Well, it’s hard for me to say with just this description.
It sounds like the tone definition for your switch integration needs to be tightened. Possibly we’re not getting a disconnect tone or we’re not properly hearing dialtone and picking it up as a disconnect or something along those lines. Running the LearnTones utility can help here. We ship with default tone templates for a bunch of switches but having us listen to the ringback, busy, dialtone etc… on your particular switch and adjusting the templates for it is always a good idea. The LearnTones utility automates this process to a great degree.
If you’re hearing prompts as messages it could be a couple of things. Call progress could be loose and call screening scenarios may result in a conference situation or something along those lines. This can also be helped with LearnTones.
It could also be a message delivery call from Unity forwarding back to itself. If you’re running 2.4.0 or later you can prevent this by defining the port numbers for each line coming into Unity on the Ports page in the SA. If we detect a call coming into one of our lines that originated on another line, we’ll automatically terminate the call. If you don’t have that you’ll hear a prompt that sounds something like “this is the Unity messaging system calling with a message for… “ left as a voice mail.
But the real answer is, you should really contact our support department and get a trouble ticket open. They’ll want to hear the prompts and tones you’re getting in your message and can help you run LearnTones and the like.
Jeff Lindborg
Unity Product Architect
Active Voice Corp
jlindborg@activevoice.com
