Voiceguide 7 + D4Pciu4Sew + Alcatel Oxe (Release 5)

[lucasklos]

Hello Support Team,

We are facing the next situation and we really appreaciate any help.

The PBX we are using is an Alcatel OXE (Release 5).

 

1. Our new IVR system consists of a stand alone PC with a Dialogic D4PCIU4SEW card installed.
2. 4 Analog lines (assigned numbers 18901, 2, 3 & 4) from the telephone system are hardwired to the above card (These lines are included in a hunting group [assigned number 18900]).
3. When calling any of these 4 lines from a telephone, the software on the PC answers the call and by voice prompt requests the user to respond by pressing keys on the telephone.
4. The PC is expecting to receive DTMF tones when the user presses keys on the phone .
5. When connecting from an analog telephone the system works correctly.
6. When connecting from a digital phone the process does not work.
7. This problem exists when calling the hunting group number (18900) and also exists when calling the individual lines (18901, 2, 3 & 4).

 

Please let me know if you need more information or details.

Best regards

[SupportTeam]

5. When connecting from an analog telephone the system works correctly.

6. When connecting from a digital phone the process does not work.

 

By 'digital phone' you mean a digital extension on the PBX, correct? And by 'analog phone' you mean an analog extension on the PBX?

 

Is the PBX set up to forward external incoming calls to the IVR (if a particular number is dialed)? Do all these external incoming calls work OK?

 

How will the system be used in future, will it be used to mainly handle external incoming calls, or will regular users of this IVR system be dialing into this IVR from the PBX's digital extensions as well?

 

Ultimately the PBX needs to be configured so that the keypresses on the digital extensions result in DTMF tones being played.

 

You can set up a simple script that just records after call is answered, and then place test calls into system from the various telephones. When recording starts say from where the call is made and then press keys 0-9, *, # and then say something again after the 12 keys are pressed.

This will give you the recording of what the Dialogic card hears on the various calls.

These recordings can then be passed onto the PBX Administrator to show them that the PBX is not sending the DTMF tones properly in certain situations.

[lucasklos]

Hello,

Sorry About the delay on your questions.

 

 

By 'digital phone' you mean a digital extension on the PBX, correct? And by 'analog phone' you mean an analog extension on the PBX?

 

Yes to both.

 

 

Is the PBX set up to forward external incoming calls to the IVR (if a particular number is dialed)? Do all these external incoming calls work OK?

 

The call are mainly internal calls. This set up is onboard a ship (where we found this problem) but also, call are forwarded via a satellite to the ship. This "external" calls work perfectly.

 

We are in the process of getting the tests you mentioned.

 

The PBX team is having problems with this configuration (apparently the software version used doesn't allow this configuration of generating DTMF :/ )

 

Will keep you posted with the tests results.

Best regards,