Lines Go on Hold

[Anjinsan5]

I have an odd ball set of things happening.

We use the Lucent Partner II (two 5-card boxes in serial)

The problem is this: It used to be that when you lifted the hanset you would automatically get an outside line (that part is still true) If at that time you wanted to dial an internal extension (or check voicemail) you would press the intercom button and the outsid line would be released and you would transfer to the internal system. Now what happens is that the external line rather than being released is being put on hold (most of the time the user is not even aware of this) the user then makes their internal call and hangs up the the external line remains on Hold.

I am ending up with a lot of lines being tied up by vacant lines being left on hold.

Is this a programming thing that I can fix??

Called my phone repair people (they were out to do a repair about the same time this started happening) and they say it is not anything that they could have done.

I called my phone service provider (fractional T1) {we changed providers around the same time this started happening) and they tell me that it is nothing that they could have done... big surprise!!

I could really use an expert hand here to guide me in the right direction to get this thing fixed.

Thanks

Matt

 

[TouchToneTommy]

It's probably been happening all along, but when you had copper dial tones, the hold would automatically release after a number of seconds of not dialing. The Partner will drop the call when it sees a momentary open if loop current that the Central Office sends.

The fractional T1 (channel bank here?) is probably not sending an open loop disconnect. Maybe it can be set to do that.

Instruct your users to be sure and press Intercom before pressing an inside auto dial button, or the system will assume that they are trying to perform a transfer of the line that the system has auto line selected.

OR, change the ALS to be Intercom First, and force your users to select a line or dial 9 for the outside lines.

 

[hbiss]

Right. If you pick up the handset and then press a programmed intercom auto dial button or one programmed for voice mail (I-777) you will transfer that outside line to that extension or to voice mail. The transferred extension will ring then go to its mail box if it has one. When it does the line will no longer be on hold.

Is that what you are doing or are you actually pressing one of the two intercom buttons? In that case the outside line will be released (as you said) and you will get intercom dial tone regardless of whether or not you picked up the handset.

Sounds like that's what you are saying and you could have a problem. Hopefully I'm wrong.

-Hal

 

[itpphoneguy]

Hi Matt,
TTT is right here. This is normal behaviour for a Partner system. From Partner Plus to ACS, they all do that. Your interconnect is not at fault, nor is your line carrier. It's just that you have to start using the system properly now. Either that, or program autoline select for everyone as intercom first, "9" for an outside line. Just like a PBX.
-Chris