Mivoice 250 Auto Attendant

[Spztc1]

Hi

We have an auto attendant application under voice processor in our Mivoice 250.  We just recently discovered that prompt 3 is repeating even though it is set to ring to a group extension.

We call a tracking number that rings to our Direct Dial number that is pointed to the Auto Attendant extension.  The AA  picks up fine but when we are in the submenu only prompts 1 and 2 work correctly.  I have to hit prompt 3 twice before it rings and then it does not ring into the group it rings to one single extension. It seems like it is a timing issue and if we don't hit the prompt in enough time it does not route like it should but I am not sure.
I have not seen this before.
Any direction would be greatly appreciated.

Thanks

[Tech Electronics]

Spztc1,

When you look at the menu options what do you show option 3 going to?

I assume based on your text that it is supposed to be a Hunt Group of some sort which the AA should be able to route to without a mailbox or extension ID.

I would try deleting the programming in option 3 and recreating it.

You may also want to try a different digit to see if the problem is a DTMF issue and not a problem with the Call Routing Announcement.

Thanks,

TE

[Spztc1]

Thanks TE!
Yes it is going to a hunt group.  I did try removing the entire prompt menu and readding it.  I also tried prompt 4 instead of 3 but got the same results.  Prompt 1 and 2 work without hesitation.  Prompt 3 and 4 will repeat the submenu recording and the on the 3rd try it will ring but not the group, it rings to a single extension within the group.  It is very odd.
We are getting the following message when signing into the system could that have something to do with it?
Message:
Voice Mail did not reconcile Application(s) with Call Processing

I thought it was a timing issue because if you call in and just press the prompts without listening to the menu it works fine.  I just can't seem to find a setting that fixes anything.

Is there a tool I could use to trace the call as it moves through the AA? 

Thanks again!

[JeffonJohnsIsland]

Wouldn't it be nice to have a way to track how a call routes through the AA!??!!

When you say it's a Hunt Group, I am confused.  Hunt Groups only ring to a phone or group of phones.  It sounds like the call is routing to a CRA, since you have prompts and options.

To make a Hunt Group ring at more than one extension, I create an Hunt Group extension List, and include all the numbers I want it to ring at the same time.  I don't know if that's the best way, it's just the way I learned to ring more than one extension for a Hunt Group.

If the call is routed to a CRA, there could be timing issues in the CRA configuration.  If it is a CRA, I might be able to help with the timing issues. 

Thanks,
Jeff

[Spztc1]

Hi Jeff!

Thank you!  Help is much appreciated!  We do the same thing with the Hunt Groups.  We setup Extension list so instead of the calls hunting for a open extension it rings them all at one time.
This group extensions is what I have for my prompt.  So when someone calls and presses #3 all the phones in that group will ring.

Yes, our calls are routing to a CRA.  This does seem to be a timing issue.  If I call in and don't listen to the prompts and just select the department number I am trying to reach, it will work.
If I listen to the prompts play out, by the time it reaches prompt #3 and I select it, the recording repeats and I have to press the number again and when it rings to the department only one extension in the group is ringing. Very odd.

What timers should I be looking at/for?

Thank you!

[Spztc1]

Hi again Jeff!

Thank you again for your post.  I was able to look in the right direct and find what I needed.

I added the Shot Pause in 3 times after my recording and this seems to have resolved the issue!

Your post was very helpful!