Call Pickup Groups Not Working

[bsuggs]

Mgmt just threw us IT dogs the phone bone, and we're trying to figure it all out from scratch. Our Receptionist is the resident expert right now, and dangerous. We don't program; we're working from the MATWorX software, ver 13. We have a NEAX2000 IPS system.

The Call Pickup Groups for our Houston office stopped working. As we try to access and modify any of the groups, we get the following message:

"There is a mistake in the office data of pickup group."

Any ideas? Or is that message too broad? I ran the Listup for Groups, and even compared it to our Austin office, where everything is working fine. Nothing stands out, but it's rather cryptic at first glance.

Any help is greatly appreciated.

Thanks,
Bill

 

[bsuggs]

I should add that the Call Pickup Groups were working at one time. They were tested. I suspect when we recently added a new user in this office, that something wasn't done correctly.

It's that all-too-important question: "What Changed!" And that's what changed: we added the user.

Thanks,
Bill

Also, I can attach screen shots or any other data if it'll help. Just let me know what you need.

 

[OzzieGeorge]

Ok when you create a call pickup group in the IPS you have to create a circle. That is the last in the group must be pointed to the first in the group. It's easier to see in MOC mode, so if you open MOC mode in matworx and press / you should get the command prompt enter 163 then hit the space bar then your first extension number then by hitting the space bar repeatedly you step through each member of the group. If the group is programmed correctly you will eventually get END. The biggest problem in fixing groups is finding the beginning. In your instance the new addition is probably going to be the last entry and it is probably not working because the circle has not been completed. when you find the offending entry you use command 160 space bar extn No space bar first in circle No full stop (the full stop or period is the execute command). Don't forget to back up to rom as you exit matworx.

 

[bsuggs]

Ozzie--thanks for the feedback. Apologies for my delayed reply. I've been out of the office.

Here's what I get in MOC mode:

COMMAND=163
163>54600
163>54600:54625
163>54625:54638
163>54638:END

COMMAND=163
163>54625
163>54625:54638
163>54638:END

COMMAND=163
163>54638
163>54638:END

Should I get more than this? Should I get the full circle no matter where I begin in the pick group?

Thanks,
Bill

 

[wayne50]

If it were me and this is such a small pick group I would CCC all the numbers in Cmd 160 and build one pick group with all the numbers you need in the group and do like OzzieGeorge said , close the loop.

 

[OzzieGeorge]

The first thing I would be doing is go to Cmd 160 and see where 54638 is pointed to. One of the common problems with call pickup groups is that the circle gets closed but short of the beginning so you get a circle with a tail off the side. if you start down the tail you eventually drop into the circle and get to the end prompt. So from what you are describing 54638 is pointed to the wrong place or nowhere at all. I do have an excel sheet that can work out broken groups but it contains macros and so it is hard to pass round. but if you want to supply an email address you are welcome to a copy. If you are wary of posting an email address here, you can look me up here

http://www.pbxinfo.com/forums/forumdisplay.php?f=19

my username there is R4+Z and PM me with the address.

 

[OzzieGeorge]

Ha

Just seen your post there!