Centrex main number forwarding? 1

[WendiC]

HI

We have a small office with 2 4-line phones with centrex. Recently, the main number (line 1) has not been ringing and goes straight to voicemail. The other 3 lines ring through fine. Long story short, verizon sent a tech out who says everything is fine on his end and that we must have a small pbx hidden in the ceiling(? honestly) and we do not. Tech left, I am unable to get any help from verizon repair on the telephone - i was able to get some help from a sales rep who says that the system looks ok in the programming from what he can see and suggested I try *73 to remove any forwarding to voicemail that may have inadvertantly been placed on the line. The office tried that and it seems to work for a short while, then the calls start going to vm only and not ringing once again. Does this sound familiar to anyone and does anyone have any suggestions?

thank you

Wendi

 

[ISDNman]

Familiar? As in the Telco has no clue - yes, it seems familiar if that is what you mean.

(Nothing personal LEC guys)

I assume that these 4 lines are in a hunt group, or is that not the case.

Can you make calls out on the line in question?

Did *73 work more than once. If it does tell you sales rep that you do not want call forwarding on this line, sinc eit turns it self on automagically and that is causing your business to lose money. I presume you have no compeeling reason to have call forwarding on this line anyway, right?

Your next basic step, if you keep having problems, is to call repiar, explain the problem. Tell them not to close out the ticket with out calling you. When they call you verify the line is idle and tell them to try conferencing a clal to the line. If it goes to voice mial pick up that line and say "hmm it is still idle, I just got dial tone".

Tell them "you need to get a switch programmer involved since clearly htis is not a problem wih the line but a switch programming problem."

If they stone wall you then you hav eto ask very nicely "please give me the number for the state regulatory commision (Public Utilities Commission)". They'll probably tell you to look it up yourself in which case you will tell them that they are required by law to give you this info (be polite, but DO NOT let them blow you off. Suggest they ask their supervisor for the number.

You will probably get to speak to the supervisor now. Politely explain that you have been blown off repeatedly, and you are losing business, but if that s/he will get a switch Tech involved you won't file a complaint with the state. Tell them they have 48 hours. Get the name of who you spoke to.

Follow up with the state if they don't seem to be trying earnestly to fix it. In most states this can be done online.

good luck

 

[WendiC]

thank you!

yes, i believe they are in a hunt group, and they do have dial tone on that line and they can dial out and *73 does work repeatedly.

I will give your suggestions a try and remove call forwarding - there really is no reason that we need to have it on that line.

Thanks again.

 

[ISDNman]

WendiC

Is there a fax or modem, alarm system or *any* other auto dial device connected to this line?

Maybe there is something that has a misentered number with the code to enable call forwarding mistakenly programmed into it.

Just an idea.

Good luck

 

[jgideon]

Since it's forwarding to voicemail, maybe someone is incorrectly dialling the *72 + 9 + voicemail number. Or, did someone try to program the voicemail number in to 'speed call' and mis-program that feature to include the *72?

 

[WendiC]

The final solution so far:

I drove myself over to location to see for myself after numerous calls to verizon repair and every other verizon office and found:

The line was, in fact, ringing, well not ringing out loud, but the light on the line was lighting up but no ringing could be heard, so I turned up the volume on both phone sets.

I am speechless. Thank you for all who contributed solutions!