Inbound calls sometimes get "Invalid Extension"

[RoninITGuy]

As far as I can tell config hasn't been changed.

Seams to be random - after getting auto attendant and dialling extension num or hitting 0 to go through to reception.

Any ideas on what might be causing this?

 

[cknipe]

Im not real clear on when the issue is occuring. Is it when a caller calls the DID of the user or are they calling the main number, getting the Auto Attendant and then trying to dial the extension of the user from the AA? let me ask you this. Do you have the "reserved in dial plan" entry selected for the number they are going to dial. (ex. if your extension are 3000-3999 does option 3 in the AA show reserved in dp). Thats the first thing to check. Also what is option 0 showing in the AA? Another place to check would be extension lists *0004 for the operator extension. see if anything or anyone is in there.

Chris

 

[jaybryan]

RoninITGuy,
Have you found any solution to this problem? Our V3000 has had this problem off and on for a while now and I feel like I'm chasing my tail. It doesn't happen all the time even with the same person calling.
We don't have DID, so they call a main number and select the extension or option.

In the most recent case, the caller dialed the extension, received the 'invalid extension' message, then he dialed '0' for the operator and received the same message. Finally he just had to wait until the system automatically sent him to the operator.

Any ideas?

Jay

 

[cknipe]

Just curious.....are you using a PRI or analog lines? im working with some other people who have the same issue.

 

[pcasi]

We have this same problem in Ver. 6_0_59, we also had it when we were in 5_0_XX. The system is using Analogue lines and it seems that NBX DTMF receivers screw things up from time to time.

 

[synack2]

This issue most commonly occurs when you are using analog line cards with the NBX. Most of the time going to PRI makes it go away completly. The lines are probably comming in too hot and the DTMF tones get distoreded. Also will sometimes happen with cell phones that call in and the DTMF isn't clear. It will sometimes even read totally wrong digits (ie Invalid Extension) You can get to your line cards advanced audio settings and tweak the audio settings a little and adjust how many DB's of input audio gain you want I never change it my more that 2 db at a time.

Also if the lines are comming in too hot (You need a loop current metter to tell) then you will need to complaing to the phone company (Usually does not good) or get a loop currrent reducer. Loop current is usually to high when you ware close to the CO, many time in downtown areas where you are not very far out on the build out.

http://www.sandman.com/loop.html

This is a great place to read about the probme and to get the meter and the reducer.