DID on SV8300 Problem

[cnyamukondiwa]

Good Day All,

May you please assist me on the DID Problem that I have on the SV8300.
The problem I have is that when when you call the DID extension, it rings only once at the extension and then goes to the operator extension.

Thanking you in advance.

Regards,
Cleophas

 

[OzzieGeorge]

Sounds like a call forward all!

 

[cnyamukondiwa]

Hi Ozzie,
Thank for your response.
However , i have checked any possible call forwards, on the extension, and there is none.
Below are the configs
DID Translations
7600
7600>223
7600>223:223-
COMMAND=7601
7601>223
7601>223:223-
COMMAND=7602
7602>223
7602>223:223-
COMMAND=7603
7603>223
7603>223:223-
COMMAND=7604
7604>223
7604>223:223-

Call Forward:
COMMAND=E600
E600>223
E600>223:NONE-
COMMAND=E601
E601>223
E601>223:NONE-
COMMAND=E602
E602>223
E602>223:NONE-
COMMAND=E602
E602>223
E602>223:NONE-
COMMAND=E603
E603>223
E603>223:NONE-

Thanking you in advance.
Regards,

Cleophas

 

[PFD45]

Did you check DND?

 

[belevedere]

CMD 5110, by tenant is, Transfer destination of incoming call when Do Not Disturb is set to the called station (for station call).

 

[cnyamukondiwa]

Good Day,
I have checked the system for any DND settings and below are the settings

COMMAND=5101
5101>01
5101>01:3183-
COMMAND=5103
5103>01
5103>01:3183-
COMMAND=5104
5104>01
5104>01:3183-
COMMAND=5105
5105>01
5105>01:NONE-
COMMAND=5105
5105>01
5105>01:NONE-
COMMAND=5106
5106>01
5106>01:3183-
COMMAND=5107
5107>01
5107>01:3183-
COMMAND=5108
5108>01
5108>01:3183-
COMMAND=5109
5109>01
5109>01:3183-
COMMAND=5110
5110>01
5110>01:NONE-
COMMAND=5111
5111>01
5111>01:3183-
COMMAND=5112
5112>01
5112>01:3183-
COMMAND=5113
5113>01
5113>01:NONE-
COMMAND=5114
5114>01
5114>01:NONE-
COMMAND=5115
5115>01
5115>01:444-
COMMAND=5116
5116>01
5116>01:228-
COMMAND=5117
5117>01
5117>01:NONE-
COMMAND=5118
5118>01
5118>01:3183-
COMMAND=5119
5119>01
5119>01:NONE-
COMMAND=5120
5120>01
5120>01:NONE-
COMMAND=5122
COMMAND=5121
5121>01
5121>01:NONE-
COMMAND=5122
5122>01
5122>01:3183-
COMMAND=5123
5123>01
5123>01:NONE-

Still the calls are behaving the same,going to the operator.
Is there a way to enable Incoming calls for SMDR so that I can make a trace on how the call handling is being manipulated.
The system is configured for 3 digit extensions as shown below

COMMAND=35012
35012>10
35012>10:2-

Thanking you in advance.
Rgds,

Cleophas

 

[belevedere]

Set CMD 1305 = 0 for each extension.
Set CMD 3549 = 0 for the incoming trunk route.
These are defaulted to not allow incoming SMDR records.

 

[OzzieGeorge]

Just noticed that you possibly didn't check far enough in Cmd E6xx it could be split call forwading that is set.

 

[cnyamukondiwa]

Dear All,

1.I have now configured the system to give SMDR Output for I/C Calls
Have checked for split call forwarding , there is none for the extensions.
Trying to monitor where the I/C calls for a DID call is being manipulated.

Rgds,

Cleophas

 

[cnyamukondiwa]

Dear Colleagues,

I can now see the incoming calls in the SMDR
The following is happenning
1.When you ring the DID extension for the first time e.g. 4677223 where 223 is the extension, the call goes through to the extension.
2.When you ring the extension again e.g. 4677223 the calls rings once on the extension and goes to the operator extensions either 228 or 292.
3. The call that diverts to the operator can be successfully transferred back to 223.

The funny part is that the same configuration is working at another site using the same Telco.
Please assist.

Regards,
Cleophas

 

[OzzieGeorge]

when you refer to first call and second call, is the first call still active when you make the second call? Have you checked Cmds 17 and 18 to make sure the number isn't hunting. The next step (IMHO) would be to delete the extension and manually reprogram it to a different LEN and see if that resolves the issue.

 

[cnyamukondiwa]

Dear Ozzie/Colleagues,

Thanks for your response.
Referring to your first question, the first call is made and then terminated. Then another test call is made as a proof of concept, that call just rings once and then goes to the operator.
I have checked commands 17 and 18 and there is no hunting.
I tried on another extensions, 220 and 225 and the behavior is the same.

Attached is my system backup for analysis, maybe I might be missing something.

Regards,
Cleophas.

 

[OzzieGeorge]

I don't currently have access to an 8300 to check the back up but what happens when there is a third call and after how long does it start to work as a first call again? Are all these extensions on the same card? Clutching at straws now!

 

[belevedere]

You mentioned that this works at another site. Are both sites at the same software level?
Have all possible forward options been canceled before testing?
Are those extensions agents in a callcenterworx ACD system?

 

[cnyamukondiwa]

Dear Colleagues,

1.The sites have the same CPU software version.
2.There are no call forwards that are configured on the extensions
3.The extensions are just ordinary DT300 series extensions , no call centers or ACDs.

Regards,

Cleophas

 

[OzzieGeorge]

Any possibility of answering my questions? Not that I am sure I can help.

Do you have Matworx? I'm thinking download (list up) Cmd 08 from a working system and load it into the problem system (using Mach script editor)!

 

[belevedere]

Ozzie brings up a good point. There are many items in CMD 08 that affect the system operation. Many are not documented, or used in other countries. You can obtain a copy of the Command manual, open it up to CMD 08 and scroll through every listed item comparing it to your system. Anything set to a 0 that is not documented should be set to 1. 1 is the default value. I fixed a system years ago using this method. I found an item not documented set to 0. When I set it back to 1 the issue was resolved. I don't remember the exact issue but I think it was related to DISA.

 

[cnyamukondiwa]

Good day Colleagues,
I would like to thank you for all the continued support.
I do not have Matworx, but I have PCPro, that I use for the configuration.
Is there a link where I can download the Marworx?
Is it possible to extract the CM08 using PCPro, and if so, how is done.

Thanking you in advance.

Rgds,

Cleophas

 

[OzzieGeorge]

First an apology, I mixed this thread up with another I was replying to PcPro is the correct software for the 8300 not MatWorX (for the IPS). I don't have PcPro on this machine so I can't check the list up capabilities but if not, you can always use a script to get the data.

 

[OzzieGeorge]

Thinking about this and a script is probably the best way to go! There is the possibility that your version of PcPro is tailored to your region (a version of the Mat program I was given from a USA source was so differentto what we use in OZ that I didn't use it!

So it may be best to write a script and use that.If you are unsue how to do that, let us know and we will help!