We have a customer with a Siemens HiPath and Xpressions voice mail sorry for some reason I don't have the versions. Here is the problem,
when an outside call comes in thru the PRI, thru the CSU/DSU, thru the T-1 card and finally getting to the processor, the harmonics are getting distorted and the auto attendant does not recognize them. For example, when a customer dials an extension, it sends the call to another extension. Does anyone out there have a clue what could be the problem? We have tested several times, but would like your expertise advise. Thanks so much.
How do you know that the "harmonics" are getting messed up? When a caller calls in and goes to a place they did not dial does it always go to the same "wrong" place? In other words, does there seem to be any sort of pattern to the mistaken identity?
Have you swapped the CSU/DSU or PRI Card? As a side note the 3700 is discontinued. Is this Xpressions x.0 or Xpressions Compact? Both Xpressions are still supported, of course that depends on the version you have.
Steve
Hi Steve, thanks for answering. I have a typo, it is 3800 NOT 3700. What my tech found out yesterday was that when a caller dials an extension, it takes them back to the auto attendant. The customer had given the above example. We do not have a CSU/DSU or PRI card to swap. The tech is taking it down tonight after hours and said he is going to try to bypass the CSU/DSU. This has happended in January this year and he downloaded a new patch to it on January 22nd. We are wondering if there are new patches since? Thanks again.
I forgot, it is Xpressions Compact
Is it a 8 or 24 port Xpressions Compact? We have a lot of 3800 systems in the field and have not seen this issue before. I woud lean towards something funky in the CSU/DSU OR the Xpressions Compact.
The 24 port Xpressions compact systems have had a lot of issues. We do not sell them because of this. The 8 ports are a great vmail for the price point and we rarely have issues, but the 24 port version seem to be riddled with issues.
Steve
Hi Steve, I'm checking on the # ports of the Xpressions but don't have an answer. We uploaded an update in January and it fixed the problem until now. Are there any new updates for this HiPath? Here is the complete info for the system.
HIPATH - 3800 – SYSTEM: HE600P.15743 VERSION # 743.000
I called the customer today and when she answered, it immediately cut us off automatically. This is really stumping us. Thanks so much for your help. Do you give tech support via phone? If so can you send me a pm with the info? Thanks.
Hello Trish and Steve.
An update solved this error on your system but the problem has now returned.
Ask your technician to re-apply the update and then do a write customer database to card.
There is an SD card on the main board, if the system crashes for whatever reason, it can read and apply the old customer database from this card. If a major update has been made but the card not overwritten afterward an older database can be re-installed.
If this makes any sense at all.