neax 2000 ips matworx phone system small issue

[OceanJeff40]

My co-worker is trying to troubleshoot a small problem with an extension in our phone system.

The problem is that incoming calls from the outside are blocked with a busy signal, all other calls are fine (from inhouse extensions).

She has been working on this for over 3 days now, and I was just googling and found this forum.
If anyone has any helpful suggestions/feedback/troubleshooting advice, that would be awesome. She is quite skilled at troubleshooting, and has transferred the extension in question to our phone in the office where we work, and I'm sure she's tried quite a lot of things, as I have watched her from time to time, and in between calls (I'm a help desk tech as well).

This is the only extension that is affected, and it happened, just after we moved our CEO (it's his line....lucky us) to his new office, just about 20 meters from his old office, to make way for a new location for our gift shop.

I work Pacific Time 8am to 4pm, Friday through Tuesday.

Regards, and thanks in advance,
Jeff C

 

[OzzieGeorge]

Have you checked Cmd 76 this is where incoming numbers are translated if the indial range does not match the internal numbering plan. What do you dial internally and what are the last 3/4 digits of the outside number.

Do you have a command manual to allow you to follow the commands properly as Cmd 76 consists of 7600, 7601 & 7602. How did you move the phone?

If you moved it in software, also check Cmd 1212 and 1213 for outgoing CLI

 

[OceanJeff40]

Thanks for your response, I will pass this information on to her, and throw her a link to this thread. I have been looking over her shoulder from time and time, and I think the manual she was looking at had something similar to this in it......
Jeff

 

[OceanJeff40]

Yes, and to answer your question about how we moved the phone.....

We physically toned the line, and re-patched it to match the wallplate at the new location. Nothing in software was changed.

We have a new 'secretary' that works in the admin office where the phone was moved to, and all the phones in that area have been moved in similar fashion, toning and moving the lines at our patch panel.

The secretary was having difficulty transferring calls to the CEO, as the phone calls for him show on her extension. We recognized the full extent of the problem when we started to troubleshoot the transferring of calls (they weren't able to go through).

I believe my co-worker was telling me that somehow the transfer of calls, might have locked up the system for that extension.

Anyways, thanks again.

Jeff

 

[belevedere]

Are the extensions part of a DID number range? If so are the incoming numbers being translated to the extension number? Was the system placed in the night mode by accident? If there are DID number translations are the tables completed for both day and night for this extension?
Usually when there is no explanation for an issue a system reset is performed. Always back up your system to flash ROM (EC6)and get a back up to file before a reset. MATWorX gives you the option to do a flash ROM back up when you disconnect.