IVR through YourSiteExplorer Question

[johnp]

Is the call trying to pass through the original caller id? some carriers will fail this type of call.

This can even be worse if trying to go to a Toll Free number

[doncarlyon]

On the IVR menu, option 3, i'm assuming you have a transfer action.  Does the failure point have an action configured to replay the menu options?  Or is it just randomly doing this?

Are you able to post a screenshot of the workflow?

[JasonTL]

@sarond Yes it is trying to pass the original caller id. This option is for online bill pay and requires the customer number to be transferrred. After speaking with Metaswitch they are requesting a REFER message sent to tie the two calls together? Not sure how to verify the REFER message or add it.

@johnp yes this if using a speed call number to transfer to a 1-800 number

@doncarlyon Yes IVR 3 is set for a speed dial number that translates to a 1-800 number. I will try to get a screenshot after lunch.

[JasonTL]

Still having this issue. Any other suggestions?

[johnp]

Are these sip trunks? You could set up a second peer that doesn't pass caller id as a test. This will pinpoint issue IMHO. I think it is carrier based and you will likely need to get them to allow what you are trying to do.

[JasonTL]

I found the corection finally. It was a COS option I had missed several times. Sorry for the confusion and thanks for all the help and replies.

[sarond]

Can you share what COS option fixed it?

[JasonTL]

I built a new COS for the IVR ports/extensions. After changing different settings with no avail, I just changed all their COS to that of the working IP phones and it worked. I haven;t went back through to see the exact setting differences.