pm9500

Hello,

We have an Octel Aria 250 voice mail system and we are using the Enhanced Call Processing menu. We have set one menu to transfer the call to an extension on our IVR how ever when we transfer the call it takes 20 seconds to transfer the call from the voice mail system to the Nortel PBX Option 61 c to the IVR. The bad thing is there is no music , it pure silence. Any ideas how I can down the dead silence from 20 seconds or put music on hold?

Thanks,

Phil

Cavscout

Can you tell me a bit more about your configuration?

As I understand it a call comes into the PBX and is front ended by a VM menu from which the proper menu selection routes the call to an IVR.

How do the calls come into the system? DTI, PRI, COT? How is the Octel interfaced to the PBX? FLT-8N . DMID, AMID ? How is the IVR interfaced? Line side T-1, DTI, PRI?

I suspect that the problem you are describing has to do with answer supervision not being passed in a timely fashion.

PBXtech.info

 

pm9500

The calls coming into the PBX (Nortel Option 61 c) are PRI, and OCTEL is connected via DMID and IVR are analog lines off the PBX.

Customer calls into toll free number pointed to a DID number that routes to a voice mail box with a caller menu, then if they select the automated inquiry menu, the call is routed to the IVR via PBX first which is why the time lag. The voice mail box is a type 31Caller's menu and I have Transfer Supervision set to yes on the voice mail box.

Cavscout

So what about supervision on the trunks? Have you tried transfer supervision off on the menu?

pm9500

If I take off supervision off the octel if the line is busy it does not tell customer and it simply hangs up.

Cavscout

Okay. I still think that it is a supervision issue. Perhaps you should she how your route / trunks are programmed. Also you might want to investigate the various timers for that route. You can find the timer values detailed in the appropriate NTP.

Good Luck

PBXtech.info