Fiber NAM trouble

[jsaad]

we have a location with a fiber nam. Autoattendant answers all calls, pots lines (6). Frequently, maybe 1 out of 15 calls will be answered directly into a users' mailbox, not the autoattendant. In the past we've rebooted the unit to resolve the trouble but it still returns, sometimes the same day. the trunks do not ring on any phones, they appear only.
what shall we do? Could it be a programming issue?

 

[curlycord]

Do you know the users mailbox number that answers?
Does the users phone DN match?

Is it a specific line?

Any Answer DN keys involved?

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http://www.curlycord.com

Toronto, Canada

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[jsaad]

no answer dns, random mailboxes, no pattern. customer thinks that if someone is on the phone, then that mailbox is the one to answer. But i've proven that wrong. Sometimes all sets idle and a mailbox picks up. About 30 phones. Actually only 1 phone has the lines appear, the rest are all dial 9 and dial out. No trunks ring or appear.

Mics 6.1 with Fiber NAM 4.04 i believe.

 

[curlycord]

Note
-Any KSU with software 6.0 or higher requires the NAM to be at 4.1
-6.1 Software is buggy and was replaced with 6.1MR

Suggest to upgrade to 4.1 or Call Pilot for starters.
Then if 6.1 then go to 7.1 after.






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http://www.curlycord.com

Toronto, Canada

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[jsaad]

Aha, I will have to check that.

 

[jsaad]

Just to follow up this is what I have: SP30CQE06 NAT with NAM 4.1.05 Fiber

I believe that is 6.1 but not MR.

 

[curlycord]

Ok since it's 4.1 then maybe try the NAM Redirect Patch.
3.5 in floppy required or if it has Norstar Manager and Network card or a Modem you can go into the Norstar Manager and turn off Redirect DN.

The latest NAM build had it turned off
I also forget if the patch was to fix a part time issue as you described or for all the time....somebody else may chime in their memory bank.


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http://www.curlycord.com

Toronto, Canada

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[exsmogger]

At R4.1 you could turn off Redirect DN through a telset. As I recall you login with F983, press 2, and scroll through the options.

Brian Cox
Georgia Telephone

http://Georgia-Telephone.com

http://www.linkedin.com/in/briancox1952

 

[jsaad]

I can try that and I will.

This is a part time problem, it occurs maybe 1 in 15 calls, hard to say. But often enough that I hear about it from the customer.

If I was to go to 6.1mr, I would just shut off and change the cards?

 

[exsmogger]

Yes, just swap out the cards and it should come right up. You could also go to R7.1. It will take a bit longer to come up, but all your programming will be intact.

Brian Cox
Georgia Telephone

http://Georgia-Telephone.com

http://www.linkedin.com/in/briancox1952