DLC with PRI Still locks up. 2

[mjroam]

In an earlier post I asked about a problem with a DLC console (MLX-20) locking up when a DID call is routed to it.

There are no lines assigned to it what so ever.keys.
only 5 SA (Service Access)

I have 1 main number that is routed to the Attendant (101)
via Dial Plan routing. The first call that comes in locks up the MLX-20 so that you have to reset it to get it to work.

When I switched to QCC it works, but the customer hates the QCC setup.


Help if you can.

Thanks
Mike

 

[merlinman]

Mike - Usually 5 SA Buttons are plenty. SO, I guess we must now look at WHY ARE ALL THESE CALLS COMING TO THE DLC.

I would bet that they all arrive with the screen showing:

"COVER DID # ?"

This means that your INCOMING ROUTING is HOSED UP LIKE GANG BUSTERS.

Tell us yes or no if that's what's happening.

- - SHORT TERM FIX - - Put 5 MORE SA BUTTONS ON THAT EXTENSION

- - - LONG TERM FIX - - - Let's get the routing to where it should go.

Again, let us know if this is or is not an issue of:

"COVER DID # ?"

I kinda' suspected that from your previous post....

 

[mjroam]

merlinman,

It never gets to that point as soon as the first call starts to ring in the console goes dead.The SA key never even flashes.

Weird thing though if you are on an outgoing call and a call rings in the Second SA will flash and ring and the phone will go dead.

When I say dead I'm mean dead. No dial tone no functions at all. I have to unplug it to get back working.

Outgoing calls will work fine untill a call rings in
then "blam" no console.

If I put it back to QCC works like a charm.

 

[mjroam]

Sorry forgot to respond to the routing question.

All DID's are working fine to other stations.

When set to QCC rings in with
"Outside xxx-xxx-xxxx
TRK 817 XXXX on the display.

Even have that Faxfinder server setup and working (routing)
inbound faxes fine from separate DID block using adjucts.

I've tried different digits in the add field like extension number of console (101) and 0 for operator no differance.

Am I missing some setting on the MLX-20.

 

[merlinman]

You said that QCC works OK, but DLC is now locking up.

It even locks up with multiple SA buttons.

Well, I can not think of anything you are missing on the MLX-20, but let's do a PRINT of that Extension and post it here to see if we can figure out what may be coming to pass.

At this time, I will say this is wierd (But, further investigation may shed some light on this).

 

[mjroam]

Hey merlinman, thanks again for all your help.

I can't print the extension data of the DLC position because I've already changed it back to QCC. I was there until 10 again last nite trying resolve this problem.
I should have printed it then when it was still in that mode.

Has to be done after hours because it shuts down all incoming calls.

I've setup remote through DID and will attempt to do some
testing remotely. My fear is that with the way the mlx-20
reacts to DLC if I change it remotely I may not be able to restore operation to QCC and nite mode without having to go back to site.

I'm currently printing "All" via remote and will try and post anything relevant that I find.

This system was updated from R2 to R7 V12 via backup, convert and restore without a hitch. I added the PRI after
the upgrade. Is it possible the upgrade had a glitch that didn't show up until I added the PRI?

Anyway I'm at the point where everything is working ok except for operator backup. In the old DLC setup after a certain amount of rings the calls would start ringing at
2 other MLX-10 phones. It seems I can't do this with a QCC operator without creating QCC backups.

As a matter of fact that coverage still works when I put it in DLC mode even when the operator locks up.

I'm now wondering whether that delayed coverage may be the source of my problems.

This post is getting very long and I hope it's not too confusing. I get consumed by these types of problems and never like to give up when I feel there is a solution out there somewhere.

Thanks again.

 

[merlinman]

As you say, the print may not tell us anything, but I will probably like to get a copy anyway, just to see.

When you say it "LOCKS UP", exactly what is it doing?

Are all SA Buttons in use or what is happening?

 

[mjroam]

Here is the operators position printout in QCC mode.

What I'm wondering about is "Pool Access".

If these same settings carry over when it's converted to
LDC, I would assume the operator would automatically have pool access. All b-channells are in group 70.

Extn SS/PP Type
101 1/ 1 MLX-20L + 1 DSS

CTI Link : No Alarms: ACTIVE
Pool Access :
Page Group :
Primary Coverage :
Secondary Coverage :
Coverage Group :
Group Coverers :
NS Groups : 101
Group Calling Member:
Pickup Groups : 3
Allowed Lists :
Disallowed Lists : 0
Restrictions : UNRESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-2 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : ON
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : ON
Coverage Inside : OFF
Forwarding to :
Delay Forwarding : 0
ARS Restriction : 3
Forced Account Code : No
Microphone Disable : No
Rotary Enable : No
Remote Forward Allow: No
Trunk Transfer Allow: No
NS Exclusion : No
Voice Announce Pair : No
Voice/Data Pair : No
BIS/HFAI : No
Language : English
Authorization Code : 00000000000
2B Data Port : No
Primary Ring Delay : 2
Secondary Ring Delay: 2
Group Cover Delay : 3
HotLine Extension : No
Networking and ISDN Display Preference: NUMBER
Service Observer:
Service Observing Group:
EXTENSION INFORMATION


Extn SS/PP Type
101 1/ 1 MLX-20L + 1 DSS

Button 34 Blank Status None
Button 33 Blank Status None
Button 32 Blank Status None
Button 31 Blank Status None
Button 30 Blank Status None
Button 29 Blank Status None
Button 28 Blank Status None
Button 27 Blank Status None
Button 26 Blank Status None
Button 25 Blank Status None
Button 24 Blank Status None
Button 23 Blank Status None
Button 22 Blank Status None
Button 21 Blank Status None
Button 20 Forced Release Status None
Button 19 Pool Inspect Status None
Button 18 Headset Auto Answer Status Off
Button 17 Join Status None
Button 16 Cancel Status None
Button 15 Alarm Status: Status Off
Button 14 Night Service Status On
Button 13 Headset Status Status Off
Button 12 Destination Status None
Button 11 Release Status None
Button 10 Position Busy Status Off
Button 9 Send/Remove Message Status None
Button 8 Handset/Headset Mute Status Off
Button 7 Source Status None
Button 6 Start Status None
Button 5 Call 5 Ring Status None
Button 4 Call 4 Ring Status None
Button 3 Call 3 Ring Status None
Button 2 Call 2 Ring Status None
Button 1 Call 1 Ring Status None

I'm going to attempt to remotely change the console back to LDC. How can I get it back into nite service if I do?

 

[merlinman]

You can set night servcie for TIME SET, create a schedule and that should do it ok. That's a bit of a chore, but it will at least get you back into night service once you do it.



Also, print the PRI info as well please.

 

[mjroam]

Here is the PRI_Info.

2201 is the main # 90% of calls arrive here.

I took out pattern 1 to be cautious.

Also ran out of matching numbers on pattern 0 block
so had to manipulate for the remaining DID stations.

PRI INFORMATION



Slot 7 Switch: 5ESS

System: By line

BchnlGrp #: Slot: TestTelNum: NtwkServ: Incoming Routing:
1 7 CallbyCall By Dial Plan

Channel ID: 16 15 14 13 12 11 10 9 8 6
5 4 3 2 1

Line PhoneNumber NumberToSend
817
818
819
820
821
822
823
824
825
826
827
828
829
830
831

Network Selection Table

Entry Number: 0 1 2 3
Pattern to Match: 101**** 10***

Special Service Table

Entry Number: 0 1 2 3 4 5 6 7
Pattern to Match: 011 010 01 00 0 1
Operator: none OP OP OP/P OP none none none
Type of Number: I I I N N N N N
Digits to Delete: 0 0 0 0 0 0 0 0

Call-By-Call Service Table

Entry Number: 0 1 2 3 4
Pattern 0: 0
Pattern 1: 1
Pattern 2: 2
Pattern 3: 3
Pattern 4: 4
Pattern 5: 5
Pattern 6: 6
Pattern 7: 7
Pattern 8: 8
Pattern 9: 9
Call Type: BOTH BOTH BOTH BOTH BOTH
PRI INFORMATION


NtwkServ: No Service
DeleteDigits: 0 0 0 0 0

Entry Number: 5 6 7 8 9
Call Type: BOTH BOTH BOTH BOTH BOTH
NtwkServ:
DeleteDigits: 0 0 0 0 0

Dial Plan Routing Table

Entry Number: 0 1 2 3
NtwkServ: Any service Any service Any service Any service
Expected Digits: 4 4 4 4
Pattern to Match: 4 7443 2201 0
Digits to Delete: 1 4 4 1
Digits to Add: 889 101

Entry Number: 4 5 6 7
NtwkServ: Any service Any service Any service Any service
Expected Digits: 0 4 4 4
Pattern to Match: 0270 0271 0272
Digits to Delete: 0 4 4 4
Digits to Add: 120 121 122

Entry Number: 8 9 10 11
NtwkServ: Any service Any service Any service Any service
Expected Digits: 4 4 4 4
Pattern to Match: 0273 0274 0275 0276
Digits to Delete: 4 4 4 4
Digits to Add: 123 124 125 126

Entry Number: 12 13 14 15
NtwkServ: Any service Any service Any service Any service
Expected Digits: 4 4 4 4
Pattern to Match: 0277 0278 0279 0280
Digits to Delete: 4 4 4 4
Digits to Add: 127 128 129



----------------------------------- ANNOTATION -----------------------------------

 

[mjroam]

One more note: 2 extensions had secondary cov keys for the oper (101) "SecndCov 101 -D" this is how they backed up that position.

1 ext had it on a key that doesn't even appear on her phone. (Assigned on key 13 of MLX-10)

Any chance this would cause a problem on PRI?

 

[merlinman]

Well that non key appearance can not help.

For trouble shooting purposes, I would put it on a REAL BUTTON.

Also, W-O-W! ! ! , you kinda' have a FULL PRI TABLE.

My next suggestion would be to put not just 5, but 10 SA buttons on 101, considering you say that 90% of the calls get directed there.

And we must ask, WHY IS THAT?

Can we not direct those calls to some where else.

After all, the main idea of D-I-D is to take the load of work off of the Main Operator.

CONSIDER THIS: The difference between a QCC with 5 CALL APPEANCES and a DLC w/5 SA Buttons is, the QCC can "QUEUE UP" any number of calls beyond 5.[/color blue]

 

[merlinman]

Here is another way to do this, which I think would be best:

Put 7 SA ring or Voice buttons on the Operator Position, and 3 SA Originate Only Buttons - that way they always have 3 SA Paths to transfer calls with.

I would probably let the Auto Attendent be the point of overflow when tha Operator gets busy as well.

ALSO, under options, bump the Transfer Return up to 6 or more.

Of course some folks just let the Auto Attendant have first go at the calls, but that may not be an option for your client.

 

[mjroam]

Thanks Merlimman for all your help.

I'm going to have to give up on this one and leave it as a QCC position.

Nothing I've tried including all your tips has made any difference.

Very strange problem. I deleted the secondary cov keys on the 2 other extensions. Configured it for LDC removed all trunks reset twice. Verified all pri programming again.

Works fine as a QCC, all other DID's work just as programmed. Any number I translate to the console at 101
when in LDC mode locks it up. Funny thing is the secondary converage keys on the other 2 extensions are able to answer the calls when the console fails. So I know they're being processed ok.

Anyway I've exhausted my resouces and now will have to look at alternatives.

All I need now is to find a way to back up a QCC operator that will work for the customer.

Thanks agian for all you help.

mike

 

[merlinman]

Did you try the 3 SA Originate Only buttons?

 

[Pepperz]

Are we looking at a situation where the operator transfers th calls, but before the transfer is complete, there is another call to transfer? If so, the extra SA-Orig Keys may just do the trick.

Direct to Voice Mail?

 

[memphisribs]

You could change patterns 5-14 to one pattern.
Expect 4, Pattern to match 027, delete 3, add digits 12.
If pattern 1 is intended to route calls to remote access, just do a renumber remote access to 443 and clear pattern 1, pattern 3 should then route the call as programmed.


40 years in the business and counting.

 

[photon33]

You have 16 b channels provisioned in group 1 and only 15 trunks. So you have a b channel bouncing around with no trunk assigned to it...

Not sure if that would create a collision or what, never tried it before.

 

[merlinman]

I must have missed that.

I think PHOTON is right on.

The QCC didn't care if a trunk does not get routed.

THE DLC is trying to handle everything.

I would look at that REAL HARD before I gave up.

But, I still like some SA-OO buttons.

 

[mjroam]

Thanks for all the great feedback.

I caught the missing trunk on Sunday and corrected it but it had no effect.

However I did overlook the obvious DPR match. That saves alot of space for future routing. Thanks memphisribs.

I'm not sure I understand the 443 trick with pattern 3 though.
How would it match 0 to 7443?

Also the point about the SA-OO is a good one but it seems to me that if the console can't even process a single call
why would transfer out matter.

All the testing with LDC mode has been done during idle states after hours. This is not a situation where the operator is under heavy or even light traffic. This is a single incoming call when all other channels are idle.

The other problem is down time and access to the switch.
It is not in my nature to turn away from an issue such as this but I have to be practicle. After all time is money.
And it's difficult when you don't have enough of either.
(not complaining just reporting)

However, when I get a chance I'll do some more remote testing when I have someone onsite after hours who can check the console for me.

Once again you've all been very helpful. This was only my second PRI cut on a Legend. (My first was 3 months back)
I was certified back in 1997 by a field trainer when we where still a dealer but we actually sold very few
of them and I pretty much forgot what I learned.

Now we have 4 that we maintain so this forum is a blessing.

I'll try and return the favor in one of the other forums where my background in NEC and Cisco might be helpful.

Thanks again
Mike