atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems wierd issue with auto attendant

Hello, got and off and on issue with some callers calling in. if they press 0 the AA replays the selection all over again. I did change the codec from g.729 to g.711u read an article g.729 has issue with dtmf tones if there is packet loss present. But that didn't solve the problem.

thank you in advance.

Is this only happening with the 0 option?

Do the other selections work?

What is 0 pointed to in your Day Main menu?

i set dtmf type to Inband (in Voice) to Inband(rfc2833) i'm hoping that would help

it's pointed to our receptionist extension 201. so far every complaint is stating when pressing 0 get this problem. But then again majority of our calls select 0. Trying to get ahold of the nurse to call in and see if the other selections behave the same. It only happens to few callers. I've tried myself to replicate the problem with various phones I cannot. But yesterday one of our nurses tried to call in and pressed 0 and stated like the other complaints after pressing 0 the menu just replays itself over again.

this is a new develpment only started happening a few months ago not sure what's going on.

It's possible, even likely, you have the same greeting recorded in the Operator's mailbox. Try changing the 0 option as a test.

Or, your selector code for 0 isn't quite properly set.

Log in and watch the Status page as you make test calls to see where calls are actually going.

if that was the case it would be the same for every caller who pressed 0 for operator. But it is not. this behavior is intermittent. I test call and it works as it's supposed to every time. No repeating of day main menu. But certain callers report when pressing 0 the main day menu repeats itself. if it was a setting issue as you state I would think it would be happening every time all the time for everyone consistently.

I'm wondering if the system is not registering the DTMF tones because if you press nothing at all when the day menu finishes playing it will repeat itself automatically. My theory its something with SIP or DTMF but i'm not smart enough to be sure. Also this is a new development. Something has changed and can't figure it out.

codec issue?
Sip line issue?
DTMF issue?
A tech was out here and was stumped on the issue as well.

Look at the logs in the vm, they should shed some light on your issue.
From memory the sip dtmf settings are for outbound calls.

What forward do you have setup on the reception extension?
Or do calls ring to the operator group?
It's possible that when your reception is on the phone calls are going back into the vm and cause there is no mailbox for that extension callers are ending backup In the day aa menu

i will check the logs.

calls ring to a separate group.

what you said rang a bell about another problem. When a caller calls in while the System is in day mode and they dial 0 but the receptionist doesn't answer it will not give the caller an option to leave a message or even go to VM it will tell the caller dial the extension if you know it or press * for assistance. During night mode VM works for 0 it's only day mode it doesn't i'm wondering if that's causing the intermittent issue. We never had this problem until we had a tech out to reprogram the system to add extensions and change ring plan etc etc.

I'll check logs of VM. I'm also having one of the nurses who is having trouble calling in try to call in again and see what the logs say about her call to get more intel on the matter.

I have been seeing this. Seems like it was callers with Verizon Wireless ( intermittent). A couple of customers we programmed the main greeting to play only once then set No Response GOTO extension or group.
Not the best solution but at least callers got through.

Have you checked the modes, I've come across situations where the day mode destination has been changed, which was overriding the default mode.