External call out is dialing twice

[davidfritz]

Hello everyone,

We just switched to IP Office 9.1 this week and are interconnected between 3 locations. When a user at one of my locations dials out externally, the call is coming through twice. The first call can be picked up, but the caller isn't on the line. If we switch to the second call, we connect. If the same user calls one of our other locations internally there is no issue. I hope my pic kind of shows what I'm talking about -

To add to this, I don't think there are actually two calls going out because when viewing the active calls, I only see one external call being made. Can anyone help point me to what may be causing this? Even my techs are stumped.

Thank you!

 

[holdmusic34]

Do you have line appearance keys on this system?

Do you have analogue trunks? Sounds like a line fault.

Gunpoint 132 and Bush.Cover's code three

 

[davidfritz]

Yep! Was an issue with the analog lines at the carrier level. Got them involved and they found some strange setup from when we first got CM. Thanks!

 

[icstech12]

I had one of those and what made it especially confusing was that when they dialed into the head office that has a BCM50 the first call would go to the user but the second call would go to voicemail and if it was a long call the caller would get a message to say the BCM had stopped recording. The voicemail timeout is set to 5 minutes.

In my case it was a line fault on their analogue lines too.