LDK-20 Software

[barbs706]

Hi all, Sorry if this has been posted before but I did try and search for an answer to my question!

We have an LDK-20 phone system that intermittently has issues. When we come into the office in the morning we regularly sit there thinking 'The phones are very quiet this morning!' I then go to call the office using my mobile and all I get is a beeping line. I then switch off the LDK-20 for a minute or so then switch back on, and all is working fine.
It has done it for a few years now but it is getting rather intolerable now! Has anyone got any idea of what could be causing this problem? The system uses a netgear adsl modem (which we have changed to see if that fixes the problem) that connects to a dedicated adsl line. The SIP etc. is provided by BT.

I did think about doing a software update on the box to see if anything changed, but I could not find the relevant PC ADMIN software for our firmware version.
Our version is UK66P-C.7Ee MAR/08

If anyone can help that would be great.

Thanks

 

[2311angel]

Depending exactly what you want the VMIB to do, it can help you in some ways.

The VMIB in my system mainly is serving Hunt Group Voice Mail for me, as well as Wakeup Time and Date / Time announcements.
Here are a few uses for the VMIB.

CCR Menu (Customer Call Routing)
Line rings in to DISA Line 01, VMIB Answers
"Welcome to ABC Company. If you know the extension you wish to speak to, dial now or choose from the list"
"Press 1 for This, 2 for That, or 3 for the Other", etc
Auto-Attendant/CCR can go a MAXIMUM of 10 layers / steps in to the menu.

PGM 140, 144, 228 to configure this. Record messages from Attendant handset (PGM 06)

Hunt Group Comfort Messages
Hunt Groups may have 2 messages per group. VMIB Message 01 plays at a configured time, and Message 02 may be set to play once, or repeat every so often
Example Message may be:
VMIB Msg 01: "Thank you for contacting the support department, we'll be right with you.
VMIB Msg 02: "Your call is important to us. Please hold the line and we'll be with you shortly."

PGM 191 to configure this

Station Mailbox
Calls can be routed to a mailbox if there is no answer.
Record User Greeting for Station 10x under PGM 61 >>> "Hi this is Angel, I can't take a call at the moment, but leave a message and I will get back to you ASAP".
Calls can be set to forward to VMIB (Stn Mailbox) for Unconditional (All calls instantly to VM), Busy, No-Answer, Busy/No-Answer.
Callbk button flashes when Station has VMIB messages waiting
Xfer call directly to VMIB by pressing TRANS/PGM then CALLBK, dial station 1xx and hang up. Caller is routed instantly to station mailbox to leave a message
Note: Callers can remote-control their station VM box, by pressing * and dialing an Auth Code they set in PGM 31

Hunt Group Mailbox
A Hunt group can have a mailbox accessible by all users in the Hunt Group.
Example Ring Group 623: Stations 100~106 are in this group.
PGM 68, ENT HUNT GROUP 623. Record Group Greeting "Thanks for contacting the sales department. All our staff are attending to calls at the moment. Please leave your contact details and a message and a rep will contact you shortly".

PGM 191, set Overflow to Group Mailbox.
Program Flex Key "PGM 88 623" to assign a flex key that will flash when a hunt group has VM Messages waiting.
WARNING: Only those in the hunt group 623 can access 623's VM Box (This example Stn 100-106). Only supported on Software 3.9

Hope this helps some,
Angel

 

[2311angel]

Sorry, it was midnight Australian time when I wrote my essay of a reply and didn't fully read your question.

I'm not 100 % sure what you mean by 6 account greetings, but you can use the VMIB with the Night / Weekend switch.
From Attendant Handset, PGM 06, then choose a recording number to use. A VMIB lets a user record on messages 000 to 070. Messages 071 to 100 are system prompts.

For the sake of an example:
Record the Weekend greeting you want callers to hear on VMIB Msg 010. "Thanks for calling, we are open Mon-Fri 09:00~17:00"
In PGM 144, Point the Weekend Answering point to VMIB 10. If you wanted the line to drop automatically after that, Choose VMIB Drop. If this is done from the Handset, pressing a # when entering VMIB 10 will change to VMIB Drop. Should look like "VMIB MSG (00-70) : 10 (#)"
Whenever the phone is in Weekend mode, that greeting would play.

You can use the Weekly Time Table in PGM 233, Table 0, to assign the times that the system should automatically switch between Day, Night, Lunch and Weekend Modes.
If you wanted the Day Mode to start at 09:00 and finish at 17:00, and weekend mode, this is what the table should look like

Table 0: MON (Same for TUE, WED, THU)
D: 09:00 , N: 17:00, W --:--

Table 0: FRI
D: 09:00, N: --:--, W 17:00

Table 0: SAT (And SUN)
D: --:--, N --:--, W 00:00


Hope this helps more,
Angel

 

[barbs706]

Yes that is perfect thank you. There are 4 of us in the office and we use a rota for each weekend. For example:

Monday to Friday: "There is no one in the office at present, if your requirement is urgent please call (then a list of our personal contact numbers) If your requirement is not urgent, please leave a message

Saturday to Sunday: : (Personal greeting recorded by each person) "There is no one in the office at present. If your requirement is urgent, please call (persons name) on (our work mobile number). If your requirment is not urgent, please leave a message

So we only want to record 5 greetings. 4 for the weekend rota, and 1 for weekdays. From what I now understand, the VOIB will do this perfectly?

But in regards to our LDK-20, if we did switch to ISDN, is it easy to setup?
I have added a few pictures of our LDK-20 below. Has ours got the relevant ISDN card? We will be getting a single ISDN2 line with just 2 channels
Sorry about the pictures, there are wires everywere!

 

[2311angel]

It looks better than my system! Mine is chaos!
LCO 5/6 and LCO 7/8 - PSTN lines

BRI1 and BRI 2 are your ISDN lines there, but I am not familiar with setting up the ISDN lines Sorry I can't be too much help.

I'll have a think and post back as to how you could have the VMIB setup you want.
I do not think the VOIB can do anything regarding the VM functions

 

[2311angel]

The Monday to Friday greeting is possible, but I am afraid I don't think you can do your weekend greeting the way you want to.

Here is the setup for your Monday-Friday Greeting.

Hunt Group - PGM 190 / 191
Establish a hunt group with these parameters: (Group 620 for this example)
Group 620, Pick-up ON, Type: RING GROUP
Add all relevant stations

PGM 191
Overflow Destination: Group Mail Box.
Overflow timer: 30 seconds (Or whatever time you want the caller to wait before reaching VoiceMail)
If you have Caller ID and the CPCU card installed on the lines, TURN OFF Queue Count to show Caller ID on the display

End PGM 190 / 191
Establish a timetable like the one I showed you previously in PGM 233
Re-route calls coming in on DAY Ring in PGM 144 to Hunt 620.


From any handset in the Group you just established - PGM 68, 620 and record the greeting "There is no one in the office at present, if your requirement is urgent please call <list of personal contact numbers> If your requirement is not urgent, please leave a message" and hang up.
On an available FLEX Key, program "PGM 88 620" to have a key direct to Group Mailbox.

If you require a video showing you what I mean, I am happy to create you one.

 

[barbs706]

Yeah sorry I didn't mean VOIB, I meant VMIB!

Ok good so we will not need to buy an ISDN line card (STIB1 I think they are called)

Is this the correct card I will need for the voice mail features -

http://www.ebay.co.uk/itm/LG-IP-LDK...81?pt=LH_DefaultDomain_3&hash=item35db550b0d#

I will have to have a good route through the manual regarding the ISDN setting up. Can't be that hard, right?

 

[2311angel]

Yes, that is a VMIBE. A VMIBE has a little more recording time and 3 ports available, over the 2 that the VMIB offers, however they behave and are programmed the same

I'll create you a video and link it here when it is done, in maybe the next 24 hours or so

 

[barbs706]

Ok great, thanks.

So is it possible to have just one greeting for weekdays, and one for weekends? If not I think I will give the VMIBe a miss and just buy a stand alone answer machine capable of multiple greetings.

Thanks 2311angel

 

[2311angel]

Short of reprogramming the system each weekend to accomodate where you need to the call to go to who's desk on the weekend, I do not think you can create what you want with 4 weekend greetings, unless they came in on different lines, which would require you to have a different number for a different line.

EG:
On the Weekend,
Line 1 -> Sta 100
Line 2 -> Sta 104
Line 3 -> Sta 105

Etc..
The above would be possible, but at a lot of messing about with the telephone company.


Answer machine would probably be best to go on an SLT extension configured by a Hunt group - but as I use the VMIB for my inbound calls, I have no idea whether that would work for you or not.

Feel free to ask any other questions and I will see what I can do to help you

 

[barbs706]

Sorry I should of explained our system a bit more. We do not have dedicated numbers to each of our desks. It is a very basic setup we have, but it works for us.
When we receive an incoming call, all of our phones ring and who ever answers the phone first, takes the call. We then transfer it to whoever we need to using the relevant flex key. None of us have a direct line to our desk, nor can customers ring with extension numbers etc.

At the end of the day, we have a rather old answer machine (that takes tapes) which we enable. I think it picks up the line after 3 or so rings. This simply gives a list of our names, and our personal home telephone numbers.

At weekends, we put our own tape in the machine, depending who is on call that weekend. These tapes simply says who is on call, and our company mobile number if they would like to contact who ever is on call.

We wanted to do away with the old answer machine and try and combine it with the LDK, as the tapes are extremely hard to get hold of.
So nothing gets diverted or anything. Pretty stone age way of doing it but it is handy for us. For example, if a customer wants to ask us a stupid question and it is a Sunday, instead of getting automatic transferred etc they simply get a greeting saying contact the mobile etc. This is handy because it puts off some customers and they think "ahh I will just wait until Monday"

I don't know if that changes anything, but that is our setup!

 

[2311angel]

Okay - give me some time and I will see what I can think up for you.

 

[barbs706]

Thanks very much 2311angel

 

[2311angel]

Hey barbs, I made a video outlining the day ring I proposed to you that you could set up with a VMIB.
Using Software 3.9 / C.9, you could use the Hunt Group settings to configure yourself a ring group with a VMIB greeting, however you would need to re-record it each weekend there is a new person on there. It can be done from any extension WITHIN the hunt group you want to record by dialing PGM 68
For example: Stations 100-110 are in Group 620. The user on Station 111 can't record a greeting for Group 620 because is not in the hunt group, where Station 109 could.


Here is the video:
It is uploaded at 1830 hours AEST (+10 GMT)[0830 hours UTC / UK Time] and is 11 minutes long, 0.94 GBytes in size (Yay 720p!)
Give it about half to an hour to process and then have a watch. I hope it helps you in some way.

https://www.youtube.com/watch?v=UcioGIDCNos

 

[2311angel]

Any luck with what you wanted to do ?

 

[barbs706]

Sorry for the late reply but I have been on holiday.

We are going to get a whole new phone system and go back to ISDN lines..... Again!
Our broadband just isnt reliable enough to handle SIP trunks. It seems that if the modem looses sync for a split second, it throws the LDK-20 off and it does not auto connect back up.
The system we are upgrading to is a Avaya IP Office Essential Digital Telephone System. Hopefully this and the ISDN lines will be alot more reliable.


Thanks to everyone for all your help though!

 

[barbs706]

Guys, another issue has risen. When we receive a call from an external source (ie. mobile phone) we are unable to hold the call. When you press hold/save, it does nothing. Also when you transfer the call to another station, it does not hold either. So the customer for example can here you say "joe bloggs is on the phone, do you want to speak to them"

Can anyone help?

 

[2311angel]

Can you try parking the calls? See if you can use a parking bin?
Check PGM 106-107 for your parking bin numbers.

To use: Transfer, dial parking bin (eg: 601) and hang up.
Dial bin to resume call

 

[barbs706]

It says call parked at 601. It seems to be muted one way. I can hear myself still on the mobile, but I cannot hear myself on the land line phone.
When I hang up and pick up again, without pressing anything, the mobile can still hear the land line, even though the land line has a dial tone.

 

[2311angel]

That is VERY strange. I have no idea what to suggest about that. Is there supposed to be music playing on hold ?

 

[barbs706]

Yes music does normally play. It plays when you hold an outgoing call, but you just cannot do anything with an incoming call!