sundance-communications.com/forum Forums TDM Business Telephone Systems Panasonic Telephones & Systems tva 50 not transfering all calls

Some calls not transfering via auto attendant.TDA-100 w/TVA50 R-1.0. We have several sites that have complained of this. In testing this complaint we made 50-60 inbound test calls with cell / land lines with no failures. They complained that their Houston office could rarely dial through, and the caller would hear the main greeting multiple times until transfered to the operator. We set up the trace on the laptop to view, and connected our butt set on speakerphone and had the Houston office dial into a specific trunk. (they have a Meridian system)When we called them, I had him dial through all his dtmf digits prior to him calling back...all tones sounded good and clear.
He called, and pressed the first digit, and it seemed like his first digit was squashed / cut short, and no more digits were heard. He went through all three attempts, looping back to the main greeting. 8 calls were made in with only one successful dial through, with the first digit getting squashed every time. TVA's default is to play greeting again with invalid number of digits..
This site has complained that there are certain companies cannot call in. While I am curious to know if they all have the same brand of equipment, I feel like the problem is on the Panasonic end, with one of the settings. (or the TVA100).
We have another site with the same issues, where we made 120 inbound calls with no failures on our end.

.....any comments would be appreciated...Thanks..Bruce L.

what kind of trunks are on the meridian if it is sending short burst dtmf the panasonic is not friendly to this?
what kind of trunks are on the tda if its not pri and pots have you metered the lines to check loop current? do you have a digit grabber ? what rev of software is on the tda and tva

Apply all patches and upgrades to both systems, would, to me, be the first order of business.

Are you using AA or custom service? If custom service, what are the wait for first digit and wait for second digit set at?

Also if using Company Greeting it will not process DTMF entries while it's playing. Have to wait until it hits Custom Service.

I mistyped the tva50 revision above. It is a 1.07, not sure of the TDA-100 revision, but will check.
On our customer site they have analog trunks. They currently are getting service from one the catv providers for dial tone, but had the same issues when their carrier was Verizon about 9 months ago.
We are using Custom service menus on all our TVA's with 5 seconds maybe 6 seconds for second digit...we bumped it up.
When I talked to our test victim in Houston, using the Meridian, I had him manually send me dtmf during our conversation, and all sounded good and I believe they were full tones, not bursts. Not sure what type of trunks are on the Meridian in Houston.
(I did ask our customer to query the folks that had difficulty getting through, to tell them what type of system they were calling from, just to see if there is some common thread there.
I did not check loop current, or look at the digit grabber on the butt set, but as mentioned ealier, we can make it fail calling in with either my cell, or from our local office. I think this is one of those needles in a haystack troubles. It happens offten enough, (and generally from the same outside callers) to really aggrivate them. (We have recieved complaints from two or more customers on this issue, and they readily admit that they have called in numerous times and not been able to reproduce the problem either, but they have specific outside callers that have 95% failure to dial through issues. I sent off an email to Panasonic tech support (Bruce B.) and some others as well. They did mention upgrade, but said the revision on both sites should be a fairly clean revision.

I have viewed this website in the past, and have 30 years in telecom myself. I am pleasantly supprised to get responses from you guys so quickly, and I really appreciate the input. I have had other issues over the years that have been needles in the haystacks, and will make an effort to get on here and see if I can help someone out as well...

...........Thanks!!...Bruce L.

Sorry for another typo above...I should have read through my response before sending...
...I meant to type ....,"we can't make it fail, calling in from our cell or other land lines..

the original tva had weird issues right out of the gate cutoffs misfires do what brokeda suggested run every update and patch on both units!

10/28/2011..
Automated attendant not transfering calls, update. Still no resolution, but I am going to redefine what appears to be happening.

Inbound callers from long distance for the most part, attempt to dial from the main menu, (custom service menu), voicemail does not hear all digits and repeats menu for the default 3 attempts. We can dial in from a local land line or cell phone and never make this fail.
When monitoring the lines with a buttset and a laptop attached to the voicemail for a Real time trace to view digits dialed.
Based on the audio, it sounds like the first digit the caller dials is "squashed" or cut, and the second and third digits are not audible.
When we called the person we were testing with long distance, we had him dial from his Meridian set, and all digits sounded fine while we were speaking.
10/04/2011 we updated the voicemail from 1.07 to 3.01. We also updated the TDA100 to 5.03.
The customer is now saying the problem seems to be worse. Again, last night, (10/28)I made roughly 35 inbound calls to the phone in the data closet with no failures..

We have had several other Pansonic sites with similar complaints from long distance callers having the same sort of failures..we have talked to several Panasonic support folks who I regard as very competent that have not heard of this problem.
The customer has had Verizon as their carrier for these analog CO's, but switched to Suddenlink (cable)to their analog service. The customer has had the same problem on both carriers. I have not tested the loop current, but suspect it is higher than accepted levels, but not sure that would be the problem.
I am open to any suggestions that anyone might have.

We installed the TDA100 TVA50 in 2007. Updated the software

Agree with brokeda, Panasonic tech bulletins on both the TDA100 and TVA50.
TDA bulletin dates to 2008 and we have had problems with incoming calls getting cutoff before applying patch which brings system to version 3.2052.
TVA50 bulletin dates to 2006 and addresses message cutoffs. I don't believe this wone will help your situation.
Definitely do the TDA upgrade as you stated you are using analog trunks and our problems were always on analog trunks.
Best, Mike.