06-05-2013 07:23 AM - edited 03-16-2019 05:43 PM
I am receiving complaints that when call into the sites main line (call Handler) and dialing an extension from the greeting. The caller would get "hold music" for a short time, then a voice prompt saying you can not be transferred to that extension and then hang up. I have not been able to duplicate the issue by testing internally (IP Phone) and cell phone. The CH has the option "
I do not know what would cause it to not work but I am interested in know if there is a way I can monitor or pull logs of these occurances?
Thank You.
06-05-2013 07:53 AM
Hi Troy,
Some month ago I had a problem like this. At the end, it was a DTMF issue with some Carrier. After the call was answer some DTMF digit wasn't recived, that's why maybe you can't duplicate the issue.
I hope this help you.
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06-05-2013 10:19 AM
leosalcie - Thank You. That would make sense but we tested from the same phone and trying to reach the same extension where it failed and not it works. I would "assume" if it was a DTMF issue with the carrier, then it would fail each time. Thoughts???
06-06-2013 06:05 AM
Found my Issue. The site reporting the problem was just put on the cisco VOIP system a few months ago. They went from a 3 digit ext to 5 digits where we appended a 52 to their existing 3 digit extension. I can recreate the issue if I pause long enough before entering additional digits. I increased the time it will wait for additional digits on the main CH to 2000 milliseconds (from 1500) to see if that helps. I think callers are adjusting to the new system where they are dialing 52 pausing too long then entering the remaining 3 digits.
06-07-2013 04:51 AM
At the end it was a Layer 8 problem . It's great the issue was solved.
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01-26-2014 07:40 PM
Hi Leosalcie and Troyputnam,
right now i'm facing the same issue, would you like to share how to solve it?
Thanks,
Helmi
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