AT&T Partner plus 4.1 incoming calls issue

[jay1973]

I have at&t partner plus 4.1, after power Failure I'm having problem with incoming calls. phone rings once then stops. Anyone can help?

 

[TouchToneTommy]

Do you have voice mail? If you lost your programming because of the power failure, the voice mail ports are no longer programmed and are answering on the 1st ring.

Or possibly you have a shorted extension, that was not programmed to ring previously, and now the default is to ring on all lines, and this extension is answering.

Can you provide some more info on your system, please.

 

[Dexman]

If the processor's programming has been lost you -can purchase a UPS to hold the system over for short power outages.

However, given the age of the Partner Plus, a better route would be to upgrade the processor to an Avaya Partner ACS R8 to take advantage of several improvements over the Partner Plus.

If it ain't broke, I haven't fixed it yet.

 

[Squelchtone]

I'm glad I'm not the only one with this problem. This weekend I was working on a customers Partner II 3.1 and had to reboot it in order to connect the Amphenol cable to the new carrier and expansion card. What I didn't know until they called me at 8am this morning is that the onboard battery in the processor card on the main carrier is shot and I wiped out the entire config. A strange thing happens now where if you call into any of the lines L01-L06 you get a half hearted ring, and then auto attendant says transferring your call and it rings at Ext 10. All the office phones still have L01 thru L06 on them and the workers can still pick up the line from their phone when they see the calls are going to Ext 10. Problem is that nobody sits at ext 10 right now, and I've gone into Partner Mail R3 card using Intercom 777 then 99#, password, to make sure Auto Attendant is not assigned for L01 thru L06, and night mode is off.

I also discoverd that while doing #505-7- 28 thru 34 that ONLY 32 will dial into voicemail, the others just ring and ring when assigned, so I have unassigned them all and only 32 is working when you dial Int 777.

if I do #206-7-01 thru 06 they are not assigned

#310 is Assigned

#506 is set to Immediate
#507 is set to VMS on always

Now, I'm not a Partner expert, but from the settings I went into I think I've got everything covered so my only theory is that something is not right in the processor card in slot 3 or the voicemail card in slot 5. It should not be picking up to auto attendant at all, before I rebooted the system on Saturday it would just ring L1-L6 on all phones and whoever saw the phone ringing would pick it up. Now its all funneling to Ext 10 after half a ring. :-(

I also need to program line privacy so when someone picks up line 01 and someone else presses the button for L01 on their phone they dont get to join the line.. Anyone know the code for that, is it #304?

Hope someone has some advice, I'll be back on site of the phoen system tomorrow at 4:30 EST to try some more stuff.

Thanks guys,

Squelchtone

 

[allisland]

The VS 3 voice mail is only 2 ports in your system, only exts to assign in #505 grp 7 is 32 and 33,take anything else out.

 

[allisland]

Sorry my reply was meant for Squelchtone didn't see he wasn't the original poster!

fast fingers slow eyes! or CRS

 

[Squelchtone]

Since card 206E's last port in slot 4 was Ext 27, I logically started with x28 as being the line to call into my 2 channel voicemail, but nothing worked until I go up to 32, then i tried 33 and 34 and they didn't work, so all i have working is 32 right now. I have 28,29,30,31 unassigned and 33,34 unassigned.

Thanks for your quick reply,
Squelchtone

 

[TouchToneTommy]

VS Mail uses the LAST 2 ports on the card, the 4th slot is 28 through 33, and without an expansion card in the voice mail, your voice mail ports are 32 and 33.

Call Intercom 33 again, and see what happens!

 

[Squelchtone]

@TouchToneTommy I'm off site right now, but I just called the main number and after 1 ring and a second of dead air a female voice says "your call is being transferred to the receptionist" 20 seconds later it repeats this system recording. So even though I programmed the Night mode button earlier today, and I think they used it when they went home for the night, (I tried it out and you could see the green LED lit under the button, but I don't think its actually doing anything at the moment.) Still that issue of when a user is sitting at their phone and someone calls this company, you see L01 light up, about half a ring is heard, then for the caller, the VM picks up and attempts transfer to receptionist (Ext 10.) Then Ext 10 rings off the hook for a while.

Intercom 33, the last time I tried it was just ring ring ring ring ring ring, never picked up to VM menus (I went in after that test and turned off that ext in #505). Not sure if backplane or VM card is on its way out.

When I accidentally wiped out the entire config 2 days ago, what would have been wiped out to make the system pick up on the 1st ring like this and try to call the receptionist? Do I not have some basic feature turned on/or off or not configured to the correct selection?

Thanks for any other tips and advice,
Squelchtone

 

[TouchToneTommy]

When a voice mail port extension is put in Hunt Group 7, through #505-7-XX-1, it controls how and when those ports receive calls. And for every call it receives, it includes "mode codes" that indicate how to handle the call (auto attendant, voice mail log in, unanswered call for an extension, etc)

By default, all lines ring on all extension, so you have 1 or more voice mail ports that are not in Hunt Group 7. So a line rings in, and the rogue voice mail port answers right away (the 1/2 ring is heard on all the other phones). If you have more that one errant voice mail port, you will also see additional lines light up at the same time. Without receiving the mode codes, it doesn't know what to do with the call, so it says "Transferring to Operator (or Receptionist)" and transfers the call to Ext. 10.

Get 32 and 33 in the group, and you should be good to go!

 

[Squelchtone]

(the 1/2 ring is heard on all the other phones). If you have more that one errant voice mail port, you will also see additional lines light up at the same time."

OMG! you rule! that's exactly what was happening, a call would ring L01 and both L01 and L02 red LED's would light up!

How do I list Group 7 to see what is or isn't Assigned to it or do I just #505-7-28 thru 33 and make sure only 32 and 33 are Assigned? I'm afraid to make 33 assigned because it would seem that if someone hits that trunk, they will never make it to voice mail as it just rings and rings. I'm pretty sure I went through already and made 28,29,30,31,33 notAssinged. Do I also have to do GrpCallDistribution #206-7-01 thru 06 and assign them or do I want them not assigned there? (I do not want auto attendant unless system is in Night Service)

I've thought of rebooting it in hopes of the voicemail card behaving better, but that will just wipe out everything I've done today because the onboard battery is not taking a charge, and other than buying an Partner ACS card to replace the Partner II card, there's no way to put a new battery in. (I heard they're soldered to the board)

Thanks for helping me out,
Squelchtone

 

[TouchToneTommy]

You can reboot with #728 instead of syscling the power, but that won't change what's wrong here.

Put the programming overlay on the phone, Feature 00, Left Intercom (System Program) twice, #505-7, then press "Next Item". If you don't have the overlay, Next Item is the 2nd button down in the 2nd column (on an 18-button set).

This will bring you to Ext. 10, look at the 2ns line of the display, make sure it is 2, then press "Next Item" again, to move to Ext. 11, etc. Step through ALL the extensions, and set 32 AND 33 to 1-Assigned.

Just do that, and see what happens. If you have a PC card in the VS voice mail, that says 4-port expansion, assign 30-31-32-33 to the group.

 

[Squelchtone]

@TouchToneTommy A big Thanks for your help. Intercom 33 actually worked when I got there, and I followed your instructions to make sure Ext 10 thru Ext 31 were not Assigned to Group 7 in the #505 menu (only 32 and 33 are assigned). I then had to change #507 to night only, #206 01 thru 06 to Assigned and #310 for Ext 10 to Ext 27 for Auto Voicemail (even though there are only 10 mailboxes max in that system and 8 already programmed) If I understand it correctly if I didn't set #310-1 for each extension, then after x rings an no answer, the calls would not be picked up by the voicemail system, is this correct?

Took some time going to each phone programming Overhead Page Intercom 7 0, the voicemail transfer Feature 14, Voicemail Intercom 7 7 7, and others people's extensions to appear on the phones.

DND, Hold and Last Number Redial gave me some trouble, but I think I was doing them wrong. Ended up doing Feature 0 0, left intercom, left intercom, right intercom, pressing the button that LNR was to be, then Feature 0 5, then Feature 0 0 to save and exit.

Again, thank you for your knowledge and wisdom,
Squelchtone

 

[TouchToneTommy]

If you assign #310 to extensions without mailboxes, unanswered transfers from the auto attendant will return to the voice mail, which will not find a matching mailbox. It will then transfer to Ext. 10 along with the announcement "Transferring to Receptionist".

If you UNassign #310 from those extensions, and set the Transfer Return Extension for 32 and 33 to 10, unanswered transfers from the auto attendant will just automatically go to Ext. 10, without the intermediate step of answering and not matching a mailbox and announcing the next transfer.

 

[Squelchtone]

Hello again,

The customer just called me. Everything has been find for months and today Ext 19 and Ext 20 are dead and there is nothing on the phone's LCD. (As a side note, Ext 14 cannot be heard by callers, and they have tried different handsets but it did not fix the problem.) For now though my question is about x19 and x20.

I have the phone system on an APC battery backup because the internal cpu battery (soldered on board afaik) is so shot that every time they lost power, they would lose their config. If I have a spare 206E card, can I hot swap in that system or do I have to press the power button on the top right of the cabinet? I'm hoping to change cards and not lose the config while doing so. Will pressing the power button, but NOT unplugging the system keep the system config or will it still lose it?

Thanks guys,
Squelchtone

 

[TouchToneTommy]

NO hot swapping!!

First try #728 to do a Reset-Save All, which will restart the system without cycling the power. If that doesn't do it, you need to bite the bullet and replace the processor (or solder in a new battery) at the same time.

Best case, replace with an ACS and 308 modules, throw away the 206's altogether.

 

[Squelchtone]

Thanks TouchToneTommy!

Do I do the #728 from Ext 10?

Also, for any users who may read this down the line, the reset/reboot procedure is

[Feature][0][0][system program][system program][#][7][2][8]
Display will read "Reset-Save All"

When complete, the display will show the date and time.


I'll follow up tomorrow with what I found out about Ext.19 and Ext.20, going there at 5pm.

Squelchtone