Instructional Greeting not playing?

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Instructional Greeting not playing? #591738 08/03/15 06:53 AM
Joined: Aug 2015 Posts: 42 USA Eric B. OP Member
OP Eric B. Member Joined: Aug 2015 Posts: 42 USA	Incoming calls receive the welcome greeting, but it then rolls straight into the default instructional greeting ("Begin recording your message at the tone..."). I have confirmed that instructional greeting 3 exists and is selected for User Agent 990 (and 990 is the default user agent). I know the IG works, though, because if I dial # while the greeting is playing, it kicks me back to the IG. Based on everything I've read in the forums and in the manuals, it's not possible to skip the IG on the default user agent, so I'm really confused about why it wouldn't play. I also understand that the system is designed to never* play a custom IG in non-default user agents, even if they are recorded and selected. The IG has worked in the past, which makes me think I've fudged something up. Since I'm so new to this, I'm very careful about the options I change and save. Obviously not careful enough? Thanks for any guidance. Eric

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Re: Instructional Greeting not playing? Eric B. #591757 08/04/15 10:11 AM
Joined: Aug 2015 Posts: 42 USA Eric B. OP Member
OP Eric B. Member Joined: Aug 2015 Posts: 42 USA	I've done a little more digging. It turns out that the custom Instructional Greeting does work, but only if you arrive at it by way of DIT to 555. Under normal circumstances, incoming calls DIT to 201, which is a phantom DN that rings on a key on the DSS of our reception station (100). It also rings to the rest of the phones in the office after xx seconds via a pool line group. After the time specified in CF No Answer Time, it goes to 990 voicemail. However, only the greeting plays, not the instructional greeting. We have one line that DITs directly to 555, though, and that always plays the correct greeting / instructional greeting. I feel like I'm missing something really obvious here, but I can't track it down. Any suggestions?

Re: Instructional Greeting not playing? Eric B. #591759 08/04/15 11:02 AM
Joined: Jun 2005 Posts: 2,702 Likes: 7 Irvine, CA US newtecky Member
newtecky Member Joined: Jun 2005 Posts: 2,702 Likes: 7 Irvine, CA US	For one thing mailbox 990 should not say "Begin recording your message at the tone..." since recording should be disabled. Since I can't see the trace, I'll have to make some guesses. Either mailbox 990 got changed in some way using admin software, or mailbox 990 is not playing when you call the main line. If the system seems to play correctly when you call directly to VM or exit a user box, then maybe it does not go to mailbox 990 after ringing to PhDN 201 Where I would start is looking at the VMID of PhDN 201 , and watching the Status in Stratagy ES Admin while you call into a phone line. Also Stratagy Trace will provide additional details while you call. David Tele Express Business Systems

Re: Instructional Greeting not playing? Eric B. #591760 08/04/15 11:08 AM
Joined: Aug 2015 Posts: 42 USA Eric B. OP Member
OP Eric B. Member Joined: Aug 2015 Posts: 42 USA	Thanks, David. I'll give that a shot and post back here with any updates.

Re: Instructional Greeting not playing? Eric B. #591763 08/04/15 12:15 PM
Joined: Aug 2015 Posts: 42 USA Eric B. OP Member
OP Eric B. Member Joined: Aug 2015 Posts: 42 USA	It's my understanding that the trace files can only be read by a Toshiba tech. Is that right, or is there a tool to decode them? I'm seeing mdt sdt files.

Re: Instructional Greeting not playing? Eric B. #591770 08/04/15 02:46 PM
Joined: Aug 2015 Posts: 42 USA Eric B. OP Member
OP Eric B. Member Joined: Aug 2015 Posts: 42 USA	OK, I think I figured it out. It was a combination of having "store messages" enabled and the wrong setting in the chain. Still seems like very strange behavior, but everything seems to work now as I expect it to. Sorry for the chain of posts.

Re: Instructional Greeting not playing? Eric B. #591785 08/04/15 10:40 PM
Joined: Jun 2005 Posts: 2,702 Likes: 7 Irvine, CA US newtecky Member
newtecky Member Joined: Jun 2005 Posts: 2,702 Likes: 7 Irvine, CA US	Sometimes combinations of store messages, how the call is transferred to the voicemail and when you have VMID as 990 can cause unpredictable behaviors . I was told by a former Toshiba guru at my company to use a VMID that does not correspond with an actual mailbox. Then the main greeting will always play correctly (assuming that you have store messages box unchecked). Mail Box 990 is default. It will play when Stratagy does not have a better place to send the caller. I can see that the voicemail picked up the call as if it was Ring no Answer for user 990 and tried to record a message. The second time the greeting played was as an automated attendant. You are correct about the log files in the PBX. They are only useful to Toshiba support. David Tele Express Business Systems

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