Feature 986 disconnects caller

[telephonesteve]

Customer has:
MICS XC 30DDC04 with CP150 31.10.14.22 it's been in since ~11/06.

Phone has 3 intercom buttons

Call is answered, call is then mailbox transferred (either via single programmed button or Feature 986),caller hears MOH

Mailbox number (ie: 226) is entered via keypad, and telephone set reads "call transferred"

Seems normal but now is where it breaks down.

The caller now hears silence, the screen on the phone now reads:
"226
DIR QUIT"

The caller then hears the Norstar lady say "Please enter the mailbox number or press the pound sign to use the directory"

after 5 seconds or so the screen changes to "Quit" and then disconnects the caller at the same time.

I can not think of any settings that would generate this outcome.

Any ideas would be appreciated.

Thanks.

 

[Deweyhumbolt]

See if Auto Hold under the Capabilities for that DN is "Y". I'm guessing you already rebooted?

Adversity is Opportunity

 

[RikRodgers]

Is the mb number she's transferring to correct? Is mb 100, or something else, assigned to that extension? The extension number and mb don't necessarily have to match, and f986 will try and send to that malibox number. It won't "cross referrence" to see which mailbox is assigned to whatever she dials.

 

[telephonesteve]

I could not find Auto Hold under capabilites for any DN for capabilities options I have:
Fwd No Ans
Fwd on Busy
DND on Busy=N
Handsfree=Auto
HF Answerback=Y
Pickup group=1
Page Zone=None
Paging=Y
D-Dail=Set1
Priority Call=N
Hotline=none
Aux Ring=n
Allow redirect-n
redirect ring=y
ATA settings
SM supervisor=n
SWCA call group 1-16=n

Mailbox number entered is correct this happens with any mailbox. All are on a 1:1 except extension 221 is mailbox 100.

Customer said he would reboot the call pilot tonight but I just tried via RAD and got the same hang-up result.

But maybe it's now a RAD issue? I tried to do the same from 2 other sites that also have PRIs and got the same result from above.
But when I tried to do a mailbox transfer via a RAD from systems that have regular T1s and not PRIs the mb transfer worked via the RAD.

I know for a fact that the mb transfer worked on Friday from one of the other sites with the PRI that I tried tonight via the RAD. I know because I had to show someone how it works. This is why I think that maybe a vm transfer with aRAD with PRI doesn't work. Unless it's some software but where they all stopped working in the past few days but I'm sure if someone eles did not work they would have figured it out by now and called.

I'll have to talk to the customer tomorrow to see if it is working onsite or not.

 

[exsmogger]

Do you have at least 2 intercom buttons on each phone?

Brian Cox

http://www.jandjcommunications.com

 

[curlycord]

Sounds like system is confusing 986 with 981
Maybe remove the feature codes for 9 series then reboot CP.
If still an issue try re-intall vmail.

 

[exsmogger]

I should have my coffee before posting. I now see you have 3 intercoms.

Are there any other problems in the phone system with dialing or pulling dialtone? If so there may be a problem with touchtone receivers. Not probable this is the trouble, but other than corrupted software I can't think of anything else that would prevent mailbox transfers.

I'd try curlycord's suggestion to remove all feature codes using F**XFTEST and then reboot the Call Pilot. Power off the Call Pilot before removing the feature codes.

Brian Cox

http://www.jandjcommunications.com

 

[Deweyhumbolt]

I believe Auto Hold per DN came out at 6.0, if it was not checked "Y", Ftr986 would not work. Can you do a Ftr980 to the same mbox you tried Ftr986?

Adversity is Opportunity

 

[norstarboy125]

did you try to delete mbox 226 and re-build it?

 

[telephonesteve]

Thanks for all the suggestions
Everything else on the system seems normal
Yes F980 works using the same extension number

deweyhumbolt-do you think that sw after 6.0 you do not have the option to do a f986 since they took out the auto hold?

I did not delete and recreate any mailboxes since it is all mailboxes.

I now seems to be epidemic.
I have dialed in to 5 different systems and they all disconnect me on a F986.

They are all PRIs
SW is 30DEC04, 30DEC12, 30DDC04, 30DEC04, 30BWE02
The call pilots are all CP 31.10.14.22

I did get it to work properly on regular T1s
SW SPBHG02, 30BHG00
CP 30.00.75.22 and NVM 4.0.04C

Now is this because they are regular T1s or because it it older software or different vmail or??

FYI:All my testing has been done via a RAD but
I did call 1 customer (not the one who originally complained about it not working)with a PRI and had them try the F986 on their phone and it did not work either.

Do I have something set up incorrectly on all 5 I tested?
Do all of them have a dooms day software glitch that just kicked in?
Am I crazy?
Some have been in quite awhile I can't believe that someone has not been using this feature but maybe the feature was never working from the start and maybe no one ever used in until this guy tried the other day.

 

[Deweyhumbolt]

It has always worked from the Startalk Model As till MICS 7.1. Like I posted. I started to see Auto Hold on 6.0s and turned it off, thinking it was like Line Auto Hold. All the sudden no one could use Ftr986, changed back, it works. I find your thread incredible.

No one is using Ftr986 at 5 locations, no way. Something is up with the way your testing. Are all your test calls made from the same #?

Adversity is Opportunity

 

[wcmyers3]

Since it is happening on all 5 systems and you are using the RAD to test and not having much luck, I would test onsite with a phone on the original complaining system and quit using the 5 other sites. I would assume since you are using a RAD that you have some drive time. But Also, did you check the COS of the mailboxes? There are quite a few settings in there and ways to restrict mailboxes.

 

[telephonesteve]

UPDATE: I, myself, physically went onsite to a customer location to try this in person. Here is the step-by-step

Location with PRI
From M7324 with 4 intercom buttons
Picked up and dialed my cellphone via PRI line
Answered my cellphone and made sure I was connected
From M7324 entered Feature 986 (also did with programmed button) got MOH on cellphone
Entered via keypad 225 (working mailbox, verified before test F986 first by using Feature 980 and left a message)
M7324 screen changed to "Call Transferred"
got silence on cell phone for a moment
Screen on M7324 changed to "224 DIR QUIT"
While this was on the screen I received on the cellphone the message to 'enter ext number or press #"
Once this played, the call disconnceded and the M7324 screen went back to idle.

This customer also has POTS lines on the system for T1 backup. I did the exact same as above but used the POTS line and it worked exactly like it should, it transferred me directly to mailbox 225.

I do not know the techinal reason why it does not do it but I quit along time ago trying to figure out the hows and whys of things.

It boils down to this: You can not do a F986 from a PRI if it is an outgoing call (unless there is some setting to change this). I know, who is going to make an outgoing call and then transfer the caller to a mailbox. Who knows, well atleast now we know it won't work.

Thanks for all your suggestions.

 

[norstarboy125]

so it would seem to me that there is something going on with ext.225 did you check to see if it is forwarded etc.

 

[telephonesteve]

Nothing to do with x.225.
It was all mailboxes across all PRI systems that I had trouble with.

This are my findings from experimnent with different systems:

Outbound call via PRI T1 can not do a F986 transfer
Outbound call via POTS line on the same exact system as above can do a F986 transfer.

Outbound call via Non-PRI T1 can do a F986 transfer

Outbound call via POTS line can do a F986 transfer

Inbound call can do a F986 transfer

It is only outbound via PRI that does not function.
I guess this is just the way it is. Which is OK now that I figured out the limitations.

The majority of my testing was via a RAD that I used to call my office number to test with.
I narrowed it down to trouble with the PRI systems. I then went on site and duplicated the same troulbe since I called my cellphone from the system set.
I tried dialing out with POTS and it worked so I figured it has to do with the PRI.
I made an inbound call on to the PRI and it work as it should.

Is the above common knowledge? Is this a NO DUH moment on my part? I would have never thought that you could not do a F986 transfer from an outgoing call over a PRI.

 

[pccal]

Certainly not a "NO DUH" moment on your part. Sounds like you have done a good job of testing & you are on to
something that nobody would have ever tried. Like you said in your post,"why would any body want to do a Voicemail Transfer on an outgoing call?" Who cares,you would expect it to work. I will be calling a few of my customers tomorrow to see if their transfer works on an outgoing PRI call. Will let you know if I have the same problem.

 

[telephonesteve]

pccal - thanks. I look forward to the results

 

[Deweyhumbolt]

I agree completely with pccal. The next step is for some other techs to try it. Never heard of it, never tested it.

Adversity is Opportunity

 

[pccal]

I tried 6 sites & all worked perfect for the Voice Mail transfer on an outgoing PRI call. All Telco's are using the DMS100 protocol for the PRI. 2 of the sites were BCM's & the other were Call Pilot 150's on Norstar's. I have no idea what software versions they were.