I am an onsite engineer for my company at one of their customers year round. The site is a public school system. For over a year we have had a TAC case open with Alcatel with no resolution. They are still trying to figure this one out and I thought I would see if anyone has an idea or has seen this before.
On incoming calls only, we are having DTMF issues. When a caller is in our AA, they can either dial an ext or pick an option. Sometimes when callers press an option, the Alcatel will not recognize that a digit was pushed. They also sometimes enter an extension, but are routed to a different ext that what they dialed. And then sometimes when they dial an ext from the AA, the caller is routed to the operator or told the ext is invalid. When I look at the logs and traces for these calls, I see that either the first, last or some of the middle digits are missing.
TAC has had me apply 6 patches to the system when I was in 7.1, gave me a free upgrade to 8.0.1, had me patch 8.0.1 twice, replace the GPA2 and has sent an engineer of their own onsite...still no resolution. They are sending an engineer from Europe next week onsite to continue troubleshooting.
Does anyone have a clue what this could be? I also am receiving Protocol error (1700x003=Protocol error Q931, type 3, access no 4) every 30 seconds in the system.
I am currently runnin g1503 patch 21.
DTMF issues
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tot3nkopf
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Re: DTMF issues
What kind of external lines are you using?
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BKF
Re: DTMF issues
We are using PRI's and the carrier has already verified that the DTMF frequencies are withing range for all digits.
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Benjamin78au
Re: DTMF issues
Are the callers using mobiles? as some brands of mobiles when they press the digit do not always give the normal lenght dtmf codes, and some times need to be pressed twice.
just food for thought
bj
just food for thought
bj
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BKF
Re: DTMF issues
Benjamin - I thought the same thing about the cell phones however I am able to reproduce the issue sometimes with dialing from an ext on the system, grabbing an outside line and then coming back in on our PRI and into the AA and can have the issue reproduce.
knightr1der - The AA is on the 4635 but the inital greeting heard from the caller is actually a voiceguide that is played. The calls are filtered through a Genesys server that is connected over an RSI link to the Alcatel. When the call routes over the RSI, the Genesys looks to the Alcatel for the voiceguide to play for the initial greeting and main menu. If the caller dials an ext that is a teachers ext, the Genesys tells the Alcatel to route the call to the teachers voicemail instead of dialing the classroom and interrupting the class. We have taken the Genesys out of the picture and tested and we were able to reproduce the issue...so I do know its no the Genesys causing the issue as well. We can pull the logs from the T server of the Genesys and the logs from the Alcatel when we are looking at a call that is routed incorrectly or to the operator because the caller was told the ext they entered was invalid, and we see that the digits pulsed were only 3 digits...or maybe 2...but not 4 like the caller entered. We also thought it maybe a timeout issue however this was eliminated as a possibility when I can see that sometimes the first digit is the digit that is missing...or a middle digit. If it was a timeout issue, the last digit would be the one stripped or not received.
I hope this helps add a little more info to the issue. This has myself, my company and Alcatel TAC all looking around asking...what the hell?!!!
knightr1der - The AA is on the 4635 but the inital greeting heard from the caller is actually a voiceguide that is played. The calls are filtered through a Genesys server that is connected over an RSI link to the Alcatel. When the call routes over the RSI, the Genesys looks to the Alcatel for the voiceguide to play for the initial greeting and main menu. If the caller dials an ext that is a teachers ext, the Genesys tells the Alcatel to route the call to the teachers voicemail instead of dialing the classroom and interrupting the class. We have taken the Genesys out of the picture and tested and we were able to reproduce the issue...so I do know its no the Genesys causing the issue as well. We can pull the logs from the T server of the Genesys and the logs from the Alcatel when we are looking at a call that is routed incorrectly or to the operator because the caller was told the ext they entered was invalid, and we see that the digits pulsed were only 3 digits...or maybe 2...but not 4 like the caller entered. We also thought it maybe a timeout issue however this was eliminated as a possibility when I can see that sometimes the first digit is the digit that is missing...or a middle digit. If it was a timeout issue, the last digit would be the one stripped or not received.
I hope this helps add a little more info to the issue. This has myself, my company and Alcatel TAC all looking around asking...what the hell?!!!
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cavagnaro
Re: DTMF issues
I faced a similar issue when using a RSI to collect digits, what I did to solve the issue was to put a pause of 1 second between when the call arrived the RSI and when the CED was promted. Why? No f* clue...how I arrived to that conclusion? Playing and doing everything I could...Not sure if will help you but that is my penny
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BKF
Re: DTMF issues
I appreciate the input. We did the delay and still received the same result. So we went a step further. We made it where we had it say if you knew your parties ext, press 1. Then they were routed to a prompt asking for the ext number. The system still failed with it being setup like this. Now I will say that we are receiving protocol error 1700 every 30 seconds to 2 minutes...but the incinfo doesnt really tell us anything about the error and says no action required.
I swear there is a little green gobling in the system jacking with my sh*t!
I swear there is a little green gobling in the system jacking with my sh*t!
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knightr1der
Re: DTMF issues
hmmm strange! green goblin needs to be found 
Are you able to plug in a protocol analyser like a TrendTM tester instead of your external circuit? or try a back to back pra to simulate outside call and definitly rule out your trunk providor?
Are you able to plug in a protocol analyser like a TrendTM tester instead of your external circuit? or try a back to back pra to simulate outside call and definitly rule out your trunk providor?
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BKF
Re: DTMF issues
so we have performed other testing and had an Engineer fly from Alcatel France to here for a week. We think we may have internal clocking issues on the switch. ALU is still troubleshooting. This has everyone stumped but I hope we can find something. The carrier has proved its not them and we are having calls routed incorrectly internally now...ext to ext. Damn green goblins are running crazy in this thing!
