Calls on Hold can't be picked up

[Schill13]

I have an Opt. 61C, Rls. 25.30, I have 2 sets with the same ext. When 1 set puts call on hold (int. or ext. call)the other set is flashing and can't retreive the call.

 

[worldwidedialtone]

Look in your class of service for something like executive or exclusive hold being enabled.

 

[EddieDuece]

You would be looking for XHA or XHD in the CLS.

 

[Schill13]

They are all xhd is Class of service? Any other suggestions

 

[jkloese]

Im new to this forum, and would like to say Hi to everybody here first off!

I have been having this problem for about a year. A call will come in and then put on hold, another phone with the same extension cannot pick up the call.
I have approx. 800 phones in our building and this has been intermitently happening on random phones about 2-3 times per month. Im not sure if its the same problem your having, since mine is intermittent. I have even had a ticket open with the Nortel TAC to try and figure this out, but we still havent nailed it down yet.

None of the phones have Exclusive Hold enabled.

So far we have tried changing out the Conf cards (per Nortel), we have moved the TN's to different shelves, we had a call study done by a third party vendor which did not show any problems, and the last thing we have just tried is outing the TN, then doing a data dump before we put the TN back in.

I was curious if anyone else has ever had this problem?

 

[johnpoole]

no, unless you have mcr keys or or using executive hold it;s going to be a patch.. couple of questions, has nortel looked at the tn's and can you duplicate the problem? try this, put a call on hold and press the hold key twice, see it that duplicates the problem.. what rls?

john poole
bellsouth business
columbia,sc

 

[johnpoole]

welcome aboard, a rule of thumb that usually works is, i ask myself, can you program a switch to do that? if so the problem is usually looking at me.. if you can't program it to do that, is it card, loop, shelf or side related.. that would rule out hardware or isolate as hardware.

because nortel has been on this, your past these steps i assume.. just a thought

john poole
bellsouth business
columbia,sc

 

[jkloese]

I have tried changing cards, loops, and shelves which did not resolve the problem. I do not have any mcr keys. And the biggest problem is after I change something I have to just sit back and wait for someone to complain about it happening again.

I cannot duplicate the problem, I have tried over and over on test phones with all differant configurations. My problem is definetely not the exclusive hold. I did get get "lucky" once when the problem actually happened to my office phone. So I know its not just user error.

Nortel has told me that I might need to upgrade, since I am on 25.30 which should get me current on all the patches. Although I probably wont have a job anymore if I convince this company to spend 10's of thousands of dollars and the problem still isnt fixed. So Im still tossing that up in the air for now.