Dial Out Issue with i2050 Softphone. BCM 3.6.

[Flatts]

Having an issue with a site that uses about 13 i2050 softphones. System is a BCM 3.6 2.2build. The ext range is 401 - 480.

On about 5 of the softphones, when the PRI access code of 8 is pressed, the intercom will disconnect ( after about 1 - 2 secs ) and a " Dial Number" prompt will come on the screen. This comes with a QUIT BKSP and CALL softkey. When CALL is pressed, I get "NO LINES". I am assuming it is attempting to dial out via pool A ( which isn't used on this site ). If 8 is pressed, or 8 and any number of digits, the same prompt appears.

I have copied working phones to the non-working sets, and the same issue occurs. I have talked to other techs, and no one has even heard of this feature.

I have created a work around to the problem in the meantime, by using PreDial, which beats whatever service is grabbing the call. But I would like to solve this problem.

Any input on this would be great !

 

[countrytime]

Insure that the correct pool is assigned to the sets. Look at your PRI and see which pool the lines are in.

 

[MagnaRGP]

Open up BCM monitor and watch what is happening when you press 8 on your softphone.

 

[Flatts]

Yep, I checked line access and pool assignment. Lines are in the correct pool, as half the softphones are working ok.

I tried BCM monitor, but it does not show the set grabbing any trunks. It seems to go right to whatever service is throwing up the "Dial Number" prompt.

The delay to get the "Dial Number" prompt is about the same as the delay in accessing voicemail. Leads me to believe it may be related to that.

 

[MagnaRGP]

Stupid question...are the users using the keyboard or dialing using the on screen dial pad?

 

[Flatts]

During my testing, I was using the mouse. ( on screen dial pad ). I think on my first visit I tried via the keyboard. Users are using the keyboard mostly.

 

[Flatts]

Bumping !

 

[Flatts]

Sorta fixed the problem. I de-registered the sets and gave them different DNs ( agent sets, so I was free to so that ). I copied the system+user setting from the old DN to the new DN, and now the i2050s dial out fine.

Still don't know what was causing the issue, but at least it is solved at this site.