Call Handler caller input doesn't work on first entry, works on second

[Erick Bergquist]

Unity 4.0(4) SR1, 7.0(4) TSP flat

Have a call handler where option 4 as caller input, and user calls into customer and they get the greeting but when they hit 4 it doesn't work first time. The greeting replays and they hit 4 again and it works fine. 4 is set to go directory handler. 4 is a locked key under caller input. This happens each time they call and get the unity greeting.

They do have 2 4xxx extensions configured on the system also.

[Hin Lee · Accepted solution]

Unity is probably behaving correctly. To confirm what unity is doing, turn on PhraseServertoMonitor micro traces, and watch the call on PortStatusMonitor.

[Erick Bergquist]

Ok. Where will those traces show up , in what trace file?

[lindborg]

That trace will have additional information kick out in the the Port STatus Monitor tool that you'll find in the "Switch Integration Tools" section of the Tools Depot on your desktop. It'll let you view "real time" what's happening.

Are you hearing the "I'm sorry I did not hear that entry" prompt the first time you hit 4 or is it just replaying the greeting? Does the greeting get interupted at all? Sounds almost like we're not getting the digit event at all the first time...

[Erick Bergquist]

It's just replaying the greeting, no other messages played back. Like it does not get it the first time.

Also, the call is connected and greeting plays for 4-5 seconds when they press the key so not a issue where they hit 4 before the greeting starts playing.

[lindborg]

Yeah, sounds like a one way audio issue (i.e. Unity isn't getting the key youre pressing) - not sure why we'd be blinded for a while after going off hook to take the call, but it sure sounds like that's the issue. I highly doubt Unity is just being difficult and ignoring the key input... you should be able to verify this looking at the Port Status Monitor output while calling in - if you don't see digit input events, then we're not getting them from the switch.

[Erick Bergquist]

Screenshot attached of the port status monitor output.

Unity is defiantly seeing the 4 pressed first time, then saids you made invalid choice, etc and in port status monitor it outputs system error and gives a prompt name.

DTMF [4]

08:51:53.252 PhraseId - System Error

[Erick Bergquist]

Figured this out with port status monitor above, when they call the call forwards to unity and hits the MainNumber VMBox subscriber profile first which had no 4 defined for caller input. So when they hit 4 it fails and saids invalid input, etc then fails over to their main opening greeting which has 4 as a defined option so works fine there.

Also, 4 was set to ignore key so interesting it was acting on it and doing something. I set 4 to go to the directory handler like the main call handler for now.