play message for specific DID/DDI 2

[JesusMC]

I'm running IP500 4.1 with VMpro 4.1(42). I have several 800 numbers that all get routed to one hunt group. But now, we have a case where we'd like to play a different message to particular 800 number while they are in the queue and right before they can record a voicemail.

First thing I tried was setting a condition: True If $DDI is Equal to ### where ### is the 3 digit incoming call route set in the Manager 6.1(15). But when I tested it, it always came up false.

I then tried putting a variable routing action. That didn't work either.

So then I just tried to set a call route that would tell me the DDI just so I could see if I was just putting in the wrong number. But I never heard what the DDI was. (Though, I may not have set the call route correctly to have it read back to me.)

It seems to me that VMPro is not capturing the DDI number. Would there be any settings or license that would prevent me from capturing the DDI?

Jesus*MC*

 

[JesusMC]

-amriddle01
yes, it's a national gas station chain. We distribute a few items the sell in the store. They call in to place orders.

-Notsetinstone
I agree. I'm trying to learn as well. Not just for now, but for future jobs I may work for.

I've got the Avaya IP office 500 4.1(15) using manger version 6.1(15). We also have an IP400 module that provides us with 8 analog lines for faxes. VMPro 4.1(42) is running on a WinXP box. We have 3 Adtran Netvanta 1224ST PoE switches and one Cisco PoE switch which I'm not sure of the model. (if I left anything out let me know)

I'd like to avoid setting up another hunt group. Outside of that I'll try anything to make it route this one customer to a different message. I'm not dead set on using the variable call route action.

I tried kholladays suggestion of renaming the prompts. Either I didn't follow instructions well, did something wrong or it is just not seeing the DDI.

Jesus*MC*

 

[Notsetinstone]

So everyone dials the same 800 number and the 800 number goes to a local number or is it DNIS? HOW ARE YOU GETTING THE STEERING DIGITS!

 

[JesusMC]

It's DNIS. I haven't called the provider to find out exactly how many digits are being sent. I am assuming I can use the three I know and a wildcard to pick up the rest.

Jesus*MC*

 

[tlpeter]

Use monitor to see what you get
Then use that number


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[kholladay]

Load up Monitor and select Filters>Trace Options. CLick the ISDN tab and enable "Layer 3 Receive" under packets then make a test inbound call. You should get something that looks like this:

1593470122mS ISDNL3Rx: v=13 peb=13
ISDN Layer3 Pcol=08(Q931) Reflen=2 ref=164C(Remote)
Message Type = Setup
InformationElement = BearerCapability
0000 04 03 80 90 a2 .....
InformationElement = CHI
0000 18 03 a1 83 83 .....
InformationElement = FAC
0000 1c 1d 9f 8b 01 00 a1 17 02 01 01 02 01 00 80 0f ................
0010 49 4d 41 47 49 4e 45 20 54 45 43 48 4e 4f 4c BLAH COMPANY
InformationElement = CallingPartyNumber
0000 6c 0c 20 80 37 32 30 32 30 30 36 37 30 30 l. .7205551212
InformationElement = CalledPartyNumber
0000 70 05 80 33 39 38 31 p..3981

This last part "InformationElement = CalledPartyNumber" is the information being sent to you by the provider for the DDI/DID. In this case 3981. What do you see when you do this?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[kholladay]

Also in my solution posted on the web site. If you use a Leave Mail action instead of a voice question and use greeting$DDI.wav as the Entry Prompt it will play the first greeting to the callers where a file matching the greeting$DDI exists and then play the standard greeting for the mailbox as you requests. If the file does not exist it will play the standard greeting only.

If that is what you want I would say that Notsetinstone was correct, all you need is a Leave Mail action, you do not need the Menu followed by the Voice Question. The only reason to do it that way is if you want to avoid playing the 2nd, standard, greeting for the mailbox.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[JesusMC]

Thanks for mentioning the monitor. I forgot about that tool. It is sending a 3 digit number.

I created a test module and routed one of our 800 numbers that no one calls anymore. I the only items in the module are the start point and the Leave Mail action. On the entry prompt tab, I added 'greeting$DDI.wav as the first file and StandardGreeting.wav as the second. In the folder were these reside I created a greeting860.wav. When I called it only played the standard greeting.

Did I set it up wrong?

Jesus*MC*

 

[IPOfficeIreland]

@JesusMC - that is why I said CLI won't work, too many possible callers to same DDI.

Both options are viable - greeting$DDI and Variable Routing but your problem still lies with the incoming digits.

Can you do as Peter and Kyle say and run monitor, post the trace for the particular DDI you are calling.

 

[kholladay]

You may also want to run DbgView (I like 1.0 but you can use 1.1 if you prefer) you can download here:

http://www.ipofficehelp.com/FreeFiles/dbgview.zip

Look for these:
Session: 00000072 - DDI Number: 1212

and

04/11 16:09:49.199 vmprov5s (02,6) ab8, d4: Session: 00000072, Substitute (Greeting$DDI) -> (Greeting1212)

In this case the provider is sending 1212 as the DID. So you can see in DbgView that the system does a "Substitute" of Greeting$DDI -> Greeting1212. You may need to turn the traces on the VM Pro service in DbgView to 8 or 9.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[JesusMC]

Used version 1.0. I placed the call from my cell and was able to find the call in the debug view. Here are the two lines that you asked me to find.

Session: 00002a0f - DDI Number:
Substitute (Queue$DDI) - (Queue)

It seems that the DDI is not being passed on this call. Could it be because I'm sending this test call to a module via a short code instead of setting the destination to the group?

Jesus*MC*

 

[IPOfficeIreland]

that was going to be my next question :

how are you getting the call to voicemail
send the call direct to the module
VM:ModuleName

 

[JesusMC]

Module is named Test123 so in Incoming call Route I set the Destination to 'VM:Test123' and it still did not pass the DDI to the VM Server.

Could any of my hardware (switches, routers firewalls or media changers) block the information from getting to the server. I never mentioned that my network is running Novell Netware. Could my BorderManager Server (software firewall) be blocking it from getting passed?

Jesus*MC*

 

[kholladay]

You are correct the DDI information is not being passed to VMP. Where is your Monitor log with the ISDNL3Rx?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[JesusMC]

Not sure how much is needed, but here is all the stuff that had my number in it.(changed my number to xxxxxxxxxx)

2595743396mS CMLineRx: v=10
            CMSetup
            Line: type=Q931Line 10 Call: lid=10 id=195199 in=1
            Called[860] Type=Unknown (0) Reason=CMDRdirect  SndComp Calling[xxxxxxxxxx] Type=Unknown Plan=Default Pres=Allowed (0) 
            BC: CMTC=Speech CMTM=Circuit CMTR=64 CMST=Default CMU1=ULaw
            BChan: slot=4 chan=53
            IE CMIERespondingPartyNumber (230)(P:0 S:100 T:0 N:100 R:4) number=xxxxxxxxxx
            IE CMIEDeviceDetail (231) LOCALE=enu HW=8 VER=4 class=CMDeviceT1Trunk type=0 number=10 channel=20 rx_gain=32 tx_gain=32
2595743396mS CD: CALL: 10.195199.1 BState=Idle Cut=1 Music=0.0 Aend="Line 10" (4.53) Bend="" [] (0.0) CalledNum=860 () CallingNum=xxxxxxxxxx () Internal=0 Time=2 AState=Idle
2595743397mS CMCallEvt:    10.195199.1 46881 T1 Trunk:10 CHAN=20: StateChange: END=A CMCSIdle->CMCSDialInitiated
2595743397mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: LOOKUP CALL ROUTE: type=0 called_party=860 sub= calling=xxxxxxxxxx dir=in complete=1 ses=0
2595743397mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: SET BESTMATCH: length 0 vs -257940880 match= dest=*23
2595743397mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: SET BESTMATCH: length 3 vs 0 match=860 dest=VM:Test123
2595743398mS CMCallEvt:    Priority hike: call 46881 priority 0->1
2595743398mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: LOOKUP INCOMING CALL ROUTE: calling party is xxxxxxxxxx. Matched profile  Destination VM:Test123 
2595743398mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: ADD TARGET (N): number=VM:Test123 type=0 depth=1 nobar=1 setorig=1 ses=0
2595743398mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: ADD VOICEMAIL TARGET
2595743399mS CMCallEvt:    0.195201.0 -1 BaseEP: NEW CMEndpoint f58013d4 TOTAL NOW=13 CALL_LIST=6
2595743399mS CMTARGET:     0.195201.0 46881 RAS.0: ADD PRIMARY
2595743399mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: ADD VOICEMAIL TARGET: SUCCEEDED
2595743399mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: INITIAL TARGETING SUCCEEDED
2595743399mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: GetNoAnswerTimer:15
2595743400mS CMCallEvt:    10.195199.1 46881 T1 Trunk:10 CHAN=20: StateChange: END=A CMCSDialInitiated->CMCSDialled
2595743400mS CMLineTx: v=10
            CMProceeding
            Line: type=Q931Line 10 Call: lid=10 id=195199 in=1
2595743400mS CMCallEvt:    0.195200.0 46881 TargetingEP: StateChange: END=B CMCSIdle->CMCSOffering
2595743401mS CMCallEvt:    0.195201.0 46881 RAS.0: StateChange: END=T CMCSIdle->CMCSOffering
2595743401mS CMExtnEvt:    RAS: CMExtnHandler::SetCurrent( id: 0->195201 )
2595743401mS CMExtnTx: v=RAS, p1=0
            CMSetup
            Line: type=RAS 1 Call: lid=0 id=1008 in=0
            Called[Test123] Type=Voicemail (102) Reason=CMDRX_Attendant  SndComp Calling[xxxxxxxxxx] Type=Unknown Plan=Default Pres=Allowed (0) 
            BC: CMTC=Speech CMTM=Circuit CMTR=64 CMST=Default CMU1=ULaw
            BChan: slot=21 chan=9
            IE CMIERespondingPartyNumber (230)(P:0 S:100 T:0 N:100 R:4) number=xxxxxxxxxx
            IE CMIEDeviceDetail (231) LOCALE=enu HW=8 VER=4 class=CMDeviceT1Trunk type=0 number=10 channel=20 rx_gain=32 tx_gain=32
            IE CMIEIcrPriorityDetail (239) Priority = 1
            Display [xxxxxxxxxx>Test123]
            Tag type=Text flags=0x1 [ShopKo.] [0x53 0x68 0x6f 0x70 0x4b 0x6f 0x00 ]
            Timed: 05/11/08 12:12
            Locale: enu
2595743402mS CMMap: a=21.9 b=1.254 T
2595743403mS CMExtnRx: v=RAS, p1=0
            CMConnect
            Line: type=NoLine 0 Call: lid=0 id=-1 in=0
            IE CMIERespondingPartyName (228) Test123
            IE CMIERespondingPartyNumber (230)(P:100 S:100 T:102 N:100 R:4) number=Test123
            IE CMIEDeviceDetail (231) LOCALE=enu HW=8 VER=4 class=CMDeviceVoicemail type=0 number=0 channel=9 rx_gain=32 tx_gain=32
            Tag type=Text flags=0x1 [ShopKo.] [0x53 0x68 0x6f 0x70 0x4b 0x6f 0x00 ]
2595743403mS CMCallEvt:    0.195201.0 46881 RAS.0: StateChange: END=T CMCSOffering->CMCSConnReq
2595743403mS CMCallEvt:    0.195200.0 46881 TargetingEP: RequestEnd 0.195201.0 46881 RAS.0
2595743403mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: CancelTimer CMTCNoAnswerTimeout
2595743404mS CMExtnEvt:    v=1008 State, new=Connected  old=Idle,0,0,RAS
2595743404mS CMCallEvt:    10.195199.1 46881 T1 Trunk:10 CHAN=20: StateChange: END=A CMCSDialled->CMCSOGConnReq
2595743405mS CMLineTx: v=10
            CMConnect
            Line: type=Q931Line 10 Call: lid=10 id=195199 in=1
            BChan: slot=21 chan=9
            IE CMIERespondingPartyName (228) Test123
            IE CMIERespondingPartyNumber (230)(P:100 S:100 T:102 N:100 R:4) number=Test123
            IE CMIEDeviceDetail (231) LOCALE=enu HW=8 VER=4 class=CMDeviceVoicemail type=0 number=0 channel=9 rx_gain=32 tx_gain=32
            Tag type=Text flags=0x1 [ShopKo.] [0x53 0x68 0x6f 0x70 0x4b 0x6f 0x00 ]
2595743405mS CMLineRx: v=10
            CMConnectAck
            Line: type=Q931Line 10 Call: lid=10 id=195199 in=1
            BChan: slot=4 chan=53
2595743405mS CMCallEvt:    10.195199.1 46881 T1 Trunk:10 CHAN=20: StateChange: END=A CMCSOGConnReq->CMCSConnected
2595743405mS CMTARGET:     10.195199.1 46881 T1 Trunk:10 CHAN=20: ~CMTargetHandler
2595743406mS CMCallEvt:    0.195201.0 46881 RAS.0: StateChange: END=B CMCSConnReq->CMCSConnected
2595743406mS CMExtnTx: v=RAS, p1=0
            CMConnectAck
            Line: type=RAS 1 Call: lid=0 id=1008 in=0
            BChan: slot=21 chan=9
2595743407mS CMCallEvt:    0.195200.0 -1 TargetingEP: StateChange: END=X CMCSOffering->CMCSDelete
2595743407mS CMCallEvt:    0.195200.0 -1 BaseEP: DELETE CMEndpoint f5806ff4 TOTAL NOW=12 CALL_LIST=6
2595743408mS CD: CALL: 10.195199.1 BState=Connected Cut=3 Music=0.0 Aend="Line 10" (4.53) Bend="Test123(Test123)" [VoiceMail] (21.9) CalledNum=Test123 () CallingNum=xxxxxxxxxx () Internal=0 Time=14 AState=Connected
2595743410mS CMMap: PCG::MapBChan pcp[136]b1r0 cp_b f5a32cb8 other_cp_b 0 type CGTypeSimple
2595743410mS CMMap: PCG::MapBChan pcp[41]b1r0 cp_b f5a8b638 other_cp_b f5a32cb8 type CGTypeSimple
2595743410mS CMMap: a=4.53 b=21.9 M1
2595743412mS CMLineRx: v=10
            CMConnectAck
            Line: type=Q931Line 10 Call: lid=10 id=195199 in=1
            BChan: slot=4 chan=53
            IE CMIERespondingPartyNumber (230)(P:0 S:100 T:0 N:100 R:4) number=xxxxxxxxxx
            IE CMIEDeviceDetail (231) LOCALE=enu HW=8 VER=4 class=CMDeviceT1Trunk type=0 number=10 channel=20 rx_gain=32 tx_gain=32
2595743643mS RES: Wed 5/11/2008 12:12:17 FreeMem=77680852(21) CMMsg=7 (9) Buff=200 966 998 7135 3 Links=15324

Jesus*MC*

 

[kholladay]

Do you have a user or hunt group named Test123 as well as a module with the same name?

It looks as if you are matching 860 "match=860 dest=VM:Test123" Can't say why that information isn't moving over to VMP.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford