Call Transfer Behind Nortel Ksu

[Guest Sean]

Greetings all --

 

I am running into a couple of small problems... I am very impressed with the Voice Guide software, but I am having issues getting it to work how I want it...

 

Here's what I have:

 

Nortel MICS KSU w/ 8 voice lines

Two ATA/2 Analog adapters to run the voice modems

Two Creative Labs Voice Modems

 

Here's what we've been doing in the past:

 

We have a help desk located outside of our office, we have been using the voice mail system to transfer calls to our help desk by using another line on the KSU and essentially "conferencing" the two parties together.... We are running into two problems with this scenario... We have (on many occassions) run into problems where if four people call into the help desk, *ALL* of our lines are taken (because it uses a second line for each call)... The second problem that is through the translations in the phone KSU and voicemail system, there is a lot of loss of sound and it is sometimes hard to hear the other party...

 

Here's what I want to be able to do:

 

When someone dials into the help desk, have Voiceguide simply answer the phone, say "Please hold while your call is connected", flash the line on the and dial a transfer code, the immediately drop the call...

 

Here's my problems:

 

If anyone is familiar with Nortel KSU's and the ATA/2 adapters, you will know that in order to transfer a call on an ATA you have the flash the line, then dial *70 (or *71 for host signaling) + 9,phone number..... I am having mega problems getting the link times to work correctly with my KSU and/or carrier... I have included a debug log and I think I see the problem, but I am not sure where to edit the settings for the link times...

 

Also, does Voice guide have problems with dialing the "*" key?

 

192721.66 0 Script Load C:\Program Files\VoiceGuide\Scripts\more sample scripts\AutoAttendant\AutoAttendant.vgs

192721.66 0 Loaded Script Id 3: C:\Program Files\VoiceGuide\Scripts\more sample scripts\AutoAttendant\AutoAttendant.vgs

192721.66 0 Erasing Script (new loaded) Id 1

192736.29 0 callstate OFFERING 65799 0 4

192736.30 0 Answer the call at 1/6/2005 7:27:36 PM

192736.30 0 lineAnswer(65799) => 66055

192736.30 0 ring 1

192736.30 0 callstate ACCEPTED 65799 0 0

192737.23 0 tapi Reply (LineEvReply) ok 66055 0

192737.23 0 callstate CONNECTED 65799 0 0

192737.23 0 callstate CONNECTED 65799,0,0

192737.23 0 WorkingModeTAPI@Connected=

192737.23 0 WorkingModeScript@Connected=

192737.24 0 Inband detection not enabled

192737.24 0 StartLoadedVgs at 1/6/2005 7:27:37 PM

192737.24 0 AddRVns [scriptsPath]{C:\Program Files\VoiceGuide\Scripts\more sample scripts\AutoAttendant\}

192737.24 0 AddRVns [scriptPath]{C:\Program Files\VoiceGuide\Scripts\more sample scripts\AutoAttendant}

192737.24 0 rv add [$RV_STARTTIME]{1/6/2005 7:27:37 PM}

192737.24 0 rv add [$RV_DEVICEID]{0}

192737.26 0 rv add [$RV_CIDNAME]{}

192737.26 0 AddRVns [PathApp]{C:\Program Files\VoiceGuide\}

192737.26 0 rv add [$RV_CIDNUMBER]{}

192737.26 0 timer clear

192737.26 0 [Welcome] Number Input

192737.26 0 [Welcome] Playing ()

192737.26 0 ScriptEventCode 8001 iLineState=1300

192737.27 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

192737.27 0 timer set 2 EV_TIMEOUT_REPLAYMSG

192739.41 0 timer fired EV_TIMEOUT_REPLAYMSG

192739.41 0 ScriptEventCode 9005 iLineState=1301

192739.41 0 LsGetNbrsRxDigits EV_TIMEOUT_REPLAYMSG

192739.41 0 [Welcome] Playing ()

192739.41 0 ScriptEventCode 8001 iLineState=1300

192739.41 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

192739.43 0 timer set 2 EV_TIMEOUT_REPLAYMSG

192741.62 0 timer fired EV_TIMEOUT_REPLAYMSG

192741.62 0 ScriptEventCode 9005 iLineState=1301

192741.62 0 LsGetNbrsRxDigits EV_TIMEOUT_REPLAYMSG

192741.62 0 [Welcome] Playing ()

192741.62 0 ScriptEventCode 8001 iLineState=1300

192741.62 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

192741.62 0 timer set 2 EV_TIMEOUT_REPLAYMSG

192743.68 0 dtmf 3 (65799,51,2)

192743.68 0 ScriptEventCode 51 iLineState=1301

192743.68 0 LsGetNbrsRxDigits 3

192743.68 0 [Welcome] Number Input 3

192743.70 0 rv add [Welcome]{3}

192743.70 0 AddRVns [Welcome_PathTaken]{matched}

192743.70 0 timer clear

192743.70 0 timer set 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER

192744.04 0 timer fired EV_TIMEOUT_READYTOBEGINTRANSFER

192744.04 0 ScriptEventCode 9012 iLineState=1900

192744.04 0 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

192744.04 0 timer set 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

192744.04 0 [service] Blind Transfer to !,*70,223 (Generate)

192744.04 0 ScriptEventCode 9602 iLineState=1900

192744.04 0 LsXferStart EV_TAPI_GENERATE

192744.05 0 timer set 1 EV_HOOKFLASHFINISHED

192745.15 0 timer fired EV_HOOKFLASHFINISHED

192745.15 0 ScriptEventCode 9200 iLineState=1905

192745.15 0 LsXferPlayVts EV_HOOKFLASHFINISHED

192745.15 0 tapic lineGenerateDigits(65799,!,*70,223,0) => 0

192745.27 0 generate LINEGENERATETERM_CANCEL

192745.27 0 timer set 1 EV_TAPI_GENERATE

192746.35 0 timer fired EV_TAPI_GENERATE

192746.35 0 ScriptEventCode 9602 iLineState=1905

192746.35 0 LsXferPlayVts EV_TAPI_GENERATE

192746.35 0 timer set 3 EV_TIMEOUT_HANGUP

192749.63 0 timer fired EV_TIMEOUT_HANGUP

192749.63 0 ScriptEventCode 9001 iLineState=1905

192749.63 0 LsXferPlayVts EV_TIMEOUT_HANGUP

192749.63 0 rv add [Hangup Time]{1/6/2005 7:27:49 PM}

192749.63 0 Hanging up call...

192749.63 0 RecSoundStop ok

192749.65 0 PlaySoundStop err=0

192749.65 0 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

192749.65 0 fnHangupCall end

192750.82 0 callstate DISCONNECTED 65799 1 0

192750.82 0 ScriptEventCode 9250 iLineState=900

192750.82 0 LsAwaitingCalls EV_REMOTEPARTY_DISCONNECT

192750.82 0 rv add [Hangup Time]{1/6/2005 7:27:50 PM}

192750.82 0 Hanging up call...

192750.82 0 RecSoundStop ok

192750.84 0 PlaySoundStop err=0

192750.84 0 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

192750.84 0 fnHangupCall end

192750.85 0 callstate IDLE 65799 0 0

192750.85 0 WorkingMode@Idle=

192750.85 0 timer clear

192750.85 0 timer set 1 EV_TIMEOUT_TIMETOREINITLINE

192750.85 0 tapi Reply (LineEvReply) ok 66327 0

192750.85 0 tapi Reply (LineEvReply) ok 65696 0

192751.84 0 timer fired EV_TIMEOUT_TIMETOREINITLINE

192751.84 0 ScriptEventCode 9008 iLineState=900

192751.84 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

192751.84 0 ReinitTelephony due to IDLE

192751.84 0 tapic lineDeallocateCall(MainCall:65799) 0

192751.85 0 lineOpen(0)=>

192751.85 0 Waiting for a call...

192751.85 0 LineHandle=66466

192751.85 0 timer set 3 EV_TIMEOUT_ATERIDLE_ALLOWOUT

192752.66 0 dial start any summary:|0:rdy=0|

192753.66 0 dial start any summary:|0:rdy=0|

192754.66 0 dial start any summary:|0:rdy=0|

192755.13 0 timer fired EV_TIMEOUT_ATERIDLE_ALLOWOUT

192755.13 0 ScriptEventCode 9013 iLineState=900

 

 

 

 

Many thanks!!!

 

Sean Brown - sbrown@netmanage.net

Datacenter Operations

U.S. Network Management, Inc.

www.netmanage.net

[SupportTeam]

From what you say it sounds like in the 'extension to transfer to' field you should just specify:

 

*70,9,phone number

 

currently it looks like you have specified:

 

!,*70,223

 

Another way of doing it is to have 4 play modules - with 1st play module playing:

 

!

 

second play module playing:

 

*70

 

third play module playing:

 

9

 

and fourth play module playing the phone number.

 

the 4 play modules should be linked by 'Timeout' paths - each path timing out after a second or so.

 

If you were using a using a Dialogic card then you could play !,*70,9,phone number from a single play module.

[Guest Sean]

The main problem I have is that the hookswitch is not long enough, what will happen as it stands now is to to the hookswitch and it will play the DTMF tones on the first line, not the "flashed" dial tone...

 

What will happen, when the phone picks up, it will click briefly, then I will hear the *70,223 then it will hang-up, thinking it has transferred the call, but since the hookflash never worked it just disconnects the call.

[SupportTeam]

The main problem I have is that the hookswitch is not long enough,

from http://www.voiceguide.com/vghelp/html/Dial...llTransfers.htm :

 

Most modems cannot vary the length of their hookflash, and if their default length does not match the length required by your PBX / Telephone Network then you will not be able to use that modem to transfer/conference calls.

 

Telephony Cards allow the hookflash length to be set by the user – ensuring that a Telephony Card can be configured to allow it to successfully perform call transfers and conferencing. This is why it is highly recommended to use a Telephony Card if your application needs to do call transfers / conferencing.