Extensions getting locked? Help

[ackray]

Hi,
Currently as part of my Network Admin Job at a hotel I am supporting a Merlin Legend system.
CKE4 R7 V12 with a mix of:

408 GS/LS-MLX

408 – Analogue

012 & 016 cards

Here is the problem I am having. Somehow the room extension phones, SLT's are loosing the ability to access an outside line. They can intercom the desk and other rooms but dialing a 9 for an outside line won't work. This happened once last year and now it has happened again on another extension.

My best guess for this problem is that a guest at the hotel is inadvertently dialing a “lock extension” code of some sort. Is this possible?

Last year I ran Winspm and went through the phone profile and found nothing that was any different from any of the other extensions. I believe I even copied the settings from a working extension to the non working one. In the end I just assigned the room to a new port and renumbered it.

This time I'd actually like to find out what went wrong and how to fix it.

Thanks!

 

[tdaugirdas]

Print out the extention report for one of the extentions that "locks up" - and also one for one that is working correctly - and compare the two - for differences. If there are no differences then it may be an issue of not enough available TTR's for the single-line phones. In times of heavy call volume - one or another may not have a TTR available to place a call. You may also have a "bad" TTR someplace - so I would test them ALL. If you find a bad one - that module will need to be replaced. The Legend software does not "busy out" a bad TTR - so whenever the bad one is chosen to place a call - the call would fail. Check the processor error log for "all TTRs unavailable" errors - which would indicate that, on occaision, you are running out of available TTRs. If so - then you will need to add a module - like a 400 GS/LS TTR module or another 016 module to increase the number.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Well, you are probably right when you say "a guest at the hotel is inadvertently dialing a “lock extension” code"

The Legend is an EXTREMELY FEATURE RICH Telephone system, and as such, YES, it does have a REALLY NEAT Hotel/Motel Feature, that YES, can disable ROOM PHONES from Dialing Out.

When that feature is used correctly, it can be a VALUE ADDED thing that most Hotel/Motel operators REALLY LIKE.

Here are the "NOT SO SECRET" Codes:

AT THE CONSOLE, the operator can press a PRE-PROGRAMMED (ESS) Button that puts the ROOM EXTENSION in "CHECKED OUT" mode. [ESS Status 1] - Room has been used, needs to be cleaned and the PHONE IS RESTRICTED.

In the ROOM, the Cleaning Staff can dial #44 from the Extension, and indicate to the Operator that the ROOM IS CLEAN and AVAILABLE.

At the Console, the operator can press a Pre-Programmed (ESS) button that allows the Extension to make calls, [ESS STATUS ZERO (0).

The Operator can "TOGGLE" her Console between "NORMAL mode or "ESS" (or "What condition are the rooms in mode) by pressing the "MESSAGE STATUS" button.

Don't forget, HOTEL FEATURES also include REMINDER SERVICE as well.

I hope this helps.