sundance-communications.com/forum Forums Other TDM Phone Systems VoiceMail Systems and Programming Interchange 12.0 Cuts Off The Beginning Of Pre-recorded Messages

Several of our employees have commented that they cannot hear the beginning of some of the pre-recorded system messages in our Interchange voice mail system.

For example, after I press 1 to leave a message, I hear:

"tone. When you are finished recording, you may press pound, or simply hang up."

According to the manual, what I should hear is "Please speak after the tone. When you are finished recording, you may press pound, or simply hang up."

When I retrieve a message, I hear, "You have 1 new voice mail message. Main Menu. To listen to to your messages, press 1. (and so on.)" Which is fine. But when I press 1, I hear:

"listen to new message press 1. (missing the beginning To)."

There are other examples, but the effect is consistent. The beginning part of several messages can not be heard. It seems to happen after a keypress in response to a system prompt. All of the recorded messages from employees seem to play all the way through.

Is there a configuration option to correct for this?

What type of phone system is this connected to?

The voice mail system is: Interchange 12.0
The phone system is: Comdial FXS

The reason that I did not think that the PBX was important is because the problem occurs after the PBX has transferred control of the call to the voice mail system. The problem seems to occur when the voice mail system is playing a prompt, but the caller presses a key before then end of the entire prompt message has been heard.

Sometimes the length of the DTMF coming from the switch will cause this to happen. You might check that out. Maybe the setting got changed. I think there is a separate DTMF length setting for VM than for the rest. Check that out and see if the two are different. Let us know what they are set to.

If 12.0 is running on the Comdial FXS's onboard PC, isn't that asking a bit much for that overworked P1?

The digit length was where I was thinking this may be also.

Do you know if the voicemail is a digital port or analog port? If it is analog, I would put a test set on the port and monitor it while you duplicate the problem. See if you hear it coming out of the voicemail on the test set. If it is digital, I would try to service observe the vmail port and see if you hear it.


5years,did I miss something? What makes you think its on the COB onboard PC? Those are only DOS base cards.

Hi Bigdog,

I think he means the old FXS where the PC is in the cabinet. Not the new DOS card that goes into the FXII

JIm

Right on. That's what I was referring to.

5years&counting: The DTMF Tone Length is 160Ms. The VMail DTMF Tone Length is 320Ms. Interchange 12.0 is running on a dedicated 1.7GHz Pentium 4 PC with 256MB of RAM.

BIGDOG3c: The voice mail system is connected to analog ports. I will post an update after I perform your suggested test.

Question: I can see how the tone length could be a problem if the system was not selecting the right prompt after receiving a digit. But the system always selects the right prompt, it just cuts off the beginning of the message. How could the tone length account for that behavior? Could the voice mail tone length be too long and perhaps the message prompt begins to play while the PBX is still sending the DTMF tone?

I thought DTMF was usually set to about 80ms. In fact, I thought that was the default setting.

Okay, I just checked in VMMI. Your settings are WAAAAAY long. default for both the DTMF Tone Length and Vmail DTMF Tone Lengths are 80ms each. Anything longer, even the 160ms, will give you the results you are experiencing. I know because I once tried 160ms.

You are correct. The tone is still coming out of the system by the time VM starts playing the prompt. Therefore, you don't hear the first part of the prompt.

Thank you, 5years&counting. I changed the both tone lengths to 80ms as you recommended and the problem went away!

I appreciate everyone's suggestions.