Incoming calls on T1 Answered by VM not AA

[chimnysweep]

Working with a MICS and a CallPilot 100. Have a DTI installed for outgoing long-distance calls and incoming 800 calls and 8 POTS lines.

During the day, everything is fine, incoming calls ring at receptionist desk.

With Night Service on, incoming calls on POTS are correctly answered by the AA, but incoming calls on the T1 line are answered by the Voice Mail operator. When I dial in on the 800 number I'll get a message like "One moment please...You have entered an invalid extension." I can then dial whatever extension I want and it rings to the proper extension.

We have Sprint, out LD provider, supplying a single DID number for all 24 channels of the T1.

The vendor I bought the system from seems to have no clue how to make this work. Their only answer is to switch the 800 calls to come in on the POTS line instead of the T1. At the moment, I refuse to believe this is necessary.

Anyone have any clues on how to make this work?

Thanks,
Westley Annis
da-parish.com

 

[bkrike]

How do you have the target line programmed to be answered by the VM?
What happens in the day if you just let the DID ring untill the VM picks up?
This is totaly fixable, you just have it programmed incorectly. You should only have to program the one target line to be treated the same as your other POTS lines, with regard to the voice mail.

 

[chimnysweep]

Problem solved.

Turns out in the ringing group only one VM port was assigned instead of both. Added the second VM port and everything seems to be working.

Thanks!

Westley

 

[bkrike]

I'm glad your problem is solved, but assigning an additional VM port should not have an effect on anything. In fact it usually causes problems. Unless of course by additional you mean the one and only correct VM DN is now assigned. What I am saying is the only thing that should be assigned to your ring group, if that’s what you’re trying to do, is the DN that shows up when you press feat985.

 

[chimnysweep]

Revisiting this issue again.

Everything was working fine, the AA would answer call on the T1 and then for some reason it stopped. I looked at all the settings and couldn't find anything out of place.

After fiddling around a bit, all of a sudden it's working again.

I've got a ring group set up with only DN100 (receptionist) and DN129 (CP100) in it. This is the ring group that is suppose to get the rings with the system is manually placed in to Night service.

Anyone have any clues why it would stop working and then start working again?

Also, in testing I've noticed that I have one greeting being used for calls on the loop lines and a different greeting being used for calls on the T1. How can I track down where these two different greetings are being stored? I'm thinking it may have some clue as to my problems.

Thanks,
Westley

 

[bkrike]

The easiest way to check which greeting is answering is to look at the lines setup in CP manager. You will be able to see all your lines, then scroll down and check if one of them is being answered by a different table than the others. This is only true if it is an actual “greeting” that is answering, and not some individual mbx greeting.

 

[telemarv]

You say you've got reception as DN 100. Mailbox 100 is by default the general delivery mailbox. DN 100 is ringing day and night only difference is DN 129 added at night? Do you have call forwarding set on DN 100? Is the GDM turn off, if so you will get an "invalid mailbox error"? Is she putting her phone in DND as well as setting night service before leaving for the day.

Since you want the AA to answer at night, I would remove DN 100 from your night time ring group and have only the CP 100 in the ring group.

 

[chimnysweep]

bkrike: I went to Lines Administration and every line is showing Table 1.

telemarv: Never thought of pulling DN100 out of the pool. The GDM is on, DND should not be turned on, and call forward no answer is turned on with 10 rings.

Here's the latest thing I learned tonight since I dialed the system just to make sure everything was still working, which it wasn't.

I have managed to get it to work for now, where I don't think it will fail on me again, but I also don't think it is programmed using good programming standards.

If all lines were set to go to Pool 3 when on night service and Pool 3 contained DN100/DN129 the loop lines worked while the DTI lines didn't.

Taking DN100 out of Pool 3, leaving DN129, didn't change things.

Taking DN129 out of Pool 3, leaving DN100, had DTI lines working, but loop lines didn't.

If I had no DN's in Pool 3, DTI lines worked but loop lines didn't.

This leads me to think that the loop lines are properly using DN129 for night service. The DTI lines are somehow being forwarded from DN100 to the AA when Night service is turned on (remember, I'm getting two different messages depending on how I dial in).

For the time being, I've set the DTI lines (001-024) to stay in Pool 1, even when Night service is turned on. This is working, but it feels like a patch and not a fix.

I went browsing through the Installers guide a bit and found the Line 157 is suppose to be used to assign a set for Line 001 or something like that. It does have a value of 393 in received digits which is what the TELCO is suppose to be sending us as a DID number for every incoming call on the DTI. I tried with and without the 393 in the field and got the same results.

The reason I bring this up is I'm wondering if there is anyway to turn a log on or something to be able to see exactly what digits the TELCO is sending. I'm suppose to have 4 digit DID's at another location and the phone company is send a 1 digit prefix, so I'm actually getting 5. Had to program that system to handle the extra digit and I'm wondering the same is happening here, even though it is different TELCO's.

Thanks,

Westley

 

[bkrike]

As I stated in the fourth post of this thread, and telemarv also mentioned: only the VM DN should be in your night ring group. Other than that it sounds like your ring groups / line settings are incorrect. Pools have nothing to do with your problem, but you may just be using the term incorrectly (I Don’t know.) As far as logs go: If you really want it to work correctly call a qualified vendor: setting this up should only take about 20 minutes.

 

[hawks]

sounds like your not routing line 157 as part of your night group. You did lines 1-24 but the calls that use the digits 393 really come in on Line 157 not 1-24. At least thats how the system sees it.

 

[senk1s]

ran into a similar problem ...

target line answered by hunt group (10 extensions)
AA no answer, night mode with VM in ring group goes to GenDely

i just turned on AA and turned it off, that fixed the problem , at least for now ..CP1.5.32