General IAUG Discussion Forum

 View Only
Expand all | Collapse all

Voicemail Issue for TTY User

  • 1.  Voicemail Issue for TTY User

    Posted 12-02-2021 08:02 AM
    Hi All,
    Avaya Aura CM 8.1

    We have a TTY phone user, whose extension is set up as an SLT port. When someone calls from an outside number, they get the voice mail outgoing message, and then the system hangs up. If the call comes from a number that is set as an EC500 number within the system, then the caller gets the outgoing message and can then leave a message.

    This user never complained of any voice mail issues before we upgraded from CM 5.1 almost a year ago.

    Looking at the Station in SA, there is no coverage path set. Could that be the issue?

    ------------------------------
    Tim Haslett
    Network Admin
    UAS, Inc.
    ------------------------------


  • 2.  RE: Voicemail Issue for TTY User

    Posted 12-03-2021 07:42 AM
    Hi Tim,

    I would think it is the coverage path. We always use a cover path to get to voice mail, but is it playing an announcement from a VAL board or Media Server, or is it the actual voice mail greeting? I would use List Trace Station (extension #) to find out where the call is going and work back from there.
    Kind Regards,
    Richard​

    ------------------------------
    Richard Browne
    Sr. Telecommunications Engineer
    Adventist HealthCare
    820 West Diamond Avenue, Suite 600
    Gaithersburg, MD 20878
    Office #: 1-240-826-6465 / 1-240-637-4045
    Email: RBrowne@AdventistHealthCare.com
    ------------------------------



  • 3.  RE: Voicemail Issue for TTY User

    Posted 12-07-2021 02:50 PM
    Hi Richard,
    Thanks for your ideas. I did add the Coverage Path for voice mail, but it is still behaving the same.

    The message that is playing is a generic "Hello, no one is available to take your call. Please leave a message after the tone." message, no matter what number we call from. 

    I'm not adept at List Trace, but I did run it. I'm not exactly sure how to read the output (1564 is the TTY user's extension).
    15:17:53     Calling party trunk-group 62 member 2    cid 0x27ce
    15:17:53     Calling Number & Name XXXXXXXXXX No-CPName
    15:17:53     dial 1564
    15:17:53     ring station     1564 cid 0x27ce
    15:18:05     active station     1564 cid 0x27ce
    15:18:05     add service observer station     6778 cid 0x27ce
    15:18:05     G711MU ss:off ps:20
                 rgn:200 [XXX.XXX.XXX.XXX]:35156
                 rgn:1 [XXX.XXX.XXX.XXX]:2124
    15:18:12     idle station     1564 cid 0x27ce​
    When I called from my cell, which is registered with EC500 for my extension, and I was able to leave a message, I get almost the same result. The only differences are one additional line between "ring station" and "active station":
    15:28:37     no answer station     1564 cid 0x2a62​

    ...and the following lines just before the last line (1248 is my extension):

    15:28:46     idle station     1248 cid 0x2a62
    15:28:56     active station     1564 cid 0x2aa7
    15:29:06   denial event 1643: Off-hook dialing time out D1=0x8ae2 D2=0x2aa7
    15:29:06     denial station     1564 cid 0x2aa7

    Does this give us any insight?

    ------------------------------
    Tim Haslett
    Network Admin
    UAS, Inc.
    ------------------------------



  • 4.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 08:11 AM
    Hi Tim,

    The last two lines are interesting:
    15:29:06 denial event 1643: Off-hook dialing time out D1=0x8ae2 D2=0x2aa7
    15:29:06 denial station 1564 cid 0x2aa7

    I have seen this before, but which solution will work for you I am not sure. I would suggest can going to the Avaya Support website and search denial event 1643. Unfortunately there are many scenarios where denial event 1643 can show up. 

    Some examples are: changing from 7 to 10 digit local dialing in your area code due to an overlay, an error in the ARS table, the CM failing a sync, A CLAN board issue, or database corruption. 

    I hope this helps get you in the right direction, since the last time I had one it took some time to figure out which was my issue. Sorry I can't be of more help.


    ------------------------------
    Richard Browne
    Sr. Telecommunications Engineer
    Adventist HealthCare
    820 West Diamond Avenue, Suite 600
    Gaithersburg, MD 20878
    Office #: 1-240-826-6465 / 1-240-637-4045
    Email: RBrowne@AdventistHealthCare.com
    ------------------------------



  • 5.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 08:38 AM
    Thank you for your ideas! They are much appreciated!

    The trace that included those two lines was the call that did allow me to leave a message. I think I'm going to have to engage our ISP's support.

    ------------------------------
    Tim Haslett
    Network Admin
    UAS, Inc.
    ------------------------------



  • 6.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 10:18 AM
    Richard,
    Could you post a status station with all pages, not just the 1st one.  What I find unusual is that a service observer is being added to the non EC500 call.  I'm also interested in how the station is administered.


    ------------------------------
    Tom Lynn
    ------------------------------



  • 7.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 10:35 AM
    Hi Tom,
    This is actually my issue. Here is the "Status Station 1564":
                                  GENERAL STATUS
         Administered Type: SLT                Service State: in-srv/on-hook or disc
            Connected Type: N/A
                 Extension: 1564              Network Region: 1
                      Port: 005V705       Parameter Download: not-applicable
               Call Parked? no                 SAC Activated? no
          Ring Cut Off Act? no
    Active Coverage Option: 1            one-X Server Status: N/A
    
              EC500 Status: N/A        Off-PBX Service State: N/A
       Message Waiting: VM Server
       Connected Ports:
    
    
    
      Limit Incoming Calls? no
     User Cntrl Restr: none                        HOSPITALITY STATUS
    Group Cntrl Restr: none                     Awaken at:
                                                 User DND: not activated
                                                Group DND: not activated
                                              Room Status: non-guest room
    ​

                                    GENERAL STATUS
    
    CONNECTED STATION INFORMATION
                   Part ID Number: unavailable
                    Serial Number: unavailable
    
              Station Lock Active? no       TOD Station Lock: no
    
    
    
    
    
    
    CF Destination Ext:
    
    Enhanced Call Forwarding Destination
                     Internal                  External
      Unconditional:
               Busy:
           No Reply:
    
    ​
                             UNICODE DISPLAY INFORMATION
    
    Localized Display Name Script: N/A
          Display Message Scripts: 0x00000001:Latn
        Display Message 2 Scripts: 0x00000001:Latn
        Display Message 3 Scripts: 0x00000001:Latn
        Display Message 4 Scripts: 0x00000001:Latn
        Station Supported Scripts: N/A
                                    CALL CONTROL SIGNALING
    Port: 005V705        Switch-End IP Signaling Loc:          H.245 Port:
                IP Address                               Port  Node Name       Rgn
    Switch-End:
    Reg Set End:
    Alt Set End:
    H.245 Near:
     H.245 Set:
                              AUDIO CHANNEL Port: 005V705
                  Switch-End Audio Location:
                IP Address                               Port  Node Name       Rgn
    Other-End:
      Set-End:
    Audio Connection Type:
    
                                IP ENDPOINT DATA
                   Port: 005V705
     Product ID-Release:                          H.245 Tunneled? does not apply
    Registration Status: unregistered                MAC Address:
    
     Native NAT Address:
    ALG NAT WAN Address:
    
                                       ACD STATUS
    
     Grp/Mod  Grp/Mod  Grp/Mod  Grp/Mod  Grp/Mod  Grp/Mod  Grp/Mod
        /        /        /        /        /        /        /    On ACD Call? no
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /     Occupancy: 0.0
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /        /
        /        /        /        /        /        /
        /        /        /        /        /        /
        /        /        /        /        /        /
        /        /        /        /        /        /
        /        /        /        /        /        /
        /        /        /        /        /        /
    


    ------------------------------
    Tim Haslett
    Network Admin
    UAS, Inc.
    ------------------------------



  • 8.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 12:36 PM
    Is SLT an alias for a 2500 set maybe?







  • 9.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 12:46 PM
    I'm not familiar with a 2500 set.

    It's a basic analog phone line, like a modem would use. This particular person uses a TTY phone, which normally needs a POTS line.

    ------------------------------
    Tim Haslett
    Network Admin
    UAS, Inc.
    ------------------------------



  • 10.  RE: Voicemail Issue for TTY User

    Posted 12-08-2021 12:47 PM
    I don't see anything in the status that shows a problem.  When I think of how one trunk call behaves differently than another one with EC500 matching an internal extension, I think about the differences between the trunk group's COR and calling permissions vs. those assigned to the EC500 user's extension.  CM uses the permissions of extension 1248 when you phone in due to the off-station pbx match.  Is there a difference between the COR assigned to trunk group 62 and the one assigned to extension 1248 that could account for this?

    ------------------------------
    Tom Lynn
    ------------------------------



  • 11.  RE: Voicemail Issue for TTY User

    Posted 01-24-2022 02:29 PM
    Sorry, I totally missed your reply here. We're still having an issue, but at this point I'm 90% sure that it's the TTY phone that is the issue. The support folks for the TTY phone keep saying it's our system, so I probably need to prove it somehow.

    Station 1248 and Trunk Group 62 do have different COR settings. I don't know what to look at in the pages and pages of settings in each of the CORs. If it matters, both CORs are set to 'none' for both Calling Party and Called Party Restrictions.

    ------------------------------
    Tim Haslett
    Network Manager
    UAS, Inc.
    Paoli PA
    ------------------------------



  • 12.  RE: Voicemail Issue for TTY User

    Posted 01-24-2022 02:34 PM
    I should also mention a few other things that I've learned. The TTY phone has a built-in answering machine that is picking up before Avaya Messaging. I have a coverage path assigned that will not pick up until after eight rings.

    The TTY phone is set to answer at five rings, but it usually picks up at three. I have watched the screen on the phone and can see that it is picking up (it even says that the phone's answering machine is taking the call), but once the outgoing message is played, the call cuts off and the screen goes blank. 

    I just want to make 100% sure that it is not CM that is cutting off the call.

    ------------------------------
    Tim Haslett
    Network Manager
    UAS, Inc.
    Paoli PA
    ------------------------------