BCM 3.7 calls dropping from directory

[ChicagoTech5555]

I have a BCM 400 3.7 the user forwards their phone to their cell and when someone calls in hits AA dials # for the directory and spells the persons name accepts the name the voice mail then transfers the call to the ext the caller hears one ring and the call drops. Now I have tried this from both of my cell phones and it works fine but when the customer makes the exact same call from his cell the call drops and my phones and the customers phone are all on the same provider (sprint) I also had one of the ladies in my office make the call from her desk phone and it dropped. If you call the persons DID the call will forward just fine and if you hit AA and dial the ext it forwards just fine.



I have watched these calls with BCM monitor and it shows the call going out but then disconnects like if the caller hangs up after the first ring and it doesn’t matter what line they are using on their PRI they all do the same thing. I also checked the restrictions and class of service on the mailboxes, lines and Ext’s none of them are set to deny a call out.

Any suggestions?

ChicagoTech5555

 

[SupportDude]

If the trunks are PRI, go into the PRI setup and uncheck "Send Name Display".

-SD-

http://www.mysupportguy.net

 

[ChicagoTech5555]

I have checked the send name display and the buisness name neither are being sent out of the system I am going to load the newest core patch on the system (sugested by nortel) and if that does not fix the problem then I will have to try and talk the customer into buying an upgrade to 4.0 were I know this feature works. seeing as the 3.7 is end of life an upgrade is the most logical remedy.

 

[telcodog]

Just out of curiousity, have you tried to just call the users extension from another internal station when the set is forwarded to the cell phone to see if the result is the same? Doesn't sound like it's related to the voicemail but you never know with this stuff.

You could also try to forward the set to somewhere else other than a cell. Could be the cell network but it sounds more like a timing or disconnect issue.

If I read your post correctly, this setup is doing a tandem call using 2 channels on your PRI so that might be an issue as well.

One other thought. Are they answering the call on the cell immediately or are they waiting for a couple of rings? Try letting it ring atleast 2 times and see if you get consistent results.

This is definitely a strange one. Keep in mind too that a reboot fixes a lot of weird stuff in those NT based boxes. I had a situation just the other day where I set up a target line to be answered by the AA and no matter what I tried, the system simply wouldn't answer. Rebooted and voila! Really makes you wonder sometimes.

Keep us posted on what you find.

 

[ChicagoTech5555]

yep tried forwarding the phone to a land line same result.

And the system was rebooted and no change.

I did try an internal call and it works fine.

There is no second ring the call drops after the first ring before the call can be answered.

 

[telcodog]

This is a long shot but I had a similar issue (not exactly the same but close) on a 4.0 with tandeming calls on a PRI,

If you are using your cell phone to test, try turning off your caller id before making the call. This way you're sure of what is being sent into the PRI. In my case, if the caller id was missing, when the call was transfered, it got cut off. It was on voip trunks but it had something to do with the voicemail doing the transfer. Don't recall if it was because it was a blind transfer or a supervised transfer but the point is, we were able to duplicate the problem at will and it turned out to be happening when the clid was missing.

Worth a shot.

 

[ChicagoTech5555]

I went to the customer site this morning and loaded the newest core patch on this system and ended up with the same result the call not forwarding out of the system through the directory so I tried the newest VM patch and still the same result I then removed the OLI same thing I removed the “send name display” on the PRI programming and it worked just fine I put the OLI back in and it still worked just fine. So the end result was the system was in fact sending out the name display from the system.

Thanks for all the info and suggestions

 

[SupportDude]

You're Welcome!

-SD-

http://www.mysupportguy.net