We have an Amazon Connect call centre we're setting up. Currently, we can make outbound calls and re-direct calls to agents on phone numbers ONLY for landlines, it won't recognise/call mobile numbers.
Is this a free tier limitation (dev environment) or something we have configured wrong? How do I troubleshoot this?
I have an Issable server running and integrated with Cisco Call Manager correctly. I am using Issabel server as my IVR system to answer calls without any direct extension callings.
My Scenario is as below: When callers call my DID number I have defined IVR which plays fine and ask the user to enter '0' for the operator.
Here is the configuration for the main ivr.
[ivr-4] ; Main-Menu
include => ivr-4-custom
include => from-did-direct-ivr
exten => s,1,Set(TIMEOUT_LOOPCOUNT=0)
exten => s,n,Set(INVALID_LOOPCOUNT=0)
exten => s,n,Set(_IVR_CONTEXT_${CONTEXT}=${IVR_CONTEXT})
exten => s,n,Set(_IVR_CONTEXT=${CONTEXT})
exten => s,n,Set(__IVR_RETVM=)
exten => s,n,GotoIf($["${CDR(disposition)}" = "ANSWERED"]?skip)
exten => s,n,Answer
exten => s,n,Wait(1)
exten => s,n(skip),Set(IVR_MSG=custom/WelcomeMessage)
exten => s,n(start),Set(TIMEOUT(digit)=3)
exten => s,n,ExecIf($["${IVR_MSG}" != ""]?Background(${IVR_MSG}))
exten => s,n,WaitExten(5,)
exten => 291,1,Set(__IVR_DIGIT_PRESSED=291)
exten => 291,n(ivrsel-291),Goto(ext-miscdests,4,1)
exten => 0,1,Set(__IVR_DIGIT_PRESSED=0)
exten => 0,n(ivrsel-0),Goto(ext-miscdests,3,1)
The above works fine if the caller enters only one digit, and in my case, this is '0' which works correctly. if the caller enters '291' although the "Direct Dial" option is enabled, the call is not passed to CUCM. In other words, the IVR is only able to understand one digit & if there is more than one digit dialed by the caller, the call drops.
I hope you understand my problem since I am new to VOIP services.
Many thanks and best regards
I am trying to analyze our telephone usage to evaluate our phone plan with our PRI provider.
I have enabled CDR records within Call Manager and am able to generate "Gateway Summary" reports which appears to create a report of total number of calls in each "Call Classification" group (On Net, Internal, Local, Long Distance, International, Incoming, Tandem, Others). Everything seems to be properly identified except local calls. Local Calls are being classified as Long Distance Calls.
I am generating the report by going to the CDR Analysis and Reporting Utility, and choosing Device Reports -> Gateway -> Summary and selecting all Call Types.
How can I change the classification for local calls so they are identified properly?
From my initial research, it seems that the Route Pattern is treating local calls like long distance calls. This seems to "work" because our region requires 10 digit dialing for local calls, but is potentially wrong and causing this problem.
I have about 15 phones and am looking to upgrade from asterisk to an all Cisco solution. Do we need to replace the phones as well?