Avaya Partner ACS line ringing sequence problem

[zthepbxnewbie]

Hi everyone,

I have an Avaya Partner ACS PBX system with six lines for our business. We have Xfinity voice as our phone service and through Xfinity voice we have call routing which when someone calls our main number, it rolls to the next available line.

Last week I changed a setting on my extension (I'm extension 10 and have the main phone at my desk) and while I was out one day the person filling in for me decided to turn my ringer off but in the process changed the sequence in which incoming calls ring.

Our phone system is programmed (and for good reasoning) as follows with the last four digits of our phone number.

8191 - line 1
8192 - line 2
8193 - line 3
8194 - line 4

Now, when someone dials 8191, line 2 is the one that rings. If they are on the phone and someone dials our main number, 8191, line 4 is the one that rings. When we pick up line 1 and 3 to dial out, it works fine. It's almost like the incoming call line sequence was changed or something but this is only for incoming calls. Automatic line selection is working fine.

Angrily told the person that made this change to never touch anything else again. I am pulling my hair out about this. It doesn't seem like a big deal but we are a funeral home with an answering service that charges us when lines are not answered.

Any help would be appreciated!

 

[TouchToneTommy]

Incoming call hunting sequence is controlled by the telephone company, not the phone system.

Confirm the lines are connected to the phone system in the correct order.

Confirm the buttons for Line 1 through 4 are indeed L01 through L04

Call the phone company (Xfinity? Ha!) and have them straighten out the incoming hunting

 

[zthepbxnewbie]

@TouchToneTommy, so you're saying all incoming call sequand need are controlled. Y the phone company and not our Avaya system?

 

[TouchToneTommy]

If you call 8191, and it's already in use, how is the Avaya Partner system going to send the call back to the telephone company and make it come in on 8192 instead? Answer, it can't, and it doesn't.

example: You still have a land line at home. Your daughter is talking to her boyfriend on it, and I am trying to call you. What is going to happen? I'm going to get a busy signal, or maybe your daughter is going to hear the beep for call waiting, or maybe I'll get a voicemail that is set up at the phone company.

Now for your business: I call 8191, and if 8191 is already in use, then phone company sends it to 8192 instead. But if 8192 is also in use, the phone company sends it to 8193 instead. And if 8193 is also in use, the phone company sends it to 8194 instead. And if all 4 are in use, the phone company gives me a busy signal, or maybe forwards the call to your live answering service.

 

[zthepbxnewbie]

@TouchToneTommy,

I replied from my iPhone and I don't think my entire response was included. It looks like a first grader typed that above - so sorry! We have the lines rerouted from Comcast for when 8191 is in use, it will roll to 8192, then if 8192 is in use it will roll to 8193, and so on like you stated. I understand that, but what is strange, and the original purpose of me posting was when no lines are being used and someone dials 8191 directly, line 1 is the one that is supposed to ring. But instead, since something has been changed, line 2 is the one that rings instead. Would that be something controlled solely from the phone company or is that something that could have been changed on the Avaya?

 

[zthepbxnewbie]

So I feel sort of dumb, but I guess I now know something useful. Apparently you were right, the person sitting at my desk was looking through Feature codes on the Avaya and they somehow dialed the shortcut for do not disturb and somehow added call waiting, call privacy, all this other bs. Anyway, *89 removed it and we're normal now!

 

[TouchToneTommy]

https://business.comcast.com/help-and-support/voice/phone-using-call-management-features/#disturb

Do Not Disturb
When the Do Not Disturb service is activated, your incoming calls will go directly to your voicemail.

Note: If your line is on Do Not Disturb, Hunt Group will automatically skip over your line to the next available one.

Activate Do Not Disturb:
Lift the receiver and listen for the dial tone.
Press *78.

Deactivate Do Not Disturb:
Lift the receiver and listen for the dial tone.
Press *79.


Your user was devious enough to look up the feature from Comcast, because Do Not Disturb on an Avaya Partner phone must be programmed onto a button with lights. It is a toggle on/off - push button, light comes on, phone doesn't ring. Internal calls and transfers go to phones mailbox. Lines still flash on incoming calls, and you can still hit the blinking line and get the call.