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Mitel MiVoice Business/MCD/3300 / Issue with External Calls Hitting ACD Path, interflow point has No Audio
« on: August 14, 2023, 10:53:29 PM »
I am reaching in hopes for some assistance to a problem that I have been experiencing with external hitting the ring group and the subsequent routing to the ACD path and voicemail.
System details:
MIVB Version 9.1
Voicemail type: Embedded
Currently, when an external call is directed to the ring group and there is no answer, the call is supposed to be to the ACD path and play a recorded announcement (RAD) for 18 seconds. Once the RAD finishes playing, the call should interflows to the voicemail. However, I have observed that there is no audio when the call is routed to the voicemail destination number (DN).
It is important to note that when I call the ACD path directly, bypassing the ring group, the call plays the recorded message as expected and then seamlessly interflows to the voicemail without any audio issues. This leads me to conclude that the problem seems to be specifically affecting external inbound calls routed through the ring group.
I ensured both he ACD path and Ring group COS has the following features enabled for call forwarding:
Call Forwarding/Rerouting
Call Forward - Delay 0
Call Forward No Answer Timer 15
Call Forward Override No
Call Forwarding (External Destination) Yes
Call Forwarding (Internal Destination) Yes
Call Forwarding Accept Yes
Call Reroute after CFFM to Busy Destination No
Call Forwarding Reminder Ring (CFFM and CFIAH only) No
Disable Call Reroute Chaining On Diversion No
Follow Reroute on Disabled Forwarding No
Group Call Forward Follow Me Accept No
Group Call Forward Follow Me Allow No
Third Party Call Forward Follow Me Accept Yes
Third Party Call Forward Follow Me Allow Yes
Use Held Party Device for Call Re-routing Yes
If there are suggestions for troubleshooting steps or additional information that can help identify and rectify the problem?
Thanks
System details:
MIVB Version 9.1
Voicemail type: Embedded
Currently, when an external call is directed to the ring group and there is no answer, the call is supposed to be to the ACD path and play a recorded announcement (RAD) for 18 seconds. Once the RAD finishes playing, the call should interflows to the voicemail. However, I have observed that there is no audio when the call is routed to the voicemail destination number (DN).
It is important to note that when I call the ACD path directly, bypassing the ring group, the call plays the recorded message as expected and then seamlessly interflows to the voicemail without any audio issues. This leads me to conclude that the problem seems to be specifically affecting external inbound calls routed through the ring group.
I ensured both he ACD path and Ring group COS has the following features enabled for call forwarding:
Call Forwarding/Rerouting
Call Forward - Delay 0
Call Forward No Answer Timer 15
Call Forward Override No
Call Forwarding (External Destination) Yes
Call Forwarding (Internal Destination) Yes
Call Forwarding Accept Yes
Call Reroute after CFFM to Busy Destination No
Call Forwarding Reminder Ring (CFFM and CFIAH only) No
Disable Call Reroute Chaining On Diversion No
Follow Reroute on Disabled Forwarding No
Group Call Forward Follow Me Accept No
Group Call Forward Follow Me Allow No
Third Party Call Forward Follow Me Accept Yes
Third Party Call Forward Follow Me Allow Yes
Use Held Party Device for Call Re-routing Yes
If there are suggestions for troubleshooting steps or additional information that can help identify and rectify the problem?
Thanks