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  • Proper calling operation clarification

    I need to get a few things straight and I'm hoping someone can chime in with their experiences here.
    We are just now starting to move out of our testing phase and into production. We have Android and iPhone and NO blackberries.

    Cell phone is not connected to WiFi, connected to 3G and mobility client on. When an incoming call comes into the cell phone, is it supposed to launch the mobility dialer? Do you have options to transfer to 4 digit on cellular? We don't. If I change the 'Cellular Call Answer Conformation' to IVR, or DTMF, either way I still get the prompt to send DTMF.

    If the mobility client is off and I'm in WiFi I still get the call to my cell phone as a cellular call.
    If the mobility client is on and I'm in WiFi, it comes into the mobility dialer.

    Basically, it doesn't matter if my SRAC is on or off, if my desk phone rings, I get a call to my Android as a plain cellular call with the native dialer every time unless I am in WiFi with the mobility client on. Then I get the SRAC client dialer.

    Is this normal?

  • #2
    I have a Samsung Galaxy S2 with the SMR and the behavior you described sounds similar to mine. As far as I know the RA app doesn't allow transfers through the cellular network, you need to be on WiFi so you can leverage SIP. Also, if you checked "Use Native Dialer" in the options on your RA app on your Android that would explain why you got the normal dialer, my Galaxy uses this too. I used to have a HTC Legend and it never worked with the native dialer so I was forced to use the RA dialer.

    Also as far as I know you need to have IVR set up for Androids to be able to receive calls on the cell network, I don't really know why but I remember hearing/reading about it during one of the Mobility courses. In older builds, if you set it to "none" you would answer an enterprise call on cellular and all you would get is dead air on both ends. Perhaps the new build makes it so you cannot make the same mistake I did and forces IVR?

    If the mobility client is off then you shouldn't receive any calls, are you sure it's not running in the background? What Android handset do you have? Using the mobility dialer on WiFi also makes sense as it adds the Transfer and other buttons (again because it can leverage SIP on WiFi).

    I would first check to see if your handset is supported, then look at the version of Android you have and make sure it is supported. Having a non-compatible device in either of these respects can cause some pretty weird behavior on the RA app (I recently upgraded my S2 to ICS 4.0.4 and ever since I did the RA occasionally crashes and mishandles calls).


    • #3
      That makes sense why I can't transfer on cellular with no SIP. It's just that some people at my office swear that they saw this being done in a Shoretel demo.

      About the receiving calls even though the mobility client is off... Yes, this happens on Iphone and Android. I have an unsupported Galaxy Nexus and have kind of made it work like this:
      The way I see it, the SMR user config has my cell phone number. It calls me on my cell when it realizes that I am not on WiFi. I, and others have absolutely no mobility controls on cellular, iPhone or Android, and both have the native dialer when on cellular. We have no BB. If the app is on, or off, or uninstalled, we always get a plain cellular call when on cellular. Any one see this? External ext. assignment is not on.
      I do get some odd behavior on my GN, probably because the device isn't supported, and the OS isn't supported. That doesn't explain the iPhone's though.


      • #4
        That's strange that it is calling your phones with the app uninstalled... Have you checked to see if anything like Find Me/Follow Me is turned on? Maybe additional phones? I guess you could always look at the TMSNCC log and see if you can trace where exactly the call came from, it might give you some hints.

        If that doesn't turn anything you should call TAC as it may be some type of glitch with the SMR/Director.



        • #5
          Originally I had the Mobility trunk group configured in a way that the SMR could not use the trunks. This resulted in WiFi working fine, but when users were on the road, since the trunks didn't work, it was using cellular data. I have this allowed. That's why users kept saying that they always got a "Mobility Dialer" every time they received a call. It was acting like a remote WiFi connection. Voice over cellular data is poor by the way. When I got the trunk group fixed (somehow authentication was on) users suddenly started receiving calls on cellular using minutes and they started getting the IVR Incoming Enterprise Call message. They were not used to this and figured something was wrong. They no longer had the Mobility App on cellular and they figured they should.
          Apparently, when you are out of WiFi range, with the SRAC app on, or off, you will get a cellular call. The SMR has your cell phone number and if it can't reach you on WiFi, it calls your cellular number, as a cellular call. If you have a phone where you can use data and voice at the same time, if you navigate to the Mobility App during a cell call, you will have a transfer button. This button does not work for me but is supposed to work, but slower according to the manual. It calls the SMR back and transfers that way.
          We had a Shoretel sales engineer in our office last week and he is saying that his mobility (iPhone) works the same way and that this is proper operation regarding the cell call activity.
          To clarify, the SRAC app does not work when you are only in a cell area and the SMR will call you as a cell call using the native dialer whether the app is on, or off.