sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Inter-Tel Axxess R-A-C Timeout

Hello all,

I have an Axxess system running 8.232. We are using Intelligent Router to record certain calls and route the recording to a non-default mailbox. In order to do this, I had to enable "User-Keyed Extension" for the affected stations. Doing this asks the operator what extension to use before timing out approx. 15 seconds later and using the extension specified in Intelligent Router. This is causing the beginning of those calls to not get recorded. Is there a setting in the system to reduce this timeout value?

Thanks,
RC

I am not totally positive but I think it is the Dial Initiation Timer which is a System Timer. The default value is 15 seconds. The problem is, since it is a System Timer, it will affect all stations on the system. The timer also determines how long to wait before sending a reorder when a station goes off hook and doesn't dial anything. There my be a better way to accomplish what you want the system to do but I am not sure on that either.

We had similar issues when using Contact Center Suite. I'm assuming you are recording calls. We programed the endpoint RAC settings to a specific mailbox and set user keyed mailbox to No. We also had to remove the Record button from their keymap. Before these changes, when the recording was initiated, the phone display would show a request to enter the mailbox. Also, the Record button LED would light. Which defeats the entire purpose of the recordings. Also, be aware of another possible situation. A conference call is created between the caller, the local user of the phone and the recording mechanism. If the caller hangs up first, the conference call between the local user and the recording may continue. It will continue until the local user notices the "IC to Record" display, and hangs up. This keeps the local user from receiving the call, and lets the local user know they have been recorded.

Unfortunately, we need to leave user keyed mailbox set to yes, because we have more than one rule doing recordings - and they record to different boxes. With it set to no we can't override the default R-A-C mailbox. So yes, the agent gets the display requesting a mailbox number. I was hoping to reduce the timeout value for that prompt if there are any more ideas.

Thanks,
RC

RC -

Intelligent Router contains a rule called 'Trunk Call Recording'. The purpose of this rule is to automatically record some or all calls.

Intelligent Router uses the CCS Server to send OAI commands to the phone system to initiate the record-a-call feature on the voicemail.


As the Intelligent Router rule is triggered by the extension answering the call, the first few seconds of the conversation will be missed while the messaging between the phone system components is carried out.

Change your rule from a mailbox number to a mailbox number and '#'. So if the mailbox you want to record to is mailbox 900, change that to mailbox 900#.

superfoneguy,

That was the answer I was looking for! It's working great, thanks!

I'm surprised the answer was so simple, but I'm glad it was able to be accomplished.

Thanks again to everyone for your help.
RC