legend 6.0 ext ringing once 1

[phreak23]

I have a client with a legend 6.0, MLM 007 split into two companies each with their own AA.
Ext 27 is the operator of the nursing home which uses AA1.
Ext 10 is the operator of the parent comany which uses AA2.
Both are set to go to the AA during the day without ringing the extensions, however both will get a "one ring and nothing several times a day."
Ext. 27 will ge the one ring, but will also get calls with no one on the other end several times a day. She said that those come in on the SA buttons. They dont have caller ID, and the display says no caller ID.

Here is how it is set up.
A DIRECT GROUP CALLING INFORMATION


A Group # : 770 Group Type : IntegrtdVMI
A Call Distribution Type : LINEAR

A PryAnn No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 1
A Overflow Threshold (Time): 0
A Prompt Based Overflow Option: No
A Overflow to DGC group # :

A Group Coverage : 30

A Member No. EXT # LABEL
A 1 54 MAIL1
A 2 55 MAIL2
A 3 56 MAIL2
A 4 57 MAIL4
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

A LINES : 804 805
A DIRECT GROUP CALLING INFORMATION


A Group # : 771 Group Type : AutoLogin
A Call Distribution Type : CIRCULAR

A PryAnn No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 1
A Overflow Threshold (Time): 0
A Prompt Based Overflow Option: No
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

A LINES : 801 802 803
A DIRECT GROUP CALLING INFORMATION


A Group # : 775 Group Type : AutoLogout
A Call Distribution Type : CIRCULAR

A PryAnn No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 99
A Overflow Threshold (Time): 25
A Prompt Based Overflow Option: No
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

A LINES :
A DIRECT GROUP CALLING INFORMATION


A Group # : 790 Group Type : AutoLogin
A Call Distribution Type : CIRCULAR

A PryAnn No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 99
A Overflow Threshold (Time): 25
A Prompt Based Overflow Option: No
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

-------------------------------------------
A NIGHT SERVICE INFORMATION



A OPERATOR 10 DGCG #: 775
A STNS : 10 25 32 33 39 28 26 14
A 40 60
A LINES : 804 805

A OPERATOR 27 DGCG #: 770
A STNS : 27
A LINES : 801 802 803

A Password :

A Current Day : OFF

A Turn off at: Turn on at:
A Sunday : :
A Monday : :
A Tuesday : :
A Wednesday : :
A Thursday : :
A Friday : :
A Saturday : :

A Emergency Allowed List:
A 0)
A 1)
A 2)
A 3)
A 4)
A 5)
A 6)
A 7)
A 8)
A 9)

A NS Excluded STNS:
A
---------------------------------------------
A SYSTEM INFORMATION


A Current Date: 06/04/07
A Current Time: 13:31:04

A System : Mode AutoMaintBusy AutoBusyTie
A : Key Disable Disable

A Language: SystemLang SMDR Printer
A English English English

A CTI Links :
A Direct Line Operators : 10 27
A Queued Call Operators :
A SysProg Port : 32 Password : XXXXXX

A Transfer : Type Audible OneTouch(Complete) ReturnTimer
A : Ring MusicOnHold Transfer(Auto) 9 rings

A VMS Transfer Return Interval : 9
A Paging System Lines : 816
A Music On Hold Line : 815
A Camp On Time : 90 sec
A Call Park Return Time : 180 sec
A Auto Callback Rings : 3
A Extension Status (ESS) : Group Call / CMS
A ESS Operators : 27

A SMDR: Min.CallTime CallReport Format
A : 40 sec In/Out Basic

A Intercom Dial Tone : Inside
A Reminder Service Cancel : :

A Behind Switch Code : Drop Transfer Conference
A :

A Inter-digit Timers (seconds) : 5 24 24 10 10 10 10 5 5
A Recall Timer : 450 msec
A Second Dial-tone Timer : 0 msec
A Rotary Line Cut Through : Delay
A Unassigned Extension : 27

A Automatic Backup : Weekly - 02:00 Sunday

A T1/PRI/BRI Clock Synchronization:
A Primary Secondary Tertiary
A

A Slot # 1: 408 GLM-U
A Slot # 2: 400 GS/LS/TTR
A Slot # 3: 008 OPT
A Slot # 4: 008 OPT
A Slot # 5: 012
A Slot # 6: 800 GS/LS
A Slot # 7: 012
A Slot # 8: 012
A Slot # 9: 008 MLX
A Slot # 10: Not Used
A Slot # 11: Not Used
A Slot # 12: Not Used
A Slot # 13: Not Used
A Slot # 14: Not Used
A Slot # 15: Not Used
A Slot # 16: Not Used
A Slot # 17: Not Used

-------------------------------------------------------

I hope you can help with this one.

 

[tdaugirdas]

Some of the overflow groups are the wrong group type (they should be autologout). Which group is for AA1 and which is for AA2. Are respective AA mailboxes setup for each? How is this supposed to work? Are the calls supposed to ring at each respective operator position for x seconds and then flow to the AA? If so - this is not setup correctly.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

AA1 goes to group 770 and AA2 goes to 775.
At this point the AA is supposed to pick up without it ringing to the operators at all.
By respective AA mailboxes, are you referring to the users mailboxes? If so yes. I've made sure everyone who is supposed to have one does, and deleted all old mailboxes.

The way it is supposed to work is lines 801, 802, 803 ring directly to AA1. 804 and 805 go directly to AA2. 806 is a fax that goes directly to a fax and 807 is a personal line.
27 is the operator for AA1 and 10 is the operator for AA2. They should only get calls if someone dials them directly.

Just out of curiosity, what are the ramifications if autologout is not set correctly?

 

[tdaugirdas]

OK - several issues. The flow of calls to AA1 is setup incorrectly to go right to the autoattendant. You have lines 804 and 805 attached to 770. Remove those and put lines 801 thru 803 there. 801 thru 803 are currently attached to Group 771 (so you need to remove them from 771 first - before you can attach them to 770).

Calling Group 775 - goes nowhere - because the lines that should be attached there - are actually currently attached to Calling Group 770. If you want 775 to flow to voicemail autoattendant 2 - you need to check two things. First - did you setup a type 16 mailbox for ext 775 in voicemail admin? If not - you need to. I am not sure why calling group 771 even exists as an overflow group. I would delete the overflow of that group to 770. You may already have an type 16 mailbox in voicemail admin for ext 771. If so - go into voicemail admin and delete it. Then - attach lines 804 and 05 to 775. You also need to change the time-based overflow of 775 to 770 - to 1 second. Right now it is set at 25 seconds. You can try 0 seconds - but sometimes it won't work - so I use 1 second. Lastly, you need to program all lines to either "delayed ring" or "no ring" at each operator phone to get rid of that initial partial ring. I bet the lines on both operator phones are set to immediate ring.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

I did everything you suggested, I'll let you know how it works out.

 

[TouchToneTommy]

I gotta ask - WHY?

Why fiddle around with different calling groups, overflow, and auto attendant mailboxes?

If you want the lines answered immediately by their respective auto attendants, you're making things unnecessarily complicated.

Assign all the lines to 770 (the voice mail calling group), and specify the lines 804 and 805 to AA-2 in AA-2's line options. Anything NOT assigned to an AA gets answered by AA-1.

Set the Operators to Delayed Ring, so they don't get the 1/2 ring before the AA answers, but get full rings if all the ports are busy to accept calls.

 

[phreak23]

I made the changes but the problem still exists. Maybe the problem isn't in the VM.
What is happening is this...
Ext 27 is ringing in on the lines 801, 802, 803 and no one is there. She also has calls transfered from the VM ports and no one is there. I witnessed this 3 times in 15 minutes yesterday. The problem seems to be localized to her, but only because no one else has complained so far.

 

[tdaugirdas]

Is reliable disconnect set to "yes"? (under lines/trunks,TT/LS Disc, LS Discconnect. If not - do so - you are probably getting transferred calls from the voicemail - that have timed out or already hung-up.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

I checked and they are set to reliable disconnect.

 

[tdaugirdas]

I would call the Telco - and see if they can tweak the voltage drop a bit - on a disconnect for lines 801 thru 803. My guess is you are getting VM transfers for callers who have already hung up - and the system has not had a strong enough "disconnect" voltage drop from the Telco - to recognize that the call has been dropped - so the VM is transfering a "dead"/"dropped" call.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

Thinking about it all, that makes sense. I'm going to see if I can get them to tweak it a little.

 

[phreak23]

Bellsouth, of course, says everything with the lines is fine. One of the numbers, which doesn't even go to either AA has a "marginal balance". They are going to try to track that down this afternoon.

Any other ideas?

 

[tdaugirdas]

Well - I would be very specific in asking that the voltage drop to signal a disconnect - be increased. They may be unwilling and.or unable to do so. There is an expensive solution - but it requires buying a device (per line) to provide a reliable disconnect signal. Your other option would be to change your phone lines to "ground start" vs "loop start" - but you would looe incomming caller ID.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

Phreak23,

Does the same phantom call condition happen on 804 & 805?

You can test the disconnect supervision by calling the lines from one of the other lines and putting it on HOLD, answering the ringing line and put it on HOLD. Then hangup the line that you used to call that line and see how long it takes to "dump" the line on HOLD.

If you are handy with a VOM or equivalent meter, you can measure the voltage across the TIP & RING of the line under test and observe the voltage changes pertaining to status of the line.

There is always the possiblity that one or more of the line ports are defective on the module. This can be sorted out once you establish that the proper disconnect supervision exists. It looks like you have ample unused line ports available from the post above.

Don't forget to check the Error Log. That can be telling also.

....JIM....

 

[phreak23]

The customer has given me more information. It turns out that the VM ports are calling ext 11. They will ring once and that is it. It is not localized to any one VM ext.

 

[tdaugirdas]

Not sure what you mean by the voicemail ports are calling ext 11? Is that what the VM is programmed to do (under dial zero/time-out)?? - or is that the extention# the "Call Answer Service Operator" is set to in VM system parameters??

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

what happens is several times though out the day, ext 11 will ring one time. The display says MERMAIL1, MERMAIL2, MERMAIL3, or MERMAIL4. If she tries to grab it, there is no one there.

The call answer service operator is set to 768, which is not a valid extension. However, I dont know why it's like that, i didn't program it.

It's a MLM007.

 

[tdaugirdas]

I would set the "Call Answer Service Operator" to a valid extention - with a mailbox - so that the calls don't ring forever at the operator phone. Ext 768 will not cover to voicemail - it will just ring and ring - until the caller hangs up (in frustration).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[phreak23]

The "Call Answer Service Operator" covers all Auto Attendants right? I figured they sent it off into space since neither company using the VM were claiming it. The "workers" there would just assume the phones never rang. They hate work.

 

[tdaugirdas]

Well 768 does not just go off into space - it rings at the lowest logical extention in the system - which is usually the operator's phone - but even if the operator phone has a mailbox - the calls directed to 768 will never get there. The advantage of making the Call Answer Svc Operator a real extention (like the operator's "real" extention number) - is that it will ring at the operator phone and then cover to voicemail if not answered - rather than just continue to ring and ring.

Tom Daugirdas,
President
STCG, Inc.
stcg.com