Author Topic: Issue with call transfer  (Read 2402 times)

Offline dragons1001

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Issue with call transfer
« on: February 11, 2020, 02:34:14 AM »
We use a Mitel 3300 system with Nupoint for voicemail. There is a main menu set up as a call flow on Nupoint where the call comes in, and then a message plays telling the caller to press 1 for English, 2 for Chinese, 3 for Spanish. Once the caller makes their selection, another greeting/menu will play in the language chosen, asking the caller to dial their desired extension number.

Recently, we added three new extension numbers: 1301, 1302, 1303. It was added to the Mitel phone system like we did with all the other phone sets in the company, so nothing special.

But the problem is that when the caller presses 2 or 3 for the Chinese or Spanish menu, and then dials extension 1302, the system will go "please hold", the hold music plays for about 5 seconds, and then it will say "I'm sorry, that is not a valid extension number. Please enter a valid extension number."

The call flow set up on the Nupoint goes like this:
When a call is received, play the initial menu where caller selects a language:
- If the user presses 1 for English --> blind transfer to extension 5000 (which is set up as mailbox on the Nupoint with the English greeting).
- If the user presses 2 for Chinese --> blind transfer to hunt group 3810 (a hunt group with two VM ports on the Mitel system).
- If the user presses 3 for Spanish --> blind transfer to hunt group 3820 (also a hunt group with two VM ports on the Mitel system).
- If the caller dials an extension without selecting a language, blind transfer to the dialed extension.

I couldn't find any mailbox for the hunt groups, nor any call flows configured for those hunt groups.

This is what I have found so far:
- This problem only happens to extension 1302 in particular. 1301, 1303, and other existing extensions all have no problems being transferred from the Chinese or Spanish menu.

- What is strange is, after the system says "I'm sorry, that is not a valid extension number. Please enter a valid extension number." the first time, I immediately dialed 1302 again, and the second time it would transfer through with no problem.

- When the caller presses 1 for English, and then dials 1302, the call transfers to 1302 without any problem.

- If the caller dials the extension 1302 without selecting the language, the call also transfers without problems.

- Deleted and re-added the extension to the Mitel system, but doesn't help.

- Internal calling to and transferring to 1302 works without issues.

I hope this makes sense. Any suggestions or advice on how to troubleshoot this?

Thanks!


Offline sunspark

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Re: Issue with call transfer
« Reply #1 on: February 11, 2020, 06:14:58 AM »
same COS for all users ?

Offline dragons1001

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Re: Issue with call transfer
« Reply #2 on: February 11, 2020, 12:37:05 PM »
same COS for all users ?

Yes, it's the same COS for all users (on both the Mitel phone set and on Nupoint mailboxes).

Offline lundah

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Re: Issue with call transfer
« Reply #3 on: February 11, 2020, 03:39:55 PM »
But the problem is that when the caller presses 2 or 3 for the Chinese or Spanish menu, and then dials extension 1302, the system will go "please hold", the hold music plays for about 5 seconds, and then it will say "I'm sorry, that is not a valid extension number. Please enter a valid extension number."

So you say the Chinese and Spanish options are hunt groups with 2 NP ports each. How are those ports set up? A transfer like this will give you that message if the NuPoint port can't complete the transfer.

Offline dragons1001

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Re: Issue with call transfer
« Reply #4 on: February 11, 2020, 06:03:27 PM »
But the problem is that when the caller presses 2 or 3 for the Chinese or Spanish menu, and then dials extension 1302, the system will go "please hold", the hold music plays for about 5 seconds, and then it will say "I'm sorry, that is not a valid extension number. Please enter a valid extension number."

So you say the Chinese and Spanish options are hunt groups with 2 NP ports each. How are those ports set up? A transfer like this will give you that message if the NuPoint port can't complete the transfer.

That is where I'm having trouble too. I didn't set this up and nobody else seems to know how it was set up, as it was set up many years ago.

What I believe is happening is when the caller presses 2 or 3 for Chinese or Spanish, the call goes to one of the VM Ports in the hunt group, which goes to a Nupoint receptionist configured for that port.

The nupoint line groups configuration is attached here
-------------------------------------------------------------------------------------------

Group #1: "English"
  Module 1: Lines 0:0 0:1 0:2 0:3
            Fax Conn: <none>
            Voice Recognition Conn: <none>
  Application = [NUPOINT VOICE]
  NP Call Director Interface
   Dial plan = [v,v,v,a,v,v,v,v,v]
   Administrator mbox # = [9999]
   General Greeting mbox # = []
   Attendant mbox # = [9998]
   Transfer Call Box # = []
   Wait Prompt = [Y]
   Caller multiple messages enabled = [Y]
   KEY_0 for attendant transfer during greeting = [Y]
   Disconnect string = []
   Pre-company name string = []
   Pre-mailbox greeting string = []
   Passcode Length  Min = [4], Max = [10]
   "6" Key Operator Transfer Dial String = []
   "6" Key Operator Transfer pre-Dial String = []
   Start of day = [08:00 AM], End of day = [05:00 PM], Days of Week = [DDDDDNN]
   Passcode trip count = [5],  Passcode trip period = [24]
   Dial-by-name: Last First = [n], Match Threshold = [3], Exact = [Y]
                 Suppress Number = [N], Single Digit Access = [N]
   Delay Before Answer = [50]
   E-mail Transfer String = []
   Allow Dial an Extension for callers = [Y], users = [Y]
   Analog Networking: Call Setup timeout = [6]
      International Access Code = [], Country code = []
      Area/City code = [], 1plus dialing = []
      Area/City code is dialed with Local Telephone Number = [N]
      Telephone number = [], Loop-back Test Mailbox = []
   Name Greet Quality =
  • , Message Quality =

   Pre-DN = [S+], Post-DN =
  • , Connect = [], Serial = [S+]

   Return = [S+], Return call reject = [++], Reorder Action = [0H]
   PBX dial plan = [v,v,v,a,v,v,v,v,v]
   Offsets = [0,0,0,0,0,0,0,0,0]
   Deleted digits = [0,0,0,0,0,0,0,0,0]
   Timeout for receipt of first DTMF digit (.1 seconds) =

   Greet/Name = [G], PBX console operation = [N]
   Day operator = [0H], Night operator = [0H]
   Attendant extension =

   TDD - Dialtone detect time =

   TDD - Minimum Dialtone Detect Power =

   TDD - Play delay after DTMF detect =


 Group #2: "Chinese"
  Module 1: Lines 0:4 0:5
            Fax Conn: <none>
            Voice Recognition Conn: <none>
  Application = [NP RECEPTIONIST]
   Dial plan = [v,v,v,a,v,v,v,v,v]
   Administrator mbox # = [9997]
   General Greeting mbox # = []
   Attendant mbox # = [9998]
   Wait Prompt = [Y]
   Caller multiple messages enabled = [Y]
   KEY_0 for attendant transfer during greeting = [Y]
   Disconnect string = []
   Pre-company name string = []
   Pre-mailbox greeting string = []
   Passcode Length  Min = [4], Max = [10]
   "6" Key Operator Transfer Dial String = []
   "6" Key Operator Transfer pre-Dial String = []
   Start of day = [09:00 AM], End of day = [05:00 PM], Days of Week = [DDDDDNN]
   Passcode trip count = [5],  Passcode trip period = [24]
   Dial-by-name: Last First = [n], Match Threshold = [3], Exact = [Y]
                 Suppress Number = [N], Single Digit Access = [N]
   Delay Before Answer = [50]
   E-mail Transfer String = []
   Allow Dial an Extension for callers = [Y], users = [Y]
   Analog Networking: Call Setup timeout = [6]
      International Access Code = [], Country code = []
      Area/City code = [], 1plus dialing = []
      Area/City code is dialed with Local Telephone Number = [N]
      Telephone number = [], Loop-back Test Mailbox = []
   Name Greet Quality =
  • , Message Quality =

   Pre-DN = [S+], Post-DN =
  • , Connect = [], Serial = [S+]

   Return = [S+], Return call reject = [++], Reorder Action = [0H]
   PBX dial plan = [v,v,v,a,v,v,v,v,v]
   Offsets = [5009,5009,0,0,0,5004,0,5003,0]
   Deleted digits = [0,0,0,0,0,0,0,0,0]
   Timeout for receipt of first DTMF digit (.1 seconds) =

   Greet/Name = [G], PBX console operation = [N]
   Day operator = [0H], Night operator = [0H]
   Attendant extension =

   TDD - Dialtone detect time =

   TDD - Minimum Dialtone Detect Power =

   TDD - Play delay after DTMF detect =


 Group #3: "Spanish"
  Module 1: Lines 0:6 0:7
            Fax Conn: <none>
            Voice Recognition Conn: <none>
  Application = [NP RECEPTIONIST]
   Dial plan = [v,v,v,a,v,v,v,v,v]
   Administrator mbox # = [9996]
   General Greeting mbox # = []
   Attendant mbox # = [9998]
   Wait Prompt = [Y]
   Caller multiple messages enabled = [Y]
   KEY_0 for attendant transfer during greeting = [Y]
   Disconnect string = []
   Pre-company name string = []
   Pre-mailbox greeting string = []
   Passcode Length  Min = [4], Max = [10]
   "6" Key Operator Transfer Dial String = []
   "6" Key Operator Transfer pre-Dial String = []
   Start of day = [09:00 AM], End of day = [05:00 PM], Days of Week = [DDDDDNN]
   Passcode trip count = [5],  Passcode trip period = [24]
   Dial-by-name: Last First = [n], Match Threshold = [3], Exact = [Y]
                 Suppress Number = [N], Single Digit Access = [N]
   Delay Before Answer = [50]
   E-mail Transfer String = []
   Allow Dial an Extension for callers = [Y], users = [Y]
   Analog Networking: Call Setup timeout = [6]
      International Access Code = [], Country code = []
      Area/City code = [], 1plus dialing = []
      Area/City code i
Activating active configuration config=0 without Stoping TCP/IP
s dialed with Local Telephone Number = [N]
      Telephone number = [], Loop-back Test Mailbox = []
   Name Greet Quality =
  • , Message Quality =

   Pre-DN = [S+], Post-DN =
  • , Connect = [], Serial = [S+]

   Return = [S+], Return call reject = [++], Reorder Action = [0H]
   PBX dial plan = [v,v,v,a,v,v,v,v,v]
   Offsets = [5019,5019,0,0,0,0,5013,5013,0]
   Deleted digits = [0,0,0,0,0,0,0,0,0]
   Timeout for receipt of first DTMF digit (.1 seconds) =

   Greet/Name = [G], PBX console operation = [N]
   Day operator = [0H], Night operator = [0H]
   Attendant extension =

   TDD - Dialtone detect time =

   TDD - Minimum Dialtone Detect Power =

   TDD - Play delay after DTMF detect =







 
        TCP/IP System Wide Host Configuration
        -------------------------------------

              Domain name: domain.local

 H  C  M  S
 o  a  o  l  N
 s  r  d  o  e
 t  d  e  t  t      IP Address       Host Name 
-----------------------------------------------------------------------------------------------------
 1  1  P  0  1   192.168.1.101          nupoint


SmartHost : mx1.domain.local



 ICP # 1
----------
 3300 ICP Name: MyCompany.
 3300 ICP IP Address: 192.168.1.100
 Set Registration Code: ###     Set Replacement Code: ***

 HCI Reroute Hunt Group Number: 3899
  Number of extensions configured: 8
  Module Number   Channel Number   Extension.
   1      0   3801
   1      1   3802
   1      2   3803
   1      3   3804
   1      4   3805
   1      5   3806
   1      6   3807
   1      7   3808


 ICP # 2
----------
 3300 ICP Name: .
 3300 ICP IP Address:
 Set Registration Code:      Set Replacement Code:

 HCI Reroute Hunt Group Number:
  There are no channels assigned.


 ICP # 3
----------
 3300 ICP Name: .
 3300 ICP IP Address:
 Set Registration Code:      Set Replacement Code:

 HCI Reroute Hunt Group Number:
  There are no channels assigned.


 ICP # 4
----------
 3300 ICP Name: .
 3300 ICP IP Address:
 Set Registration Code:      Set Replacement Code:

 HCI Reroute Hunt Group Number:
  There are no channels assigned.
  There are no ports assigned for the PIMG/TIMG 1.
  There are no ports assigned for the PIMG/TIMG 2.
  There are no ports assigned for the PIMG/TIMG 3.
  There are no ports assigned for the PIMG/TIMG 4.
  There are no ports assigned for the PIMG/TIMG 5.
  There are no ports assigned for the PIMG/TIMG 6.
  There are no ports assigned for the PIMG/TIMG 7.
  There are no ports assigned for the PIMG/TIMG 8.
  There are no ports assigned for the PIMG/TIMG 9.
  There are no ports assigned for the PIMG/TIMG 10.
  There are no ports assigned for the PIMG/TIMG 11.
  There are no ports assigned for the PIMG/TIMG 12.
  There are no ports assigned for the PIMG/TIMG 13.
  There are no ports assigned for the PIMG/TIMG 14.
  There are no ports assigned for the PIMG/TIMG 15.
  There are no ports assigned for the PIMG/TIMG 16.
  There are no ports assigned for the PIMG/TIMG 17.
  There are no ports assigned for the PIMG/TIMG 18.
  There are no ports assigned for the PIMG/TIMG 19.
  There are no ports assigned for the PIMG/TIMG 20.
  There are no ports assigned for the PIMG/TIMG 21.
  There are no ports assigned for the PIMG/TIMG 22.
  There are no ports assigned for the PIMG/TIMG 23.
  There are no ports assigned for the PIMG/TIMG 24.
  There are no ports assigned for the PIMG/TIMG 25.
  There are no ports assigned for the PIMG/TIMG 26.
  There are no ports assigned for the PIMG/TIMG 27.
  There are no ports assigned for the PIMG/TIMG 28.
  There are no ports assigned for the PIMG/TIMG 29.
  There are no ports assigned for the PIMG/TIMG 30.
 
  The following optional features are enabled:
   Configurable Data link
   Configurable Message Waiting
   NP Receptionist
   NuPoint Fax
   Enhanced In-band
   Unified TCP/IP
   NP PWG View
   NP Call Director
   Caller Line Id user interface
   NP Config Server
   NP Admin Server
   LAN Backup
   UM-SMTP
   UM-WebView
   Record A Call
   IP Integration
 
  Prompt Language Configuration:
   English
 
 END
 END

-------------------------------------------------------------------------------------------



Offline dragons1001

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Re: Issue with call transfer
« Reply #5 on: February 11, 2020, 06:11:13 PM »
OK, I just tried it again, calling from my cellphone to the office's main line, then selecting Chinese, and dialing my extension (my extension is 1030), and this time it doesn't work either. Instead, it's going back to the operator/attendant's extension (extension 0).

What I found also is if you wait until the greeting finishes playing, then enter the extension, it will go through normally. But if you interrupt the greeting and enter the extension while the greeting is being played, it will not work.


Offline Martin

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Re: Issue with call transfer
« Reply #6 on: February 17, 2020, 06:35:28 AM »
What are your settings on the Menu within NuPoint. For example, under the Chinese sub-menu, what is the multi-key action set to, have you just got this to blind transfer through to gathered digits?

Also on the Chinese menu settings itself, whats the timeout/retry value and also the maximum DTMF length?

Offline Martin

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Re: Issue with call transfer
« Reply #7 on: February 17, 2020, 06:38:39 AM »
Also are all the voicemail ports and the extensions that need to be transferred to in the same tenant group on the MiVB. If not do the different tenants have permission to call each other?

And is there a reason why you have the application type set to NP RECEPTIONIST for Chinese and Spanish but NP VOICE for English?


 

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