Extension mixups

[fortage]

3.1(29)
I've had a few people say that when they dial a users extension it sometimes goes to another extension. Is there a way to track inconsistencies like this. What are the options for troubleshooting.

 

[eltorodeoro]

Step 1. explain to the user the layout of the dialpad. it goes in order from left to right, top to bottom, 4 rows of 3.

sorry. do you have CCC or call accounting set up? is it only certain users? try swapping phones. are you able to duplicate it? at their desk? at yours?

 

[fortage]

Only one user has mentioned it, and I have't swapped phone because I didn't think that could be the issue.
I do have ccc but don't know how to look for a mixup.
Are you refering to the SMDR logs as call accounting?

 

[l33byt1]

Run monitor and when ever it happens get them to press some quirky digits like a load of 8's.

Then when they report the issue run through the traces and see what comes up

 

[eltorodeoro]

try swapping phones. could be a sticky button, or one that doesn't register at all.

that's a good trick for monitor. swap the phone, and give the user those instructions.

 

[IPGuru]

1 check the obvious & stupid, are there any diverts set on the destination extn. & do not just take the customers word for it.

 

[fortage]

l33byt1
The extension mixup occured again today and I was able to find the phone number of the external caller in the SysMon log, but the log is virtually incomprehedible. How can you determine the call flow with everything else in there?

 

[fortage]

Does anyone have a program to open Monitor log files or know of a way to make sense of them?

 

[big70]

Are you still on 3.1(29) if so upgrade to 3.1(56).


Greets Peter

 

[kholladay]

fortage, for your particular issue I would clear all monitor filters (there should be a [Clear All] button. Then select only Targetting on the Call tab.

This will produce something that looks like this:
"4939mS CMTARGET: LOOKUP CALL ROUTE:245 type=100 called_party=9 sub= calling=1212 in=0 complete=0"

called_party=9 is the number dialed
calling=1212 is the extension that dialed the number

the called_party section will show all digits dialed as they are dialed so if you were to dial 12345 it would say "called_party=12345".

Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
"If it worked the way it should you wouldn't need me

 

[big70]

I would not recomend troubele shooting in a old software release.
If you find the bug, the first thing the will say is to upgrade.

So put it on the latest release and start troubleshooting .

Greets Peter

 

[fortage]

OK - I updated the logging and will let you know when the issue appears again.
I will upgrade eventually but this issue has survived atleast one upgrade already.

 

[fshaw]

Are the users pressing #+ext no. (eg #203) to go directly to voicemail?

IP Office uses the ext. no (203). and VoiceMail Pro is based on user name (eg Extn203). The #203 short code makes the translation between the two. I had users calling the right number, but leaving messages in an old user's mailbox.

You should check these system short codes in Manager.

Frank


Frank Robertshaw
OEI Telcom
Nashville, TN

 

[fortage]

No outside callers and dialing the users extension (128) at the main greeting and transfering to 124.

 

[SuperJenks]

Qoute:

big70 (TechnicalUser) 17 May 06 15:54
Are you still on 3.1(29) if so upgrade to 3.1(56).


At this point, I wouldnt recommend my worst enemy to upgrade to 3.1.56. There are so many problems I have uncovered with load, I dont even know where to begin to explain them all. INFACT, this is probably the worst IPO load ever in history in my opinion (and Ive been doing this since 1.3). I think the safest load to date may be 3.0.69. But even that load has some minor issues.

 

[big70]

Have many side,s on 3.1 (56) and have no real problems.
3.1 (29) is really a bad version with strange things.

So to troubleshoot in 3.1(29) is not worth your time.

And if you say 3.1 (56) is the worst then you didn,t used
2.1(24)

But maby there are also diffrences in the locale versions.
And the us version has more bugs as where i am nld.

Greets Peter

 

[SuperJenks]

Yes that probably correct about the locale. Im in the U.S. Ive got maybe 10 sites on 3.1.56 and almost all of them are unhappy and share the same bug problems. Cant wait for the next GA release of 3.1.65 (Next week is deployment from what I hear).

 

[big70]

SuperJenks I hope your problems will be solved.

I now wat pain it can be if you have big problems and
have to wait for next release.

Greets Peter

 

[SuperJenks]

Thanks for the vote of confidence, They may rip the IPO system out before I have a chance to fix it.