I have a customer with a CICS and Call Pilot 100 voicemail. The issue they are having is intermittent and I am having trouble reproducing the problem. I do want to mention that this is one of those customers that do not report issues unless there really is an issue.

When a call comes in AA answers. Caller dials the extension number of the person they want to call for example 22 then extension 23 starts ringing. 22 and 23 are not the only problem extensions. This seems to happen at random times and is consistent for several calls. Then things seem to go back to normal.

Please ask any questions that will help you. Thanks in advance for the help.

Sounds like one of the CallPilots that needs a patch to fix DTMF issues. Nortel put out a patch that loads into the CP via laptop (using Telnet if I remember correctly)

Although it may be the phone system, don't assume it.

With todays cellphones, and IP-based lines, the DTMF tones that are being sent many times, may not be standard. Also, with a customer in a car, wind blowing 1 ft away from the cellphone microphone, the radio going, and other ambient noise---it's a wonder that any calls at all go through.

Go on site, take a cell phone with you, and call in and test it from your phone, maybe 10-12 times---then get someone to try it maybe 5 times from their cell phone. Use no headsets, and don't use the speaker phone.
If you don't have any problems, I don't think it's a hardware or programming problem with the CICs nor the Call Pilot. If you do have problems---then Plan B.

Mars,

Check the software level of the CP. Might need upgraded.

Thank you for all the ideas, I will be looking into them.

right now I have the customer keeping logs to see if we can pin point if there is any sort of pattern to this since it is so intermittent.

I second that about cell phones and such not sending tones as well as they should. Our auto attendant is provided by Meridian Mail and we occasionally have similar problems. When I call in on my cell, the system sometimes does not detect what I dialed at all or it detects digits when I did not dial any digits! It has never been bad enough to worry about, it's just one more issue to be aware of.

-Nelson