Norstar External Incoming Call Forwarding on Busy when it should not

[jmunsey]

Thought I would try this Forum for this Norstar issue.

Have a Nortstar MICS, Call Pilot 150, PRI interface

High Level Description
External calls land on extension 107
Extension 107 is busy (on another conversation)
External calls routes to extension 110

There are 3 extensions (107, 100, 109) that all do the same thing, that is, roll to extension 110.

Under Capabilities, I checked the following:

FWD No ASWR: 199 (Voice Mail)
FWN on Busy: None
DND on Busy: N

Any ideas on how and why this is happening?

Thanks,
Jeff

 

[Multimedium]

Are extensions 107, 100 and 109 members of a hung group that overflows to extension 110 ?

 

[Multimedium]

Is extension 110 the prime set for the target line?

 

[jmunsey]

I have not personally setup any Hunt groups on this system. However, I looked at a couple of the hunt groups, and there are no member DNs. So, I am assuming that this issue is not related to Hunt Groups. If someone knows of something else I should look at related to Hunt Groups, let me know.

 

[curlycord]

Go to Lines/Target and see what is set for when Busy.



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curlycord

http://www.curlycord.com

 

[jmunsey]

I went to one of the extensions (100).

It is setup as IF BUSY: Go To PRIME and PRIMESET: 100

The same is true for extension 109.

I am not sure what the line is for the third extension (and perhaps it is not setup if that is even possible), as the extension was created after the initial install of the PRI service.

 

[hawks]

Take a look at what curly said, you looked at extension. go into line programming and look at the lines prime set and what to do if busy.

 

[curlycord]

You went to ext 100 and 109 seen this? IF BUSY: Go To PRIME and PRIMESET: 100

That should be under Lines/Targets not sets.

Whats is the target line # that is having the issue then look under that in programming.

Also do any of those sets mention have an Answer DN key on them?.






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curlycord

http://www.curlycord.com

 

[jmunsey]

I am sorry, for extension (100) it uses line 158.

So, I went to Lines/Show Line: 158
Then get: Line 158:Line 158 ....then enter
Then get: Trunk/Line data .... then enter
Then get: Target line
Then scroll down to see: "If busy: To prime"
Then see: "PrimeSet: 100"

I hope this helps. I did the same for extension 109 as it using line 157.

 

[curlycord]

Maybe target 158 is appearing on some other set and it's FB settings is 110.

You could make 158 Private to 100 (this will un assign 158 from ALL other sets) then change it back to public and re-assign 158 back to sets that need it, your back up receptionists?



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curlycord

http://www.curlycord.com

 

[jmunsey]

If target 158 is appearing on some other set, how would I find that. I do not have a great deal of extensions, so if I know where to look, I can check them one by one.

Also, can you tell me where to go to perform the Public to Private to Public transition?

Good ideas .... thanks.

 

[curlycord]

Line Assignment is under - Terms&Sets/1XX/LineAcess/LineAssignment/Scan to what lines are assigned.

Line programming is under Lines/158/data


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curlycord

http://www.curlycord.com

 

[jmunsey]

One interesting observation. For the extension (110) that is getting called upon the busy condition of the extensions, it does not have a line assigned to it. Would the lack of a line assigned to that particular extension cause an issue. I asked a tech guy earlier today about that, and he said that it would not be the cause for this behavior. In fact, I have several extensions that do not have lines assigned against them. Thoughts?

 

[curlycord]

What is the setup?

How many people are playing reception?.


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curlycord

http://www.curlycord.com

 

[jmunsey]

All external calls go to an auto-attendant (at the Call Pilot 150). They are then asked to enter the extension ..... so, when they enter 107 they COULD get routed to 110. Now, I have done more testing today and I have not been able to reproduce the issue on my own. However, this incident where an external client says they dialed 107, and the called gets routed to 110 occurred 5 times this morning. I just tested a scenario again in which I had both lines busy on 107, then made an external call to 107 via my cell phone, and the call went to voice mail as it should (and did not go to 110). So, either this issue is intermittent, or I do not fully understand the "exact" scenario. We do know that calls intended for other extensions, get routed to extension 110. This has been going on for 6 months (or more). It does not happen every day, however, on the days it does occur, it seems to be more frequent.

At one time I thought it could be due to cell phone calls through the packet network whereby an external may dial 107 but it does not get translated correctly by whatever process performs the digit receiver function. That is, this would be more of a network issue vs an issue with the Norstar. If so, why would the network errors consistently translate to extension 110?

 

[curlycord]

Ok so nothing to do with line programming then.

Make sure call pilot is at 3.1
What is version of KSU software?



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curlycord

http://www.curlycord.com

 

[jmunsey]

Call Pilot system config has this: Version 31.10.14.22 Does that mean it is at 3.1?

For the KSU, I am looking under System Version and see: "SP:30DEC12 NAT" Not sure if I looked in the right place.

Thanks.

 

[curlycord]

3.1 and 7.1 KSU so you are up to snuff.
Need a new set of eyes on this, somebody will weigh in soon.

As a former tech it would be much easier just to go to site and go through programming for this and be done with it.

Things to look at:

Sets/XXX/LineAccess-
Answer DN

Sets/XXX/Capabilities-
Call Forward No Answer
Call Forward Busy

Lines/158/Data/
Prime set and Busy (check 157 too)

Since they enter the ext # instead of an option this rules out any hunt groups or I guess lines too for that matter.

Any exact info seen on the display before it is answered may tell a story also.
Makes sure info given is accurate i.e for sure only when they are busy.

outta ammo!











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curlycord

http://www.curlycord.com

 

[bluemr2]

Maybe prime set for the pri trunks themselves? Assuming the Pri is lines 1-23 what is the prime set for line 1?

Maybe 100 forwarded to 110 under busy or no answer.

 

[jmunsey]

Where would I look for the prime set for the PRI trunks? Do a proceed down a menu path on the Norstar? So far, I have looked at the settings down "Terminals&Sets" and "Lines". Thanks.