Customer has UCMBE and MGCP PRI. Incoming calls are directed to a CTI Route Point forwarded directly to voicemail for a system handler based Auto Attendant. This issue is that when the number is called the caller never hears a ring at all. What they do hear immediately is about 3 words into the auto attendant greeting.
Example: Greeting is "Thank you for Calling...."
Customer dials number and hears "for Calling..." or "Calling...
Is there a way to delay this voice response from Unity or add additional "ring" time to the PRI?
This is what you are probably seeing (Thanks Eric and Mark!)
CSCsm67316 Bug Details
The greeting doesn't start over when callers transferred to VM box
When a call is transferred to VM the greeting doesn't start over. Instead the greeting keeps playing and the greeting is heard mid stream after the transfer.
Normal operation, either transfer via a CTI route point where the operator can transfer to VM extension *XXXX, or can be transfered to VM via the messages softkey.
Unity Connection can be configured to inject a delay before playing the greeting. On the ports page in the system administration tool, change the setting "Delay After Answer" to a suitable value. We admit this is not a great solution, since this delay will affect every call, not just transfers, and the timing needs to be chosen just right.
Further Problem Description:
Observed behavior in CUCMBE-188.8.131.520-37
1. PSTN caller dials the main company number.
2. Company's operator answers the call.
3. PSTN callers asks the operator to transfer his call directly to a person's voice mail.
4a. Operator hits the "transfer" softkey (the PSTN caller is now on hold).
4b. Operator dials * plus the extension number.
4c. The person's greeting starts to play immediately.
4d. The operator hits the "transfer" softkey again, to complete the call transfer.
5. The PSTN caller hears the person's greeting truncated, not from the beginning but from
the point where it was when the operator hit "transfer" the second time.
Fix implementation for Connection 7.0 and 2.x:
For Connection 7.0, entire prompt stream will restart when either the destination IP address changes or the destination CODEC changes. Same as Unity restart prompt behavior.
For Connection 2.x, only the currently playing prompt will be restarted. So users must have a recorded greeting in place in order to get the full benefits of the restart prompt feature. If no personal greeting is configured (default greeting), then prompt restart will most likely happen during the part of the default prompt that says ".. Is not available...". The prompt "extension xxxx" won't be heard since it's at the top of the prompt list.
Related Bug Information Transfer directly to greeting, greeting gets cut off.
Symptom: When transferring messages the recording starts before the second transfer is hit, I need help to configure this so that the the Greeting message doesn't start until the message had actually been transferred the second time. Conditions: When transferring messages the recording starts before the second transfer is hit, I need help to configure this so that the the Greeting message doesn't start until the message had actually been transferred the second time. Workaround: In the SA, go to Telephony and bring up the port group page, then from the Edit menu choose the advanced settings. The setting you want is "Delay Before Opening Greeting". The bad news is that this value will apply to all calls, not just transfers. So pick the minimum value that works for you.
Unity Connection Administration >
Telephony Integrations >
Port Group >
Advanced Settings >
Delay After Answer = 2000 milliseconds (set to 0 by default) > Save
Hope this helps!