2nd simultaneous call to DID goes to wrong mailbox

[telephonesteve]

Here is the situation.
Sorry for how long this is but I figure the more detail the better.

A caller calls a DID and it rings then goes to the proper mailbox.
When a 2nd call comes in at the same time, the second caller does not hear ringing and a few seconds later gets deposited in to the wrong mailbox.

The 2nd called gets put in to the mailbox which corresponds the last 3 digits of the DID. Unfortunately the extensions and DIDs do not match up.

example:
Caller 1 calls 555-0241 this then CFNA to the correct mailbox 369 (for extension 369).

Caller 2 calls 555-0241 this then goes to mailbox 241(for extension 241) and NOT mailbox 369.

Here are the settings:
x.369
Line200 Appear and Ring
Line Pool Access A
Prime Line I/C
Intercom keys: 2
Answer DN: None
CFNA to 376 (voicemail) in 6 rings
Busy Forward: None
DND on busy:No
Allow redirect:N

Line 200 settings
Private to:369
Rec'd 241
If busy to Prime
Prime set 376 (voicemail)
CLID None
Aux ringer No


I experimented and changed the busy forward for the extension to voicemail X.376.
The 2nd caller got silence but then was deposited into the correct mailbox, but the caller did not get any ring back just silence.

The 1st caller received ring back and went to the correct mailbox but got there AFTER the 2nd caller.

I increased the intercoms from 2 to 3 and that did not do anything.

OK on a final note something very strange.
As I watch my call appearances on the Remote Tool Set as they come in something weird happens.
Lets say the 1st call comes in on line 1 and the second call comes in on line 2. Call 1 remains the same and is OK but call 2 just before it goes to the VM box hops from line 2 to line 3. The arrow goes out on line 2 and then appears on Line 3 then I get voicemail. FYI: They have a T1. Any ideas on this. It happens consistently. From line 2 to 3, line 3 to 4, whatever it drops the lower line # and skips up to the next line.

Is there a way to make this smoother for the 2nd caller, I am sure most people would not wait during 20-30 seconds for something to happen. They do get enough after hours calls at the same time to the same extension that this is a big problem for them.

Help!!


Thanks in advance,

Steve

 

[luv2ski]

change prime set to the extension dn not the vm dn

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

 

[telephonesteve]

Pat,

I just tried changing the prime set to the extension. It does the same thing, the 2nd caller goes to the wrong mailbox.

Is there some setting within the NAM that could fix this???

The only thing that kind of works is setting the extension busy forward to the VM ext., but the caller just gets 20 seconds of dead air and then the correct mailbox.

Thanks,
Steve

 

[cowenby]

What is the MICS version? What is the NAM version? Could this possibly be related to the Redirect DN issue?

I had so many problems trying to setup a NAM, we returned it and bought a CallPilot 150 for less money. The CallPilot is both installer and user friendly, easy to setup and works like a charm. Also, the CallPilot is 100% solid state, no hard drive to fail.

CallPilot 150
8 Ports
100 Subscriber Mailboxes
60 Hours Storage
Cost < $2,800

 

[telephonesteve]

I feel the same way about the CP but this system has been in for about 2 years. They do have XC 5.0 and NAM 4.0.04C. The Redirect DN issue has been resolved.

This has taken quite awhile for me to duplicate. The customer reported calls going to the wrong mailbox but every time I called in it worked since I was the only caller. There was only a few compaints to start with, but there was eventually so many that I dug deeper and found out what was happening.

Does anyone have any more ideas for me to try.

 

[MarvO1]

How many appearances of the target line do you have on each set? Hopefully more than 1. can also be set to ring only since you have several intercom buttons assigned. The second call will hit the set, then FNA to the right mailbox if not picked up.

MarvO said it

 

[luv2ski]

WHOSE MAILBOX DOES SECOND CALL GO TO. COPPER DID ?? MAKE SURE TRUNKS PRIME TO NONE ...T1 AGAIN MAKE SURE TRUNKS/CHANNELS PRIME TO NONE

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 

[jaco235]

This is the way I would program line 200.
Line 200=public
prime set=241
I hope this will help you.
Jaco 235