IP Office Phone Engaged 1

[Lectrician]

Hi.

IP Office 500 V2.

When I am calling from Ext 200 to 201 for example, 201 is engaged even when on hook. It doesn't ring.

This is the same with all digital extensions. Analogues do ring, although no phones are plugged in to the analogue ports to confirm they actually do ring.

With the phones in a ring group, they don't ring either.

If I enable their voicemail, the calls do go to the voicemail.

I cannot see where this is going wrong? There is no twinning or call diverts setup as far as I can see.

It is not the system CCU, as if I upload the programming to a working CCU, the same situation is seen. I could clean install the system, but would prefer to work out why this is not working :-/

Any pointers appreciated!

This is a CCU which was inherited, and has been tweaked ready to work.

Thanks!!

 

[TouchToneTommy]

Are they all in DND

 

[Lectrician]

Hi, No. All phones are showing as DND OFF on phones.

 

[snowman50]

Are the phones logged in correctly

I had a situation that all phones had been logged out due to a reboot and the default template was applied which required the phones to log in

 

[Lectrician]

They are not set to login as far as I know. If I try to use the *35* code to hot desk login, that is not working. How would I check the phone is logged in?

Thanks.

 

[snowman50]

Basically it will say not logged in.

So go to system status
Go to extensions
And see if the extension matches the user number.

This will tell you if they are logged in

Also try a reboot of the system in case it’s something stupid that’s locked up.


Send a screen shot of the SSA extension screen

 

[jinxs]

What do you mean “engaging” ? Is the call being answered via the speaker phone?

 

[Lectrician]

The system isn't in use yet, and only has 3 extensions with a simple AA. I could re-program from scratch quite quickly, but would prefer to identify where it is failing. I don't like being beaten!

By engaged, I mean if I pick up an extension and dial an extension number, I hear busy tone and the display shows the extension is busy, as if they’re on a call, when they’re not.

Thanks.

 

[tac84]

@Lectrician
Do you only have 1 call appearance programmed on each phone? The screenshot above indicates that extension has one CA (Call appearance) and one LA (Line appearance). I would have at least 3 call appearance buttons on each extension under the 'button programming' tab.

If you only have 1 call appearance on each extension then say for example you have the 'reserve last call appearance' check box enabled in programming - that would be causing you issues.

Thanks, Tim
Adelaide, Australia

 

[Lectrician]

Hi. Yes. As there’s only one system phone and two SLTs, with just a single line, I thought one appearance would be ok?

This system has been resurrected temporarily to provide AA until a new system with SIP trunks is installed.

I’ve defaulted and reprogrammed, all working, but would still like to get to the bottom of the cause!

Thanks.

 

[snowman50]

That will be the reason.

You need 2 call appearances.
And the digital phones need to be plugged in otherwise it goes to voicemail

Play with it
Set up 2 phones with 1 appearance, it this does not work
Set up 2 phones with 2 call appearances and see if that works.

Then that’s your reason

 

[Lectrician]

Reserve Last CA was indeed ticked and was the problem. It is unticked as standard after resetting to defaults.

I don't get too involved with IP Office too much, and to be honest, I never really understood the purpose of the Call Appearance Keys. They do make more sense to me now!

I can add more appearance keys to the system phones, but with only a single line coming into the system, and no transfer of calls envisaged, I don't think it is a massive problem? The system is a fancy stop gap until a new system is provisioned.

Thanks for the clarity.

 

[tac84]

@Lectrician Glad you got it sorted. Thanks for posting the resolution.

Thanks, Tim
Adelaide, Australia