I have a customer who has the latest version of VM Pro & 406V2 with 3.2 (54). The customer states that every once and a while a caller will call into his system from the outside (he has had this happen to himself as well) and when the auto-attendant answers it will replay itself a couple of times before continuing. For example "Hello, you have reached . . . . Hello, you have reached . . . Hello, you have reached xyz company". Anybody have any thoughts on this? My guess it is hardware related somewhere - i.e. memory/NIC - but I'm not sure if there were any technical issues with this version & issue.
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VM Pro AA Greeting replays in a loop
- Thread starter BURLYMAN
- Start date
I have had this happen with poor quality analog trunks. Run Debug View and see if the system is detecting DTMF tones when none are being entered.
Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
ACE Implement: IP Office
"If it worked the way it should you wouldn't need me
Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
ACE Implement: IP Office
"If it worked the way it should you wouldn't need me
In the AA menu, uncheck allow prompt to be interupted by tones. This will stop DTMF reception while the menu plays. I believe the touch tones, wait for X seconds for key press timer allows DTMF to be recieved then after the prompt.
This would be to test only, the AA prompt could be intermittently being interpreted as DTMF, some voices do that. If it is from the lines static/whatever being interpreted as DTMF as kholliday says they will still do it after the prompt plays.
If the lines only do this in the first few seconds after connecting, another menu slipped in with no touch tone entries allowed, no dtmf allowed to interupt prompt, and a prompt that says the first few seconds of your AA greeting timed out to go to the next menu to play the rest of your AA greeting, might be a quick dirty fix.
Also, set up a short code to go to the AA, and see if it happens from an internal call as well, if so, it is not the lines.
This would be to test only, the AA prompt could be intermittently being interpreted as DTMF, some voices do that. If it is from the lines static/whatever being interpreted as DTMF as kholliday says they will still do it after the prompt plays.
If the lines only do this in the first few seconds after connecting, another menu slipped in with no touch tone entries allowed, no dtmf allowed to interupt prompt, and a prompt that says the first few seconds of your AA greeting timed out to go to the next menu to play the rest of your AA greeting, might be a quick dirty fix.
Also, set up a short code to go to the AA, and see if it happens from an internal call as well, if so, it is not the lines.
- Thread starter
- #4
Thanks for all your help. This all makes sense to me - unfortunately it is not a situation where I can repeat the issue since it happens out of the blue for no apparent reason. I have the customer attempting to document such things as where the call was coming from (i.e. Cell phone, local call, remote call, etc...) I will test and see what happens (if anything!)
Try this, sounds like the loop starts after only a few seconds of the AA?
1 re-record AA
or
2 If the lines only do this in the first few seconds after connecting, another menu slipped in with no touch tone entries allowed, no dtmf allowed to interupt prompt, and a prompt that says the first few seconds of your AA greeting timed out to go to the next menu to play the rest of your AA greeting, might be a quick dirty fix.
If 1 stops the issue, it was probably the voice prompt simulating DTMF.
If 2 stops it, it was probably??? the lines if 1 did not stop it.
1 re-record AA
or
2 If the lines only do this in the first few seconds after connecting, another menu slipped in with no touch tone entries allowed, no dtmf allowed to interupt prompt, and a prompt that says the first few seconds of your AA greeting timed out to go to the next menu to play the rest of your AA greeting, might be a quick dirty fix.
If 1 stops the issue, it was probably the voice prompt simulating DTMF.
If 2 stops it, it was probably??? the lines if 1 did not stop it.
- Thread starter
- #6
I will be testing each of these. I just did some testing and found that if I call in on line 1 (an analog line provided from the service providers Adtran IAD) I get mixed results. I call from my cell phone 10 times and 2 of the times it repeated on my. I call from another land-line phone and it happened a couple of times as well. It does not happen every time.
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