Pair Contacts to Calls

[davis124]

Hello -

So I have been trying to figure this feature out on the IP Phones, "Pair Contacts to Calls" and I must be missing something here...

So when I create a contact, I have to put a *9 in front of the external numbers for CM to send the call out correctly. I am not sure if there is a setting in the 46xxsettings file that would remedy this, but from what I have been reading there is no setting to fix this, the only option is to insert the ARS code on the Call Logs (But I might have missed something).

So with the *9 in front of my external numbers, calls will flow out correctly BUT I find the Pair Contacts to Calls feature is lost because my ANI is not going to show *9 so the match is not made. I end up having to put a 2nd entry of the phone number without the ARS code so the pairing matches.

I am wondering if someone has got this to work where you don't have to put the *9 in the contacts (And if so what might I be missing) OR is there another way to have the phone pair so that it can still have the *9 but just look at the numbers on the contact?

[mskinner]

Depending upon your release of Communication Manager, you should use the "calltype analysis" screen to insert your ARS access code. If you do that, then your contacts will match the incoming ANI and you should get a screen pop.

[davis124]

Originally Posted by mskinner

Depending upon your release of Communication Manager, you should use the "calltype analysis" screen to insert your ARS access code. If you do that, then your contacts will match the incoming ANI and you should get a screen pop.

Thanks for your quick reply!

We have CM 5.2.1, so in looking at the calltype analysis and found some limited information from Avaya on how this feature works. When we follow the instructions we still seem to have a problem and it might be because I am not sure how that feature really works...

So I have put a test number in the calltype analysis (I am using the entire 1-866 range), on the 1st point I delete 0 and the type is ARS (This is how the Avaya documents explain how to set it up) and then I rebooted the IP Phone. In the insert field the Avaya docs say to leave it blank, but even if I need to fill it in with an ARS code it will not take the *9.

So do you have any job aids, hints/tips/tricks on how this should be setup?

Thanks again!

James

[davis124]

Has anyone got this to work with Call Type Analysis? If so would you be willing to share your configs? We have tried multiple ways and still can not get this work as suggested...

Thanks

James

[davis124]

Originally Posted by mskinner

Depending upon your release of Communication Manager, you should use the "calltype analysis" screen to insert your ARS access code. If you do that, then your contacts will match the incoming ANI and you should get a screen pop.

So just to let you know what I have found so far on this and getting Calltype Analysis to work with the Contacts on the IP Phone.

Looks like another error in Avaya documentation, according to their own Internal information. I found a Insite Article: SOLN229827


PROBLEM CLARIFICATION

Can't dial with call type analysis table from phone's contacts list

CAUSE

According to the CM system feature guide, the phone signals for Call Type Digit Analysis when the user places a call from the phone’s call log or from the contacts or corporate directory. The telephone sends to Communication Manager the information stored in the call log, or from the list of contacts or the corporate directory. Communication Manager uses the Call Type Digit Analysis Table to analyze the stored number, determines a corresponding dialable number, and makes the call.

The telephone assumes the numbers in the Contacts application are in dialable format and all other numbers in the Redial buffer(s), Call Logs, and browser ‘click-to-dial’ links, are not in dialable format.

Per 3.2 administration guide: https://downloads.avaya.com/css/P8/documents/100169217 log dialing digit analysis is requested for all calls originated by the Redial buffer(s), the local Call Logs, and all web-based dialing.

This feature is not applicable for contacts dialing.


SOLUTION

This feature is not applicable for contacts dialing; phone working per design


According to phone specifications MR 54395+54389 COMPAS 111781+141818 COMPAS 141818 96xx 3.1 test plan for smart enbloc dialing: The telephone assumes the numbers in the Contacts application are in dialable format and all other numbers in the Redial buffer(s), Call Logs, and browser ‘click-to-dial’ links, are not in dialable format.


So Contact Dialing is NOT supported via EnBloc Dialing, does anyone know if there is a suitable work around? I can't seem to get the Contact Lists to use the Enhanced Dialing Rules found in the 46xxsettings file either.

James E. Davis