MerMail Remote Notification Question. - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

***hhallett*** · 12-08-2003, 06:03 PM

I'm pretty weak on Mermail, so I understand if this is seen as a silly question.

To set up the situation, one of our departments recently had their skytel service changed from 1-way (I'm told that this was standard paging to a single pager) to 2-way (I'm told that this allows the user to forward pages received by this service to any skytel pager they want). This was supposed to simplify things for their on-call people.

I'm trying to set up remote notification on the voicemail box assigned to their help desk to interact with the 2-way messaging. When the Skytel number is called for the pager a recorded menu plays.

I've tried setting it up using any of the available notification options (phone, tone, voice, numeric or service) but none work properly for this purpose. I've been trying to use (x being the actual pager number) 91877xxxxxxx***1*** as the dialing string with the MerMail access number as the callback number.

Anyway, the upshot of this is that their on-call has not been getting paged by MerMail since the Skytel service changed.

I've looked in TOOLS to see if I could devine a problem there. The only thing I can think of that might be an issue is that "play prompts to the paging system" is set ot yes for all of the entries it appears on. I'm concerned about turning any of these off because of any other voicemail RNs it might affect.

I have MM11. What am I doing wrong or do I have other options?

***John_In_Dakota*** · 12-08-2003, 07:27 PM

So your trying to get MerMail to call the SkyTel Pager? If so; make sure you have the Class of Service within this mailbox setup correctly. I'm sure the CLS has to be set to 3. You can toggle down to CLS, going off memory, and you will have a key to press for more options. Go down the list and make sure "Remote Notification" is selected.

Rachelle · 12-09-2003, 07:22 AM

So, the only thing that changed was the pager service itself? When you call the pager directly do you have to go through a menu or will it time out to allow for digits to be outpulsed to it? The MerMail Admin guides are very generic when it comes to the feature interactions. I will look around and see if I have an example already built in my systems. As long as you have outcalling and have the class of service for this user set to Remote Notification YES you should be good. I will look around more.

rlc

***hhallett*** · 12-09-2003, 10:05 AM

I'm sorry. I was unclear on one point. Remote notification worked for this voicemail box when the Skytel service was simply straight to a pager. Since the department had the service upgraded a menu was aded to the Skytel service and that's where the problems began.

Rachelle · 12-09-2003, 10:12 AM

Have you spoken to a technical rep at Skytel? They may not recognize * as being a pause. You may need to outpulse something else in your dialing string to accommodate the pause needed to make menu selections. Try that! Everything else should remain the same. That dialing string is the only change you should need to make to your MerMail.

rlc

**Chas2002** · 12-09-2003, 10:42 AM

Just a suggestion.......

Try using the # key as a pause, this is what I use on a Centigram system.

Also, does the MerMail dial the number via analog trunks? If so, throw a buttset accross and listen to the outdial, the answer by Skytel, and see what is happening...

***hhallett*** · 12-09-2003, 12:47 PM

Quote:

Originally Posted by Rachelle

Have you spoken to a technical rep at Skytel? They may not recognize * as being a pause. You may need to outpulse something else in your dialing string to accommodate the pause needed to make menu selections. Try that! Everything else should remain the same. That dialing string is the only change you should need to make to your MerMail.

rlc

Unfortunately, the only digits I can put in for the dialing string are 0 thru 9 and *. Mermail won't recognize anything else as valid for this field. Also, yes we've spoken to Skytel and their Rep was as helpful as talking to a brick.

Rachelle · 12-09-2003, 01:46 PM

Okay, here is another thought. Have you run an Audit Trail on one of the mailboxes that won't page properly? Could you cut and paste a sanitized version so that we can pick it apart for clues?

rlc

Rachelle · 12-10-2003, 03:04 PM

Okay, I have a few places for you to look, read, and explore. If you have Meridian Mail System Administration Tools Guide, check out chapter 22. This covers RN Administration. After you read that, look at your MerMail. Go to Voice Administration and then to Outcalling. How are your settings defined? These can be changed through the TOOLS menu and finding the RN Administration section. You then define the characters yourself.

Read through here and look at what you have. Post back with any loose ends.

rachelle

***hhallett*** · 12-11-2003, 12:35 PM

Quote:

Originally Posted by Rachelle

Okay, here is another thought. Have you run an Audit Trail on one of the mailboxes that won't page properly? Could you cut and paste a sanitized version so that we can pick it apart for clues?

rlc

It's only 1 mailbox (so far) that is the problem. I don't know what an "Audit Trail" is, but I ran a session trace when testing the box and got the readout below:

Session Trace
Name: DESK, IS HELP Session Type: Express Messaging
Mailbox: 5xxx Session Start Time: 12/11/03 09:49
Customer Number: 1 Sbox: Session End Time: 12/11/03 09:50
Session Length in seconds: 28
Start of Session
Total Msg: UnPlayed Msgs: Called DN: 4xxx
Calling DN: 4xxx
During Session DN Type: internal extension
New Played: Arrived: Call Origination: Internal
Sent or Left: 1 Composed:
Replied: Forwarded: Last MWI Action: Turned On
Time Delivery sent: External Msgs affect MWI: No
Messages in other Sub-
End of Session Mailboxes affect MWI: No
Total Msg: UnPlayed Msgs:
Message Lengths(Sec) - Minimum: 10 Maximum: 10 Total: 10

I know that the digits I put into the target DN block are being outpulsed. What I can't seem to do is get anything after the phone number to be recognized by the other end. Remote notification worked for this voicemail box when the Skytel service was simply straight to a pager. Since the department that uses the mailbox had the service upgraded a voice menu was added on Skytel's end and that's where the problems began.

I think that the big issue here may be that the Skytel end is expecting "#" to register a dialing termination. But, our MerMail won't accept a "#" in the Target DN block. It IS programmed as a Pager Data Terminator in Outcalling Administration, but I can't enter it into the Target DN.

And maybe I'm chasing the wrong thing, I don't know.

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