NEAX 2000 Dterm series i phone doesn't answer

[ml22]

Good morning.

I have a Dterm series I phone connected to a NEAX 2000 IPS PBX that is no longer accepting calls. When you call the number, you hear a message stating "the person you are trying to reach is not accepting calls at this time. Please try again later". I thought that DND may have been turned on the phone, but when I instructed the user to turn it off by pressing the Speaker key then "8", I still hear that message when I called again. (I'm not sure if that's the correct code or not (found it while researching the Internet), or whether there is some other problem.)

Of course I have no formal training on this system, so any help would be greatly appreciated.

Thank-you very much.

 

[bwc58]

Try #8 instead of speaker 8

 

[ml22]

I had the user try this and it didn't work. Any ideas on what else it might be?

Thanks for your help.

 

[peporter]

When you call that extension (ext A) from another Dterm phone (Ext B), what do you see in the display of Ext B??? Does it say DND or Does it say something else like CF ALL??

Phillip E. Porter
Senior Systems Engineer
Telecommunication Solutions Group, Inc. (TSG)

 

[OzzieGeorge]

Well as the ips has no voice guides unlike the Alcatel. I would suspect this is coming from a mobile network. Cancel all call forwards and try again! There is a faint chance that this ia a voice mail function but it doesn't sound like it!

 

[baldwincl]

Is the Voice "Sandy Simmons" (the same voice as on your NEC VM) or someone else? You can also try just calling the extension and if that call is also blocked they are probably on DND or CFA.

 

[OzzieGeorge]

I should have pointed you to the FAQs as there is one there to instruct you on how to find the feature codes on your system! Follow the button at the top of the page!

 

[ml22]

Hi. Just heard back from my POC (I'm working this problem remotely.)

She dialed the problem extension from her phone and heard the same message I heard, i.e. "the person you are trying to reach is not accepting calls at this time. Please try again later". Nothing else except the date and time displayed on her phone when she called. I checked, and the voice is not the same as the one on their voice mail.

Any other ideas??? Thanks.

 

[peporter]

Yea again, sounds like it is forwarding to another voice system, onsite or offsite. On the IPS default programming, if your system is set for default. The code to cancel Call forward in #5. From the phone with the issue, get dialtone and dial #5 and see if that works. If not you need to get into programming in command 20 and look for a code with a Data Setting of A011 next to the access code. While your in programming look for DND cancel code setting data A023 and see what access code it uses and try that also. You can send calls to voice system when your phone is placed in DND also.
If you don't know how to get into MAT or CAT mode and program. someone with help you with that also, I am sure.


Phillip E. Porter
Senior Systems Engineer
Telecommunication Solutions Group, Inc. (TSG)

 

[ml22]

Well folks, I've solved the problem.

I took a look at the info in the FAQ section and determined that our system does not provide features codes (at least that's what I think it means) because when I used MOC command 200 I got "200>0:NONE". So I decided that whatever was preventing calls to this extension must have been programmed in the PBX rather than the user doing it on their phone. I queried on the extension number and saw that features such as DND were not provided. I then took a look at my rudimentary list of basic commands and saw command code E600 (Forward All). (I don't have one for DND, so I decided to try this one.) I entered the extension number and got something like this (I didn't write it down) E600>xxxx:9-. I don't know what that means, so I checked another working extension and that one said "xxxx:NONE" so I knew something was wrong. I cleared Call Forwarding All using "ccc" and, lo and behold, it now works. (Sigh....)

Forgive me for not doing this before I posted this problem, but I am the only one who works on this PBX and I KNOW I didn't program anything like this. I am a complete novice on this system (trust me).

In any case, many thanks to those who responded. This site is the absolute best and has saved me many times either by providing the solution or pointing me in the right direction. Thanks, again!

 

[peporter]

No you did excellent. Call forward access code does the same as your E600 command. That is what it sounded like to me.


Phillip E. Porter
Senior Systems Engineer
Telecommunication Solutions Group, Inc. (TSG)

 

[belevedere]

CMD E600>xxxx>9- = this is the trunk access code to dial out of the system. If you pressed the DE key you would see the rest of the phone number. This station user did a call forward all to an outside phone number.

 

[ml22]

Thanks very much for that information. Appreciate everyone's interest and help.

 

[OzzieGeorge]

Do the E600 command again and when you get the 9- enter CCC exe and that will cancel the call forward and all will be back to normal.