VM Pro V5 Disconnect Queued Call 1

[IPmonkey]

I have a customer who has had a professionaly recorded queued message.
It Plays:-
Lines are busy
press 1 - to continue to hold (works ok)
press 2 - to leave a message (works ok)
press 3 - to hang up (queue's call)

I have tried the Disconnect action, routing the call to a barred shortcode and can't for the life of me get the call to disconnect, does anybody have any ideas?

 

[Bas1234]

Tick the timeout option and let that goto a disconnect.

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It works! Now if only I could remember what I did...
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[IPmonkey]

Bas1234,

Tried that and the call still queue's.

any other ideas?

 

[kholladay]

I don't have the answer (unless it is an analog trunk and you're having some form of disconnect clear issue).

But I really want to know. Do you really give callers the option to press a button to disconnect? If they wanted to disconnect wouldn't they just hang up? "To disconnect please hang up now" perhaps? Do callers get stuck on the phone because they have managed to learn how to make a call but not disconnect? Or is this some sort of IVR thing where you are trying to drop a switch-to-switch trunk?

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

 

[IPmonkey]

Hi Kyle,

no its on Isdn lines not analogue and no IVR is involved.

I know it would be easier to get the message re-recorded.

The main reason for me trying to get it to work is due to the customer having had the message recorded professionaly stating "or press 3 to hang up" & me being the engineer tasked with implementing it, but not quite managing it yet.

 

[kholladay]

I get what you are trying to do I just wanted to know if customers really requested things like that. Seemed a bit silly.

Would love to know if this turns out to be a bug. Perhaps I'll get a chance to test it out in-house this weekend.

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

 

[tlpeter]

Make a new module and put the disconnect action in it
Then drag the module to option 3

Try and see if that makes a difference
There are actions that can not be used in a queue

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

 

[IPmonkey]

tlpeter,

already tried routing option 3 to another module, but that don't work either.

Do you have a list of the actions that can't be used in a queue?

 

[kholladay]

OHHHH!!!!!!!!!!!!!!!!

I guess had I read a bit I would have realized that you were already in Queue when you played this.

Transfer it to a short code of "Clear Call"

*52
Clear Call


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

 

[IPmonkey]

Hi Kyle,

You got it, I just tested it using the transfer to short code of "clear call" and it hangs up the call.

A star for you and a big thank you.

Cheers

Gaz

 

[kholladay]

Thanks for the star. Sorry I didn't pay enough attention to the fact that the call was already in queue to start. The whole "press 3 to hang up" threw me for a loop there.

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

 

[janni78]

The thing is that the "Disconnect" function doesn't do anything, it's more to see what supposed to happen visually.

If you make a module the call can't go anywhere else so it's disconnected, but in a queue the call remains in que even though you put a disconnect in the message.

I had a ticket with Avaya about this a year ago and got the answer "Design intent" =)

 

[TaureanDragon]

When Playing out Queue Announcements, the caller is still in the queue to the targeted number. Therefore I would suggest the Voicemail is effectively conferenced into the call to play out the announcement. When Hanging up the Voicemail it is actually clearing its connection to the conference. This is probably also true when doing call records.
Accepting the issue of unsignalled analogue lines, when connected directly to the voicemail, eg on an Auto attendant, leave mail, collect mail, then the disconnect drops the voicemail connection, and assuming the signalling is all in place the caller.

 

[kholladay]

Disconnect does to do something. It disconnects you from VOICEMAIL. Which you shouldn't assume would also disconnect you from the IP Office. In the case of queuing there is still another internal party connected to the call, as alluded to by TaureanDragon. So in this case the Disconnect action did exactly what it should have. It dropped voicemail out of the call leaving the two original parties (queue and caller) intact.

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

 

[janni78]

Well, it will disconnect you from Voicemail even though you end the callflow without a Disconnect so guess the discussion wether it does something or not is rather pointless....

 

[kholladay]

Think of it more like closing your database connection when you use SQL. It isn't absolutely necessary but it is always a good idea.

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

 

[janni78]

That would be the same if there was a timeout before it close down the VM connection...

Guess we can at least agree on that using Disconnect in a queue message wont disconnect the call from the PBX.

Then if you use Disconnect just for visally explaining what happens or if you believe that the function actually doing something useful doesn't really matter until the day Avaya decides to make all the calls stick in VM until it gets a Disconnect or a Transfer action, although thinking of it, that day could come...