Incoming call problems

[leucotios]

I apologize up front if none of this is technically accurate, but other than what I've read in the manual, I have no idea how our phone system is set up.

That being said, I am having a problem with our office phone where an incoming call will ring in, someone will answer it, and even though the caller ID indicates who is calling, all you can hear is a dial tone. We initially just thought that it was a telemarketer or the like, but as this occurred more often, we realized that it was happening only in the mornings after we had turned off the forwarding feature. Customers who did eventually get through said that they would get hung up on, and if they called right back, they would get a fax machine tone. The fax machine itself is on a separate line and is plugged right into the wall, so I do not believe it is connected to the phone system at all.

We have been able to get the system to stop hanging up on people by occupying line 1 when the call comes in, therefore forcing it to roll to line 2, and once that happens, there doesn't seem to be any more problems until the next day. The only feature we ever use on the phone is the call forwarding at night, to forward calls to the owners mobile. We do not have any other features that we use regularly. All of the phones do have voice mails set up, but literally no one in the office uses it.

I just am trying to figure out either what I'm doing wrong, or what I can do to fix this problem. Its annoying at the simplest level, but its also coming off as unprofessional when I have a customer call in, only to get hung up on, or even worse, have a fax machine screech in their ear. If we hang up the phone and leave line 1 open, and they customer calls back, the problem will ultimately keep repeating itself until we occupy line 1 and they call back and come in on line 2. For the sake of additional information, this only seems to occur when they call our general phone number. If someone were to call back line 4 directly, they do not have any problem getting through. Any advice you guys can offer would be great, and if there is anything you need me to do to provide you with additional information, just let me know. I just want this behind me, and have spent too much time trying to figure it out.

Thanks-

 

[Multimedium]

I'll take your offer to ask for more information!

1. A call comes in:

a) How many sets are ringing?
b) What does the display show when a set rings?
c) Is there any indicator that is on or flashing when a call rings?

2. Someone answers the call:

a) Does that someone answers the call at a set that was ringing?
b) Is the call answered by pressing a button or by picking up the handset?
c) What does the display show after the call has been answered?
d) Is there any indicator that turns on or starts flashing when the call is answered?

3. As for forwarding calls, there are many possibilities:

a) You may be using the Call Forwarding feature from the central office. That would be picking a line and dialing a code, like *72.
b) You may be using the Call Forward feature from the Norstar system. That would be pressing Feature 4 on a set.
c) You may be using the Line Redirection feature from the Norstar system. That would be pressing Feature 84 on a set.
d) You may also be using a programmed button on a set. If so, what does the display show when pressing Feature * 0, then that programmed button?

 

[curlycord]

Ask your alarm company to check if they are using line 1, if so have them use another line like the fax or bottom of hunt etc.

Often some cheaper alarm companies call in, hangup and call in again right away so their modem answers.

See if that helps somewhat.





=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[leucotios]

1. A call comes in:

a) How many sets are ringing? All sets in the office ring together
b) What does the display show when a set rings? I don't recall the exact message, but its the standard incoming call message
c) Is there any indicator that is on or flashing when a call rings? Just the sound of the phone ringing

2. Someone answers the call:

a) Does that someone answers the call at a set that was ringing? Yes
b) Is the call answered by pressing a button or by picking up the handset? Picking up the handset
c) What does the display show after the call has been answered? The caller ID information
d) Is there any indicator that turns on or starts flashing when the call is answered? The Line 1 indicator will come on and stay steady

3. As for forwarding calls, there are many possibilities: We use Feature 84 to redirect the calls at night.

a) You may be using the Call Forwarding feature from the central office. That would be picking a line and dialing a code, like *72.
b) You may be using the Call Forward feature from the Norstar system. That would be pressing Feature 4 on a set.
c) You may be using the Line Redirection feature from the Norstar system. That would be pressing Feature 84 on a set.
d) You may also be using a programmed button on a set. If so, what does the display show when pressing Feature * 0, then that programmed button?

Hope this helps, let me know if you need more. Thank you very much for the help.

 

[curlycord]

Can you test the theory I posted about the alarm?
Call in, hang up then call back right away and see if modem tone.



=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[Multimedium]

To me, your phone system behaves like it should. There are sometimes conflicts that would cause someone to pick up the handset and get the system dial tone, but it does not appear to be your case.

curlycord theory is very interesting, though. I think he found your problem. Let me add a few details:

1. A ring cycle lasts 6 seconds: 2 seconds of ringing followed by 4 seconds of silence. Lets say the caller hangs up after 2,5 seconds. The phone system won't detect that the ringing has stopped right away. If someone answers 2,5 seconds later, during the silence, the call is already disconnected and that person ends up with dial tone.

2. Fax machines and modems sound pretty much alike. To be absolutely sure, you can even disconnect your fax machine from the wall outlet when making your tests.

3. If I understood correctly, you have the Caller ID for the calls that hang up. You should be able to confirm whether the calls originate from the alarm company or not.

 

[NETWT]

Sounds like you have a CICS system with the modem feature still enabled. By default it is set to answer line 1 and i think it is after three rings. The ring setting may have been changed to one. If it is a CICS system diable the modem.

 

[Multimedium]

NETWT, I don't believe the internal remote access device (IRAD) answers the call.

If it did, the Caller ID wouldn't be displayed after the handset is picked up. Also, the indicator next to the "Line 1" button would remain on when the handset is replaced. (The indicator would eventually turn off, when the IRAD or the caller hangs up.)

 

[leucotios]

The alarm company makes complete sense as it relates to my customer's getting the fax/modem sound in their ear. What still doesn't make sense is why the call gets hung up in the first place. The call comes in and everything seems normal (phone ringing, indicator next the line flashing, caller id display) but when you pick up the phone, nothing. And it only stops when someone stays on line 1 and the incoming call rolls to line 2.

 

[misseditbythatmuch]

Since most alarm panels are not bridge tapped but are set up in series so that the alarm panel can perform a line seizure for its priority traffic, your symptoms would still make sense. The alarm could pass the ring signal and CLAS data to your KSU, but when the alarm panel detects the current change when you go off-hook on a station for line 1, that could cause the line seizure mode to kick in. The alarm panel could be malfunctioning or the line seizure / monitor auto-answer settings could be incorrect. During line seizure the line will busy out and if you have roll-over, traffic to line 2 will be unaffected by the alarm panel. When the alarm panel completes its cycle (either outgoing signal or monitoring incoming cadence and/or auto-answering and then timing out for want of incoming instruction signals, you will see the line get returned to on-hook status.

I believe Curlycord has given you good advice.

If you locate the actual connection of the alarm panel and it is to the CO pair for line 1, (hopefully near the demarc), and then disconnect the alarm panel leads and bridge them temporarily to entirely bypass the alarm panel so that the CO pair for line one is a direct path from demarc to KSU, let us know if line one tests with a different result.

PS: I assume it is an intrusion alarm. If it is for a fire panel, be sure to get permission from the monitoring office before isolating it.