External not ringing

[Joeny0706]

I have one phone in the store and one in the kitchen. The store is the main phone but I need them both to ring at the same time. When I call the kitchen from an internal line it rings and works good. If I call the main external line the store phone rings and works correctly, but the kitchen phone does not ring. The small light does blink but it does not ring. I have checked all the setting within the IPO manager and on the phone interface but I am not able to find anything that is different.
Both lines are in the Main hunt group.

The only difference is the kitchen phone has a short code "Code = *DCP Feature = Dial Tel Number = 0,0,1,1,0 Line Group ID = 0
I did try removing that but it did not do anything different so I put it back.

Anyone have an ideas or come across this before?

Thanks all

 

[teletechman]

in the hunt group is it set to collective ring?
Mike

 

[Joeny0706]

In the hunt group the ring mode is set to collective call waiting. Everything was working good No changes were made. It just stopped ringing for external calls.

Is collective call waiting the same thing. The other options are collective, sequential, rotary and longest waiting

 

[Telecomboy]

try deleting the user, save the config, and then recreate the user for the kitchen. Once complete, add it back to the group.

 

[teletechman]

in the SSA does it show it ringing to both extensions? Also in SSA take a look at the kitchen ext to see if it has anything enabled by accident.
Mike

 

[Joeny0706]

I have compared everything between the kitchen and store. There is nothing different besides the short code I mentioned above. But I did remove that and it did not make any change. I have also checked all the settings on the phone and they are also the same on both phones.

I have not deleted the user yet. I am kinda new to IPO. I have taught myself a lot but just need to review what I need to do to create a new user before I delete the current one so that I do not miss anything.

I just watched and when I call the main number I do only see it ring at the store. Should I also see an incoming call on the kitchen phone?

Thanks

 

[joe2938]

For a test change the incoming call route to point directly to the kitchen phone and monitor it through system status, now does it ring when called externally?

 

[Telecomboy]

If they are both in the incoming call group it should show them both ringing. If you are not comfortable deleting/adding the user back, try going to the extension and pressing *00. This will remove any forward that might be on the extension. See if that fixes the issue.

 

[Joeny0706]

I did point the route to the kitchen phone. Saved it but when I call in Staus monitor it shows still going to the store phone. After 10 min I did change it back. But I tested 5 calls or more and it never went to the kitchen phone. ALl times still went to the store phone. Weird

Also did *00 no change

 

[joe2938]

I know you said you saved the change but did you merge the change? sorry I have to ask

 

[Joeny0706]

Yes Merge I just rebooted the system Will test all again shortly

 

[Telecomboy]

I'm guessing your incoming route isn't actually pointed to your main hunt group. Maybe it is pointed to the store phone's extension instead.

 

[Joeny0706]

After the system reboot it did ring in the kitchen. I then put it back to the hunt group and both are ringing now

I also rebooted both phones

Thanks all