The Timeout Event And The Call Divert Fail

[Toreandre]

Hello,

We have a problem with the call divert

 

The switchboard we use is a POLARIS 10/14 of the ESSE-TI

The telephone card we use is a dialogic Dc4pciu

The card is connected to 2 numbers of the switchboard

We don’t have any TAPI connection with the switchboard

 

When we receive a phone call, the voice guide script answers and asks to make a choice;

ex: if we dial 3, the call is transferred to the connection required

In this option I have used an “PBX Blind transfer”. The phone called is diverted but the voice guide doesn’t mind if the number required is answering or if it is busy

 

I have learned from “help” that in order to use the timeout and the fail event we need to use the “PBX Announced Transfer”.

I have set it and I worked out that in a timeout event of 10, it goes to voicemail box but if the number is busy, means we are on a fail event, the phone call is diverted to a new voice guide that asks to make a choice between waiting on line or leaving a message

 

I make the phone call, the Voice guide script answers, I dial the connection required, the phone call is diverted;

If the number answers and dials 1 in order to accept the phone call , it works.

But if the number doesn’t answer, I hear the waiting music of the switchboard, the voice guide goes on with the script, but I keep on listening to the music for almost two minutes and the script starts all over again.

If the number is engaged, the voice guide script doesn’t connect with the fail and after two minutes the script starts all over again.

If the connected number when answering dials a number different from 1, the phone call is not accepted , and the person has called hears the music and even in this case nothing happens except that after 2 minutes the script starts all over again.

 

We called The REDCO, the company that gives the assistance to the dialogic card.

We configured on the telephone card the switchboard tones, but nothing really happens.

 

We would like to know what sort of switchboard you advise , considering we are going to change it, so if we have similar problems you already know the software configuration of the new switchboard and the configuration of the card and of the switchboard.

 

Thanks a lot

waiting on an early reply

 

 

Davide Germoni

Microsoft Certificated System Administrator.

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the problem, this will allow us to see what is going wrong.

(When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.)

[Toreandre]

Here we are

Log_Pbx_Announced_transfer.txt

[SupportTeam]

Was this a trace for a situation where the destination number did not answer the transferred call? did the original caller get to leave a voicemail message or did they end up being 'on hold' all the time?

 

I note that you seem to be using v5.2.2 of VoiceGuide - can you please update to v5.2.3 (from our WWW), the do the transfer again and post the trace.

 

When you transfer calls manually on this PBX, how do you retrieve the call 'on hold' - does the PBX just need the hookflash or is something else needed to retrieve the call?