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digit not transmitting on IVR

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msk69

msk69

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Hi, it is CM/SM/SMGR 8.1 with all SIP phones J129. When a user dials any call Centre and using an automated voice menu he generates a 4 digit TPIN, some times the user gets an invalid pin and some times PIN gets accepted but this accepted never works when he try to use this pin to draw money from ATM. An old avaya also installed at the same site and is on CM release 5 and having digital phones. The user of old avaya are facing now issue while generating a PIN by dialing out a any call center IVR. When i trace station of new CM it shows the correct PIN but it never accepted by IVR and rejected.

What i am missing??
 
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The user of old avaya are facing now issue while generating a PIN by dialing out a any call center IVR. I think you mean ‘no issue’?



Freelance Certified Avaya Aura Engineer

 
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Have you looked at the IVR logs, or captured the IVRs PCAP on input? I'm assuming this is an IP based IVR. If it's not, how is it trunked?

 
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Yes old avaya users facing no issue...It is Genesis IVR. They are saying it is new Avaya fault as old avaya user working well.
 
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I’d focus on the payload-type on the SIP signaling group as well as the Payload Type on the trunk group and ask Genesis if the have info abiut the needed settings. The fact that CM5 worked does not say it was better. CM,6,7 or 8 could have fixed an old issue that made this wotk on CM5.



Freelance Certified Avaya Aura Engineer

 
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Thanks for the help.

Can you please be more specific regarding the Payload setting, i mean what should be set to avoid the same issue? Is there anything else in the CM/CM configuration we should review to resolve the issue?
 
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We normally use 101 over here. I’d give it a try!

Freelance Certified Avaya Aura Engineer

 
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OK and thanks. Let me check.

Regards
 
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