Dropped calls and transfer problems

[Comput3rGuy]

In this particular building I have a Legend with Merlin Mail. There are 40 something outside lines about 75 or 80 extensions. I have two extensions that seem to be continuously taking turns with the same two problems.
1. Calls being dropped when they are transferred both to ring the extension and when voice mail direct transferred and
2. If they do not pick up the call and let it go to voice mail the call is not going to Voice mail. It just keeps ringing.
I have tried to delete both voice mail boxes and both extensions and recreate from scratch. I have also tried copying an extension that is working properly.
Also, you maybe should also know both extensions have direct lines (different direct lines: 814 and 816) programmed to them.
At this point I willing to try anything to make these problems go away!

 

[Telecomboy]

MAke sure they are apart of voicemail coverage. System Prog, Exit, Extensions, More, Group Cover, it is usually group 30 but I have also seen it set-up as group 1. If you put 30, then choose inspect, you should see everyone who has voicemail appear. If it is still blank, go back and put in group 1 and then inspect and see if the extensions are there. Add the two extensions that aren't covering to voicemail to the appropriate group and test again.

The dropping calls is a different issue. Could be bad phones, could be a short in the wiring, could be a bad port on the system, could also be there private lines having trouble if that is when the issue occurs. That part will take some more troubleshooting.

 

[Comput3rGuy]

Telecomboy...Both extensions are in the Cover Group 30. I deleted them and re-entered them for kicks and giggles. Any other ideas or possibiities?

 

[Comput3rGuy]

Since I last posted I have received more information from the user...When she is on the phone and another call comes in the incoming caller gets a busy signal, when they should get the voice mail for the extension.

 

[TouchToneTommy]

How many SA buttons does the phone have?

 

[Comput3rGuy]

There is a Icom Ring, Icom Voice, and a button that is programmed to 830 (which is the trunk number for the users direct line)...this extension does NOT have a pool assigned to it.

 

[SYQUEST]

You need to clarify which call source is causing the problem, the direct line or calls from the main number. You have two different sources that could cause those problems. Provide more details please! Now, if the problem of a busy tone is on the direct line, and there is ONLY one line from the provider and no features, then of course you will get a busy tone when the line is in use. That is the normal way all lines of that type have worked for ages!

....JIM....

 

[Comput3rGuy]

Jim, the problem occurs only when the user is on the phone and someone calls her direct line. So, based on what you wrote I understand that I should think of this as a normal POTS line even though it goes through the phone system.

What other type of information do you need. I can get it and post it, I am just not sure what will be the most helpful to you.

 

[Telecomboy]

The problem is that it is a normal POTS line. So, line 830 is her private line. When she's on it, the next caller to line 830 will receive a busy signal. She only has 1 POT line.

You can do one of the following: Give her another POT line to use as a rollover for her 1st line. That way when she's on line 1 it rolls to line 2. Or, call forward on busy that private line to the main number. That way, at least caller's are not getting busy signals. They will ring the main line which can then be transferred to her extension and cover to voicemail. You could also add voicemail to that private line through your provider. That way, when she's on a call it would cover to that voicemail versus a busy. The drawback is now you have to check the lines voicemail as well as the extensions voicemail.

This is a limitation of using a POTS line for a private line.

 

[Comput3rGuy]

What would would happen if I enabled call waiting on the Teleco side of the switch?

 

[Telecomboy]

You would then need to give her a recall (or flash) button so she could access it, but that would work. Simply using the switch-hook doesn't work on a Merlin phone.