Norstar 6.1 SWCA

[km2601]

I have a customer on a PRI 23 channels. All 4 reception phones have 6 SWCA keys programmed as call 1 thru Call 6. One of the call buttons gets stuck and lit up. Comes up as "call 2 in use" The only way to get rid of it is to reboot the system.
Anyone happen to have seen this before?

Thanks
km2601

 

[Multimedium]

Here is a quick review of how SWCA keys work:
[ul]
[li]When the indicator is not lit, no call is associated with the SWCA key.[/li]
[li]When the indicator flashes, a call has been associated with the SWCA key and is available to be picked up. The call is actually parked.[/li]
[li]When the indicator is lit, a call has been associated with the SWCA key and has been picked up. This is why you see a "Call in use" message on the display.[/li]
[/ul]

In that last case, there are many ways the call could have been handled. Here are a few examples:
[ul]
[li]The call has been picked up at a set and is still active at that set.[/li]
[li]The call has been picked up at a set and has been put on hold at that set.[/li]
[li]The call has been picked up at a set and has been put on exclusive hold at that set.[/li]
[li]The call has been picked up at a set and has been camped on another set.[/li]
[li]The call has been picked up at a set and has been transferred to another set.[/li]
[li]The call has been picked up at a set and has been transferred externally or forwarded externally.[/li]
[/ul]

In any case, the call has not been disconnected: the call is still active on your system and the line (or the PRI channel) is still in use on your system. When you reboot the system, you release all the calls. This is why a reboot clears the problem.

If it happens again, first see if there is a set that is busy on a call. Then, see if there is a call on hold at a set. Finally, see if there are other calls active on your system (external transfer and external forward require two lines or two PRI channels).

To monitor the status of the sets on your system, you can use Internal Autodials. You can also use the Port/DN Status utility under the Maintenance heading in programming. To monitor the status of PRI channels, you can use the Link Status utility under the Maintenance heading in programming.