Unity v4.0(5) with Callmanager v4.13, sr1 integration. I have a user who has vonage at home, she dials into unity to listen to messges, hits the * to login, prompted to enter extension and # which she does and gets error that the id is not recognized. The account is fine,s he can access unty via her cell phone. Any ideas? Thanks.
When she dials in via her cell phone, is she also pressing * and then entereing the ID? Or does it recognize her calling number. It's pretty much certainly not a Unity problem. I have seen issues myself with vonage, but it's usually where it won't recognize DTMF tones at all because they've had stuff misconfigured on their outbound gateway. You'd have to look at the CCM traces and possibly the Unity traces and see what exactly Unity is receiving when the user is entering these digits. The Unity Skinny macro traces would help a lot.
If you turn on Micro Trace PhraseServer to Monitor option 12, DtmfInput, you can use Port Status Monitor (x:\CommServer\Utilities\PortStatusMonitor\PortStatusMonitor.exe) to see if Unity is getting the digits.
The other choice is to turn on Micro Trace PhraseServer option 12, DtmfInput, and look through AvCsMgr logs for the call
also look at Cisco Unity with CallManager Problem with DTMF
I just ran into the exact same situation with an employee dialing into an CRA script that we use for inbound FAC.
We store the user's FAC in one of call variables. After reviewing the records, it was obvious that the user either cannot user a keypad properly, or the DTMF tones were be incorrectly sent/identified. He has been tasked to look through his Vonage documentation to see if there is a client side setting he can adjust.
As no one else in the organization is having the problem, so it seems to point to Vonage.
marschne, you mentioned a problem with Vonage's gateway, did they resolve this issue? Was the action prompted by the Vonage user?
Actually it happened on my personal Vonage phone calling my Unity system at work, so I was in a pretty good position to tell them that nothing was coming in from the Vonage side. I called Vonage and gave them a dial-in number to test with and after the escalated it to someone who had access to their gateways, it got fixed. I didn't get an explanation as to what they did, but the problem did go away.
We have some user that have Vonage at home and when they dial our VoiceMail number to check their vm, they are prompted for their user id. When they enter the user id and hit the "#" symbol, they get a message: "unrecognized number"..please try again"
I have spoken with Vonage, and as someone else mentioned in this forum, it is a DTMF issue.
You will have to call Vonage and have them fix this. It is their end.
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