NEAX2000 Put caller on hold, can't do anything else

[bsols]

We have one of our two NEAX2000 systems doing the following:

If a caller is placed on hold, stations can't make a second call. If they call a local/LD outside number, they get a Verizon message. If they dial an internal or remote extension, they get a fast-busy. I've gone through the system features under CM08/09 to look for differences between the two systems (second/remote NEAX2000 works fine) but cannot find any discrepancies that would impact. My next thought is to start going through dial plans and trunks, however I can see this could take a long time and I'm hoping there's a shortcut out there to the areas I need to search.

 

[pave35]

Can they make the call from the virtual with the prime idle?

 

[bsols]

Absolutely. This action only occurs after a call has been put on hold from the prime line.

 

[pave35]

The reverse of this is 08>268 in that when the Prime is busy the subline cannot be called. I've never heard of not being able to make a call though. Start digging. Like to know what causes it. I'd put money on something in CM 08. Go through it again and whenever you see a 0 check that bit in the Command Manual to see if it is valid.
You could also use MATWorx to do a list up of CM 15 and again check for 0's and go back to the Command Manual for reference.
CM 12 and 13 also while your at it. Most items should be a 1. Compare back to the command manual again.

 

[bsols]

Will do, hadn't dug around outside of 08 too much yet and I will go through them again.

 

[bsols]

I found something - CM08>163 is set to 0. In reading the command details, I think I'm barking up the wrong tree but I'm getting further stumped. I also found 102-103 to be set to 0, but 90% of the phones are multi-line (dterm iseries 16). I pounded my way through CM15XX and found only one case where there was a 0 set (1500>10-0) and I don't think forward-all would have any effect on this. Going to dig a little more into LCR and station restrictions tomorrow.

 

[bsols]

Figured it out - there are no virtual lines assigned to any of the phones on this system. The one difference between the two systems I've been comparing is that the one that's working has a telco T1, the other has Centrex lines. The system with Centrex lines has trunks assigned to each phone depending upon department, but no virtual lines for making multiple calls. Feel kinda dumb for not figuring this out earlier. Thanks for the help!

 

[pave35]

Ah Ha. The ole thought a trunk appearance was a virtual appearance trick.

 

[bsols]

that'd be one newbie mistake I won't make again! And thanks again Pave.