external call automatically placed on hold

[ThompsonAdmin]

Hopefully, someone here can help me out.

We have a NEC Electra Elite IPK PBX with dterm 80 telephones and if you call in from an outside line and press extension 238, that extension should ring and has up until this morning. Now after you enter the extension, it never rings and the on-hold music automatically starts to play (i'm assuming it's some how automatically being placed on hold). after you wait about 20 seconds listening to the awesome music, you are sent back to the main menu telling you to enter the extension if you know it.


Anyone have any suggestions?

 

[ThompsonAdmin]

no one has any idea? :-/

 

[OzzieGeorge]

You seem to be using an auto attendant to get to the extension and by the sound of it, it is trying to transfer the call to the extension but not getting there. I would be looking at features set on the phone such as call forward or DND. try ringing it from another Dterm and watch what the display tells you.

 

[bjsvec]

Another thought is that the user played with their voicemail settings and may have inadvertently done something like call screening or transfer to different number the their extension. Calling form another phone internally would reveal if the issue is in the voicemail or the phone though.

teamonesolutions.com

 

[ThompsonAdmin]

the feature light is not on, so i didn't think there would be any call forwarding set or DND, i reset features using [feature] 99 [feature] to cancel any that may be set and the problem still persists. We placed a call internally to the phone and the only thing that shows on the phone is 238<--[265]cmyers the call was placed from ext 265 to 238. nothing else was showing on the screen except the time.

 

[ThompsonAdmin]

huh, well just for kicks, I reset the users mailbox to new and tried it again and it now works!

Thanks for you suggestions.