[Sabibaby]

I’m not much of a phone tech but one of my customers uses two TalkSwitch 48CA’s. They’ve been using the systems for about two years and haven’t had any issues until about a month and a half ago.

My customer stated that people calling to leave messages get cut off before they can leave the message.

The main number is dialed -> First greeting comes on, says enter extension of the person you would like to reach -> connects you to that persons extension -> personal greeting comes on and is cut off within 5-10 seconds -> dumps person back to original “first greeting” telling the person to enter an extension.

Sometimes the system will allow you to leave a voicemail, other times it won’t.

I collected logs for talkswitch and they say the system is seeing a “zero” 0 come across which dumps the person back to the main voicemail. The believe it was an inflection in the persons voice that matches the same frequency of zero. I’ve had people change their voicemail greetings to no avail… I’m stuck.

Rebooting the talkswitches seems to resolve the issue for a week or so but then it comes back. The problem is so inconsistent and talkswitch is of no use… upgrade the firmware… get more logs…

Anyone have any ideas of what could be causing this?

Thanks
Sabin Smith

[eric]

What happens if you change the if '0' dialed settings for the voicemail?

Does the caller route to the new setting, or back to the auto attendant?

Does this happen with everyone or only some extensions?

Does this happen with a particular trunk? There could be signal bleedover from another line, where someone is dialing zero.

[Callum]

Sabin,

In the 3.24 release if TalkSwitch detected a 0 digit during the voicemail greeting the system would play "Invalid Entry..." and fall back to the Auto Attendant, if the 0 option is configured to perform no action.

In the 4.00 release using the same configuration, if 0 is configured to perform no action, if the system detects a 0 digit it would simply ignore the digit and continue playing the voicemail greeting. This will help with the problem with callers not being able to access the voice mailbox to leave a message.

You can obtain the TalkSwitch software at TalkSwitch North American Support Center

This release also has improved calibration routine that allows an increase of volume on the lines with a greater reduction of echo, which should reduce the likelihood of false DTMF digits being seen. I would suggest updating the system.

Callum Anderson
TalkSwitch Technical Support

[Sabibaby]

Thank you for your responses. I'll upgrade the system to 4.00 to see if this resolves the problem.

[djohnson]

A variety of things could be going on. I doubt the voice sounds like a 0 myself. In addition to Callums reply, also consider that the voice mailbox greeting could in fact have a touch tone in it. Sometimes, people errantly hit a key during recording their greeting, so, maybe there is a mailbox for example with a 0 or * in the greeting, it's right next to # which you normally hit after recording your greeting. So, check the voicemail recordings. Listen to the greeting for any touch tones, whether 0 or not. We've seen that any number of times.

My guess is there is a * in a greeting!

[Sabibaby]

I've upgraded the talkswitches as per TalkSwitch North American Support Center link. The upgrade from 3.24 to 4 was simple. Hopefully this will resolve the issues.

Callum -you mention "improved callibration routine". Is this something I need to do manually or will the systems auto-callibrate themselves?

Thanks,
Sabin

[djohnson]

You should calibrate them off of the Telephone Lines screen. When lines not in use, just click on the button and select all your lines. It doesn't take but seconds per line and it will adjust the settings based on what it measures for each line.