Issue with Panasonic PBX and TVM

[Karthik3866]

We have an existing setup , of Panasonic PBX KX-TDA100DBX and a voice processing system/unit Panasonic KX-TVM200DBX.

First issue is when a user dials our 800 number it goes directly to the reception number bypassing the IVR. Second issue is when user dials a direct landline number it goes to the reception number. Third issue is when a call pick up is done, there loud beep , upto 5 to 7 beeps.

This has happen since today morning and I have no idea on where to begin or diagnose the issue , I am completely newb in this. I am lookin at the TVM setting, customs prompts but no idea where the changes have happened.

The phone which we are using are Panasonic KX-T7665 and Panasonic KX- DT 343.

Any suggestion , I would really appreciate

Thank you in advance

 

[obtsystems]

Could the system be in the wrong time mode. Night, lunch or break. Press transfer button with the handset down to check

 

[rezatafreshi]

why do you whant dial 800?

 

[Karthik3866]

Thank you for your reply. @obtsystems : it is in daymode

Thank you for your reply @rezatafreshi , Sorry for the confusion, our 800 number is our toll free number 800-xxxxx. So when someone dials are toll free number it should play the IVR , but it does not and goes directly to the reception desk phone.

 

[obtsystems]

Can you access the voicemail system/ mailbox

Is the red light flashing on the tvm

 

[Karthik3866]

KX_TVM 200 the RUN LED is solid Green and no Red light flashing.

The Alarm LED is off

 

[Karthik3866]

Another fact to know is if I keep the the line on HOLD , i get to hear the HOLD music

 

[Karthik3866]

TVM says it in "Not in Call"

 

[obtsystems]

If you call the voicemail. Does it answer

If you do an isdn trace. Does it show the ddi coming in matches the ddi table or is it analogue lines

 

[Jonah29]

Hi,
One thing to consider for the incorrect routing of the 800 number is that it is assigned to the wrong DDI by the provider. You need to contact them to find out which of your Geographic/DDI numbers it is assigned to.
Regards
Mark

 

[Jonah29]

Sorry just re-read the OP and realised what your second issue is. It seems more like an issue with the system DDI routing programming. It needs to be routed to the TVM extension number (normally 500). Perhaps normal running of your PBX is not Day mode but one of the other service modes. Try changing it to Lunch, Break and Night and dialling in on each and see what the result is. Did you suffer a power cut to the Panasonic Equip?
Regards
Mark

 

[Karthik3866]

Thank you guys for all your suggestion. The issue resolved.

In the DID/DDI table, I had to re-register all the numbers. The numbers were before 7 digit and was working properly,I changed it to 9 digit including the area code.

I guess something was changed from the telephone provider.

Everything is working fine.

Once again , thank you for all your support

 

[obtsystems]

Good to hear its sorted

We always strip the main numbers on basic rate isdn because we had issues before with the provider sending in different amount of digits from last 4 to the full number coming in from different exchanges. It is a pain but stopped issues like you had