Issue with phone system after move

[mikbai]

We're running a 200SX system, and we recently relocated our office. After which we've had a few issues, some resolved. The most recent is as follows.

I recently had to get the Telco to set up a rollover to a main number (line #1).

When someone calls in, the first line goes directly to a live answer (operator) and that's great, but if the 1st line is in use, then the 2nd line goes to the main voice message. Previously it would just ring the receptionist. All lines coming should ring the receptionist.

Also, when we used to call out, whichever line was in use, the reciever would see our main number on their call display. Now they see the number of the line in use in the hunt/rollover group for that call.

As far as I know, we don't have to do anything on our box when moving, just connect the main line into port 1 and then the other 5 lines into the remaining ports. Now, the 5 lines are different from the ones in our previous location. Only the main, fax and DSL remained the same.

Do I have to contact the telco to request some other changes.

To me maybe for the call display, but the calls coming in and all going to the operator for live answers is programmed. Nobody touched that, though. The only time it goes to the main message is when they leave at night, they put it on night service. They assure me that they took that off. plus, if it was on, all calls would go to the main message, but it only seems when one line is busy that it goes there on subsequent calls.

Thanks

 

[Telecomp9434]

Hello mikbai,

When you say relocated, what did do for your lines? Did you order the same type of lines that you had at the old location? Did you change carriers or the type of service that you had before? Usually a Digital trunk will display the main number as the calling information, where as POTS lines just display the trunk number that you are using.

http://www.telecomp-inc.com

"Voice & Data Solutions

 

[mikbai]

Thanks for the response

I asked them to transfer the exact services we had at the previous location, but that went wrong in so many ways from the start.

Looking at the previous bill, I do see a feature 'Caller-ID Name-Number Delivery'. That could be it. I would just have to clarify.

On a more critical issue. Any ideas as to why the auto attendant is answering calls after the first line is in use. They should all be going to the live operator, and only when in night service should it go to the auto-attendant.

Thanks

 

[kwbMitel]

Correct me if I'm wrong but this looks like a continuation of your earlier post thread1329-1606641

I note that in the earlier post the 2nd call was receiving Busy. Now you are saying instead of busy it is getting the main auto-att.

The simplest explaination is that the programming was changed to try and overcome the first issue and was not reverted back once the original problem was resolved by other means.

Please provide the Day/Night termination points from form 14 for all trunks. Also include tenant for each trunk.


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[kwbMitel]

For the outbound calls to present the Main Number instead of their own numbers you need to request a Secondary ( or substitute) DN Assignment.

On DMS switches the feature is called SDNA.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[mikbai]

Actually the first issue was the rollover, which was resolved by the telco. They set up the hunt/rollover group, which they had not done originally, so every time someone called our main number, if it was in use, it resulted in a busy signal. Now that the rollover was implemented, the calls do come in , but after one line is in use, they go directly to the auto-attendant. They do reach the PBX, but don't seem to go to the live operator.

No reprogramming was done to workaround that issue. we took the box from the old location and hooked it up to the new, nothing else.

I'll get that info.

Thanks for the reply.

 

[mikbai]

As requested. 3101 is our liver operator's ext. All are Bay 1, SLT 13, COS 5, TEN 1 and CDN 1.

Both N1 and N2 go to 3199 for all lines

CCT DAY TK NUM TK NAME
07 3101 1 LINE 1
08 3101 2 LINE 2
09 3101 3 LINE 3
10 3199 4 LINE 4
11 3101 5 LINE 5
12 3101 6 LINE 6

Well, it's right there in B&W. Outbounds start at Line 1, and roll through 6. Inbound calls start at 6 and roll towards 1. When I was looking at the status of the lines, I made 3 calls, and when it hit LINE 4, it went to the auto attendant as would be expected.

This PBX is in a remote location, so I'm not onsite. The curious thing is, the users there are adament about the fact that nobody was on any of the lines when they did their own call in tests and the call went to the auto-attendant.

Now I'm not familiar with the funky things that may go on with telco lines, but is it possible that something went wrong on the telco side that tied up Lines 5 and 6, so when calls were coming in they went to 4, resulting in the auto attendant.

I didn't set up the PBX originally, so not sure why the 3rd caller gets directed to the auto-attendant. My guess is that the operator is expected to handle only 2 lines at once.

I can say without a doubt that these are the same settings that were at the previous location. Nothing was changed, so not sure why all of the sudden the calls are sometimes going to 4, when there apparently appears to be no other inbound calls in use from the user's perspective.

I guess the best thing to do, would be to monitor the STATUS of the lines, but what would be the best method of doing this to determine if the first 2 inbound lines are tied up with legit calls, or with somethig going on on the telco side.

Or, maybe someone has a good explanation for it. That or there's also the posibility that the user's who flagged the issue weren't correct about the fact that the other lines were in use.

I'll have a beer please, and just keep em' coming, even if I can't speak coherently enough to ask. Empty glass = Full Glass

Thanks for all the help guys.

 

[kwbMitel]

Re Outbounds start at Line 1, and roll through 6. Inbound calls start at 6 and roll towards 1.

Nothing you've provided shows the order of outbound calls.

For the order of the outbound call you must look in form 16. The member order of the trunk group matters as does the method (Circular or Terminal). Please provide.

How confident are you that the main number should be connected as line 6, the 1st rollover line to line 5 etc... This would not be how I would set it up and may be one source of the problem.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.