Incoming calls not rolling to open lines

[N1mh]

We have a block of 6 lines coming into the building that is going into a NA-CICS 7.0 Nortel. We've had the provider (Charter) confirm that each line is setup in a circular hunt group so that if the first number is busy, or goes on to the next line in the group, until it finds an open line when it reaches 6, it circles back to 1. What is happening is when lines 1-5 are active, and you place a call directly to line 5, it will ring busy instead of continuing on to line 6. Charter is saying that the calls are going though, but that it is the Nortel that is sending the busy signal. Normally this would not be an issue with line 5, but we combined 2 offices, with 2 different blocks of phones lines into 1 building, and line 5 is the White and Yellow pages published number. I've spent the better part of this week looking through line settings, hunt groups, queue settings, DN's, and Callpilot 150 settings, and I cannot see anything that would cause this problem.
I would be more than happy to check any settings or post more information, but right now I am at a loss of how to proceed unless we do a full wipe of the system and the Callpilot and reset it from scratch.
Is there something I am missing on the Nortel in the line or hunt group configuration that would cause this?

My biggest fear is that we do reset the system and it is on Charters side of the modem, is there any way to test their modem and confirm?


Line 1 - 512-xxxx
Line 2 - 512-xxxx
Line 3 - 512-xxxx

Line 4 - 984-xxxx
Line 5 - 984-xxxx
Line 6 - 984-xxxx

 

[jsaad]

the Norstar won't generate a busy signal. Does line 6 appear on a telephone, is it busy or idle? If it is idle, the problem is Charter.

Do calls hunt from line 1 through 5?

http://www.tgscorp.com

 

[PERRYPJ]

Most of the time HUNT starts with the first number not a number in the hunt search

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[cook1082]

You can elimate the system by using a test set right at the lines/Dmark. To test get on line one and dial it. It should ring line 2. Then get on line 2 and dial it's number, it should ring line 3. Do this all the way to line 6. Since your before the system you can tell the CO you tested it at the Dmark and it's their problem if it dosen't roll all the way back to line 1 from 6.

 

[N1mh]

@jsaad - we can direct dial in and out from Line 6, same goes for Line 4, and it will appear on CallerID to an outside number (IE. my cell). From a handset inside the building we can call out through Line 6, it does not show as busy or idle.

From the RAD the ports check as busy or idle depending of they are in use, and all ports show idle when I checked through this location:

Norstar ICS Programming Browser
Maintenance
>Module/port status
>Module 2
>Ports on module
>Ports 201-204
Ports 225-226


@cook1082 - I will go onsite and check this this afternoon, to make sure I'm following you; from Line 1 place a call to keep the line active, and then use my cell to call in on that line, which should then forward my call to Line 2, and do this all the way to line 6.

Thanks for your input guys, I will let you know what I find this afternoon.

~jtk2

I don't know much, but what I do know, is I don't know much.

 

[curlycord]

Correct
Check for any line share device on line 6 in case its for a fax or hydro company dialing in etc.

Also call line 6 direct to see what happens.




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

http://www.curlycord.com

 

[N1mh]

@curlycord - Thank you, I will check this also. I failed to mention that we have 2 dedicated fax lines and didn't think to include them in the discussion.



~jtk2

I don't know much, but what I do know, is I don't know much.

 

[N1mh]

Good afternoon guys, thank you all for your suggestions. The solution was long and drawn out(It took me the better part of two days involved working with the Charter techs and Engineers).

The main discovered cause/issue was line provisioning on the provider side. On line 5 since it was not the beginning line, would not roll if direct dialed.

The company combined 2 different locations into 1 building 3+ years ago, and combined the 2 sets of numbers changed over from AT&T to Charter as the provider. The lines were originally supposed to be setup in a circular hunt group as previously explained, but they would not function as 1 complete group, due to an unknown provisioning setting.
I used a test set, and dialed out to send the line active, and then dialed in with my cell and it ran busy on every line the first day. I knew at that point that something was majorly wrong, and called their support line to resolve this. The tech made several assumptions about our internal system and repeatedly tried to tell me that it was our internal wiring, and Nortel that was causing the issue, until I pulled the power on the CICS and cut all inside wiring to the 66 block. We did the line testing again with the same result, no line was rolling thru the hunt group at all. At this point the tech was unable to locate the issue on the MTA(dmark) or in provisioning so I requested a on-site tech for the next morning. The next morning with the onsite tech we performed the same testing, and between the engineer and the tech they decided to replace the MTA and all wiring on their side.
Once the new MTA was installed and provisioned with the lines, but the engineer was unable to ring in on any lines. We were able to dial out on all lines, so the engineer located and corrected this issue. He then began to test roll-over and again ran into no lines rolling over, and had to configure provisioning. After several testing phases, the engineer had to upgrade the ticket on his end to Tier 3, and they called me back about it yesterday afternoon. The engineer was unable to obtain a solution from T3, so he configured the provisioning on the provider side until he had a working solution to roll out to us. We tested all lines for rollover while the line was active, and no longer had an issue with incoming calls. He confirmed the changes, and and we confirmed independently in house.

Thanks again!

~jtk2

I don't know much, but what I do know, is that I don't know much.