Topic: IVR selection broken in 2.3.2-19

[madadam]

I don't know if I'm being particularly stupid this morning (it's always possible) but since I've upgrade to SAIL 2.3 I when modifying the trunks I cannot send a inbound call to an IVR menu. The dropdown has a section titled IVR Greetings which lists the Default Greetings and the actual greetings I've recorded but nowhere are the actual IVR menus I've set up.

Now talking of greetings, I've got a suggestion for the Selintra guys. Can you add a greeting drop down in the call groups. This would allow me to send an inbound call in the trunks definition directly to a call group, but before it started ringing (or the hold music started which is what I intend to do) it says something like "welcome to Acme Sales, your call is important and will be answered shortly ...".

I realise this is very similar to queues but we are small and don't have the people to log in as agents all the time. There is perhaps a way of doing this already that I'm unaware of.

Adam

[SARK devs]

We'll check this out for you

Also - satndard way to do what you want with greeting-to-group is to use an IVR with no choices and set the outcome to the call group.  This will play your message and trigger the group.

Best

S

[madadam]

We'll check this out for you

Thanks.

Also - satndard way to do what you want with greeting-to-group is to use an IVR with no choices and set the outcome to the call group.  This will play your message and trigger the group.

Ahh, was wondering if this would work, but of course I couldn't test it.

Cheers,

Adam

[SARK devs]

I don't know if I'm being particularly stupid this morning (it's always possible) but since I've upgrade to SAIL 2.3 I when modifying the trunks I cannot send a inbound call to an IVR menu. The dropdown has a section titled IVR Greetings which lists the Default Greetings and the actual greetings I've recorded but nowhere are the actual IVR menus I've set up.

It's normal - you send the call to the greeting number associated with the IVR.  A bit left-handed but that's how it works (all change in V3 - but that's a little way off yet).

Kind Regards

S

[madadam]

It's normal - you send the call to the greeting number associated with the IVR.  A bit left-handed but that's how it works (all change in V3 - but that's a little way off yet).

That seems to work thanks. But does this mean that you can only use a greeting once, ie. it cannot be used in another IVR menu?

Adam

[SARK devs]

No you can't directly use the same greeting in more than one IVR, but if you need to then you can simply copy it and give it a different 4-digit number (they're all called usergreetingnnnn where nnnn is the number).  V3 uses the IVR name instead.

Kind Regards

S

[madadam]

I've come across another problem using one of the suggestions above. If you pass an inbound call to an empty IVR menu the TAG data you set in the trunk definitions is lost. This is a big a problem. Is this a bug that can be fixed easily or is there another fix for it?

Cheers,
Adam

[madadam]

Also - satndard way to do what you want with greeting-to-group is to use an IVR with no choices and set the outcome to the call group.  This will play your message and trigger the group.

Another problem with this method seems to be that it keeps looping if there is no answer and will not drop to voicemail.

Any solution to this?

Adam

[SARK devs]

Thanks for this

We'll put up a bug rep and look into it for you

Best

S

[SARK devs]

Re IVR loop - we tested this and found no problem...   Did you correctly set the outcome(timeout) to point to a voicemailbox?  If you didn't then the default is to repeat the message.

Kind Regards

[SARK devs]

I've come across another problem using one of the suggestions above. If you pass an inbound call to an empty IVR menu the TAG data you set in the trunk definitions is lost.

We don't have a 2.3.2-19 image up on the vm server so I can't absolutely recreate your environment.  However, alpha tags are being passed correctly through the IVR on the 2.4.1-2 image I have (which is the nearest I have to 2.3.2).   I do know that on some phones (for example Snoms), you have to make sure that the phone is set up to display CLID Name. This is where the alpha tag appears.

If you are still experiencing problems then send a console log of the call, with agi debug turned on, to; admin@aelintra.com.

Kind Regards

S

[madadam]

Re IVR loop - we tested this and found no problem...   Did you correctly set the outcome(timeout) to point to a voicemailbox?  If you didn't then the default is to repeat the message.

No. As per your instructions above (as I understood them at least) I set the outcome (Timeout) to a call group. This is what you said:

Also - satndard way to do what you want with greeting-to-group is to use an IVR with no choices and set the outcome to the call group.  This will play your message and trigger the group.

Cheers,

Adam

[madadam]

We don't have a 2.3.2-19 image up on the vm server so I can't absolutely recreate your environment.  However, alpha tags are being passed correctly through the IVR on the 2.4.1-2 image I have (which is the nearest I have to 2.3.2).   I do know that on some phones (for example Snoms), you have to make sure that the phone is set up to display CLID Name. This is where the alpha tag appears.

If you are still experiencing problems then send a console log of the call, with agi debug turned on, to; admin@aelintra.com.

Just to be clear, I set the TAG in the trunk definition then pass the trunk to an empty IVR for a greeting-to-group. As all the IVR options are blank so too are all the TAG fields. However when the call is sent to the call group the phones don't display the tag as part of the NAME:NUMBER display on our Snom phones. Other trunks where they are simply passed to a call group work correctly.

As I said before I'm using SAIL 2.3.2-19. I'm not sure what version 2.4.x does over 2.3.x. Should I be upgrading to 2.4.x?

Cheers,

Adam

[SARK devs]

Another problem with this method seems to be that it keeps looping if there is no answer and will not drop to voicemail.

Now I'm confused - I was attempting to process your observations one at a time.  So - please clarify the above statement - are you saying that it repeats when the timeout passes it to a call group?   When does it repeat?  At the end of the ring phase?  What outcome do you have set on the call group (if there is a call group involved)  and...  can we have console output please- with agi debug set on - it makes our life a great deal easier.



S 

[madadam]

Both problems relate to your proposed greeting-to-group solution, that is to set an empty IVR menu with the outcome field set to the call group. When you said outcome I took it to mean the timeout field as there is no outcome field, was I wrong?

So to summarise.

Problem 1: When using the greeting-to-group solution the TAG field set in the TRUNK definition is not passed through to the phones in the call group.

Problem 2: When using the greeting-to-group solution the caller will hear the greeting then the hold music (this is defined in the TRUNK definition). If there is no answer the call group eventually timeouts (as defined in the call group), there is a very slight pause in the hold music for the caller and then it resumes as does the ringing in the call group - this would seem to continue while the caller is on the line and there is no answer. I tested for over 5 minutes.

Please let me know if you still want the logs now that I've attempted to clear things up.

Cheers,
Adam