't wait until the bug is found and killed
This will be a good one for the tech data base

 

[kxboy]

Try setting the outcall an paging column to "n" for ports 1A to 1F, then monitor port 1G to see if it will outcall.

Also,on some Octel systems, there is a feature called community port restriction. If you have that, and it is enabled, you must assign every mailbox to a comunity, and have a port defined in each community for outcalling to work.

 

[WideTrac]

Tried setting ports to "N" and watched port set to "Y" but no attempts made and no trace activity on that port.
The system does not have a community setup.
This has to be a configuration issue or the system thinks it has something set and really is not.
No errors on system. I can even tale out the outcall phone number in the mailbox and the system does not give an error, and it should for sure state that there is no outcall number setup.
Go Figure?

 

[Duaneness]

After reading through this post, I don't see any mention of you dialing into the mailbox, turning on notification, and setting a schedule.(Or maybe I missed it....).

Have you done that?

- Duaneness

 

[WideTrac]

Yep, Schedule was setup on the users mbx and I also have created a test mbx and setup the schedule 1.
I have sent regular and urgent messages but nothing outcalling.
At this point I am sure it has to be in the software pointers. Something has changed or was changed by whomever. The system does not even know it can outcall so it never tries too.
Next step is to set the EB and toggle all features, etc.
Will it work?
Stay Tuned )

Oh I LOVE my job!