ITEngineer

I would check what the timing is for a hookflash from the IVR by default the Axxess Hookflash duration is 600 Milliseconds. This sounds like a timing issue but hard to tell.... I would check the error log and see if it is telling you anything.

I will try to do some research and get back to you because what you are doing is attempting to transfer a call back across the E&M T-1 it sounds like. Do you have the adapter to view the T-1 info using OLM? If this is the case you may have to create a Call Routing table for the digits to ring into. Let me ponder that a bit.

ITEngineer

It still appears to me this is a timing issue. Below are various things to try.

You will find "DTMF Digit Duration/Pause"

• The default is at 60 milliseconds.
• Try setting this to 80 ms. If it still does not work try 100 ms.

There are several factors at work when a CO Hook flash is performed while on a call, the system essentially reinitializes all call structures. The system does not know why the hook flash was performed, so it assumed it is a re-seize. The person performing the hook flash, is then prompted to enter an outside number.

The timer that is used next depends on whether or not the trunk is "subject-to-toll-restriction". If the "subject-to toll-restriction" flag is enabled, the system checks to see if any digits have been dialed. First, the "Dial Initiation" timer is started. If a digit has been dialed, the total number of digits dialed is analyzed, then either the "Interdigit long" timer (if the number is incomplete per North American Number Plan) or the "Interdigit short" is followed if the telephone number is considered complete.

If the trunk group is NOT subject-to-toll-restriction, the "Interdigit short" timer is always used. Once any one of the dial timers expires (Initiation, Short, or Long interdigit), the system checks for toll restriction. If the call is DENIED, we drop the call. If the call is allowed (i.e. not subject to toll restrict), CO audio is cut through.

Finally, the system will not allow the call to be placed on hold if dialing is incomplete. This is done because call cost must be applied to a call before it can be placed on hold. Since call cost cannot be applied until dialing is completed, one of the dial timers must expire (Initiation, Short, or Long interdigit) to complete dialing. Once one of the dial timers expire, dialing is completed, then call can be placed on hold. When a call is placed on hold, it is valid right away, then call cost calculation begins.

Incoming calls are normally valid immediately upon answer!

mach123

Thank you for all the information and immediate response. Basically this was a trunk configuration problem between the InterVoice and InterTel system. InterTel's implementation of E&M does not allow for hook-flash from the Intervoice system. Instead, the InterTel system was configured as OPX single line (all extensions were placed into a hunt group). The intervoice side was configured as loop start thus allowing for all hookflashes to work correctly and the transfers to go through successfully.

ITEngineer

Glad you have solved the problem.