MICS 6.1 & CallPilot 100 auto answer woes

[mattopia]

Hello group,

I have a customer with a MICS 0x32 recently upgraded to DR6.1. I also added a CallPilot 100. Originally they wanted the CP100 CCR to answer on zero rings, and all was well. Recently they've decided to allow the staff four rings to answer before CP answers. I F983's and set the AA rings to 4 for each line, but the CP now answers on only two rings. I've gone through every DN under Terminals & Sets, and all Forward Busy's are off, and the only Forward No Answer's I have are set to six rings. I've tried playing with other settings, such as changing prime extensions and DRT to prime settings, to no avail.

The only "weird" thing I'm doing is emulating hunt groups with the 63x extensions, since hunt groups act very strange with the menber DN's have line appearances. This solution has worked fine. I've checked all of these 63x DN's and verified that there are no forward busy or forward no answer settings that could interfere.

Any help is appreciated. Thanks!!

 

[senk1s]

didnt get the problem quite but ...
why do you need a hunt group and line as well?

did u try changing the number of rings to answer? - is it always 2 irrespective of what you specify?

 

[mattopia]

i need the hunt group and line appearances because this particular customer has been doing things "their way" for ten years before integrating voicemail/auto attendant. their receptionists page "joe, line one", so every phone needs to have the line apperances. i've tried to get them to switch to using call parking, but they won't. so, alas, they need line appearances on all sets.

yes, i've gone into callpilot config (F983), AA, Lines, and set Rings to 4 on all incoming lines. I've tried varying that number, but it always answers after 2 rings, or even shorter sometimes. There are no forward/no answer or forward/busy settings on any DN, other than a few that are set to go to callpilot after 6 rings (to make sure that it's higher than the inbound answering, to prevent the "calls routed to random people's voicemail" problems)

 

[bkrike]

and you are sure that the prime set of the CO lines is not the call pilot? Have you tried clearing the prime set of the lines just to make sure? And of course a reboot...

And no ringing services are in effect?

Are these regular POTS copper lines?

 

[mattopia]

I've tried both clearing the prime set for all lines, and setting the prime set to one of the receptionist phones. Neither worked, so I switched back to clearing prime on all CO lines. There are no ringing services in effect. Yes, they are standard copper lines terminating into 4-port cards.

Actually, I have not yet tried rebooting the CP or the MICS. I'll have them try rebooting both on Monday.

 

[achuchman]

The reboot may do you a world of good. I have noticed that on my CICS if I make a major change regarding line appearences or prime sets, I need to reboot the system before all will work correctly.

I also think the Appear on your sets may pose a problem. I have a CP100 that picks up after 4 rings (and a hunt group on the system to boot), and do not have any problems.

Several extensions forward after 4 rings, butI believe I have no problem because none of the phones on the system have line appearence.

 

[mattopia]

I'll try the reboot and cross my fingers. I've told them several times that they should loose the line appearances, but it sounds "too complicated" to them, and their staff is already complaining about having to learn how to do things like transfer calls.

 

[luv2ski]

the hunt group was designed to flow as programmed in HG when you leave the line assignments on sets with a hunt group you waste the design intent of HG...the HG will now follow the set not the HG programming"plus i would imagine a host of other problems"...reboot is not an answer its the programming on norstar...if customer wants a 1a2 like system then give them the 1a2 system its not a mix and match at this level of software...when you prog HG to overfloww to itself it will loop forever untill answered..as long as lines ARE NOT ASSIGNED to sets

ski season has started

 

[Arr]

Can you better describe how you are achieving the 'emulation' of hunt groups with 63x extentions?

luv2ski is on track here but I'm not sure any of us understand what you've done on the emulation.

PhM



VVV

 

[mattopia]

i don't know that the emulation is causing the problems with the CP answering on 2 rings.

basically i've configured ccr to transfer option 1 to extension 637, option 2 to 638, etc. I've then assigned these 63x extensions as answer DN's on each phone that should ring when that option is pressed. it seems to work brilliantly even with line appearances on those phones.

none of the 63x DN's have any call forward or busy transfer settings, so i don't see how this is could be causing CP to answer on 2 rings instead of 4?

 

[Arr]

OK.

Are you running XC software? If not, try making the answer DNs within the activation range of the non XC software and within the expansion of the KSU. Also, have you removed line appearances from these 63x DNs and Call Pilot DNs? By default DNs get line one and two. Fast Rads if installed are also subject to this issue.

PhM

VVV

 

[mattopia]

No fastrad's, and I've verified no line appearances on the 63x DN's or the two CP ports. System is running non-XC software, but I'm not sure what you are referring to by the activation range of non-XP software

 

[MarvO1]

""need the hunt group and line appearances because this particular customer has been doing things "their way" for ten years before integrating voicemail/auto attendant. their receptionists page "joe, line one",""

So, fake them out. Take the line appearances off and replace them with SWCA KEYS, but keep them labeled as line keys. Receptionist just parks the caller onto SWCA 1, then pages
"joe, line one"

MarvO said it

 

[fromill]

I set up a system like MarvO said at one of our offices and they seem satisfied. They wanted to put a call on hold on one phone and turn around to the desk behind them and pick it back up on another phone. They could see the "line" flashing on the other phone and know whick button to press.

 

[Arr]

Mattopia,

What I'm trying to get at is this. I think you are using DNs normally reserved for Companion (637 to 696). You are using non XC software. Try replacing your emulated hunt group DNs with a lower DN range .. such as 4xx. It may be possible that the 6xx DNs are not working properly because they are looking for something only XC gives.

PhM



VVV