Calls bypassing Reception phone

[bsuggs]

Avaya IP Office 406, with 4 units - 1 of which is analog. Phones are Avaya 5410 and 5420. Reception is a 5420 with 24 button side module.

Calls to my main line are routing to an extension different than the Receptionist. The Reception extension is part of a Hunt Group, with 2 other extensions. The Receptionist cannot answer the calls. They bypass and go to one of the other extensions. It appears that my Hunt group is failing.

There were no recent changes to the Reception extension, however the extension receiving the calls was moved from a different office this past weekend. We actually moved several offices.

We move phones around by swapping the cables from one port to another in the Avaya system.

We're not familiar with the system, and our phone tech is unavailable.

What's the best way to "reset" the Reception phone? It has a 24 button side module. Unplug the phone cable and reseat?

Thanks for any assistance. I know this is an older model.

Bill

 

[teletechman]

Check in the SSA System status application and look under extensions, then check the receptionist ext to see if do not disturb was enabled. You can look at this quickly by selecting the extension number which will show what the phone is doing.
Mike

 

[Telecomboy]

Call the reception phone and see if it rings when calling it from another internal extension. That'll tell you if DND was activated or Forward. Also, do you get a solid dial tone when going off-hook to make a call from reception or does it give you a stutter dial tone?

 

[bsuggs]

Thanks for the input. DND was not/is not engaged. Good idea though.

Also, the dial tone on the Recept. phone was solid, not a stutter, from what they described (I'm remote).

I chatted with my phone vendor this morning, and we removed the 3rd extension from the Main Hunt group. I didn't see that as a fix, but we did NOT need the Managing Partner fielding calls to the main line.

Interestingly, everything is working now. It's as if this old dog of a system took 2 days to recover from several restarts. Honestly. I didn't really make adjustments, for fear of causing deeper issues. The only change was removing that single extension from the Hunt Group, leaving the Reception and Kitchen phones.

I dunno, but I'll take it.

Thanks again for the feedback.

Bill

 

[BFG9K]

We had a similar problem on an old Nortel BCM400 system, we were trying to add an extension to a sequential hunt group, it would make its way down the extensions, get to the second last one, then skip the one we added and go straight to the overflow. We were tearing our hair out trying to figure out why, we removed and re-added the group, re-added the extensions, in the end we said just unplug it, leave it for a few minutes and replug it. This didn't do anything initially, it was still skipping the last extension, but after a few hours it just magically started ringing the extension we added.

These phone systems operate using dark magic sometimes, I swear.

 

[IPGuru]

My bet is that the Receptionist had taken their phone out of group & whilst changing the group she was re-enabled.

IP Office systems simply do not start mis-routing calls without reason.



Do things on the cheap & it will cost you dear

 

[bsuggs]

Dark magic. That must be it. Perhaps vacuum tubes that need to reach the perfect temp.

Taking the reception phone "out of group" is a possibility. I'll check on this. She's brand new, with minimal training, but perhaps.

Again, thanks all for the feedback.