VQ stats in CCPulse clear when we hit a "collect-digits" step in Avaya

Voice & Telephony
1

Hello all- new to this forum. A co-worker is having an issue with his VQ stats clearing when he hits a collect-digits step in an Avaya PBX vector. When looking at CCPulse we see the VQ peg when we enter the vector. When we hit the collect digits step (prompts caller to press 1 to go to voicemail or nothing to continue to hold) if we press nothing the VQ stat clears. The call continues to process normally but CCPulse thinks it’s gone. We have TServer version 7.5 running in our lab environment.

I remember something from a long time ago (over 4 years) about having to send the call out of the original vector into a new one to play the collect digit announcement, then back to the original after the step. Am I on the right track or totally confused?

Has anyone ran into this issue before? Any info would be greatly appreciated. THANKS!!!

2

FYI- we were able to correct problem. Here’s how we fixed it:

  • VDN 1111 goes to vec 1
  • When we hit the point where we need to offer announcement with route to vm if chosen, perform route to number 1112 which goes to vec 2
  • vec 2 plays announcement and collects digits. If digits selected route to vm, if not go to vec 1 @ step where we left off

As long as VDN 1112 is configured in CME as RP (or ACDQ) the VQ stats in CCPulse stays current.

1 Like