Issue completing transfer of call to toll free number where AT&T has menu in net

[danalee]

We are having an issue when we are transferring a call to a toll free number.  The problem is the call is provided with a multi-level menu in the AT&T network and the IVR is not able to detect the call being answered so that the person on the phone can answer the questions.  We have a Nortel PBX and we are not using GVP, so we have to use the IVR driver.  We have performed switch traces and we do not get back an answer event until the menu times out and is transferred to a representative (takes at least a minute).

Is it possible, using the Genesys IVR driver, to force the completion of the transfer before the call is answered?  Hook Flash in the IVR does not work until call is actually answered.

[cavagnaro]

Your issue is related more to PSTN signals rather than software...even using GVP if the ISDN doesn't send the CONNECT message then you are stuck...
Ask your PBX guys to do traces at SIGNALING LEVEL, so you see ISDN/R2/QSIG messages and see if the other PBX is or not sending the connect message. Maybe it is good as the CONNECT message doesn't arrive they don't charge you, on the other hand you may want this. So, propably AT&T network sends another message like IN_PROGRESS or similar, so you have to instruct your PBX to interpret such message as CONNECT one.
Regards