Nortel - Appear and Ring Programming

[jackietelco]

Hello,

I am new to telecom and need to make a change to a user’s phone. We have an older Nortel system VM 2.20 (no terminal and sets). We do not have DID all calls are transferred from our front desk. I have one user that has 2 line, however when she is on the phone and gets a second call it appears briefly and then goes directly to VM. I need the second call\line to ring. I checked the call forward no answer and call forward on busy, both are set to no. I believe the setting I need to change is appear and ring, however I can not find it and do not have any books or manuals. Will need step-by-step instructions.

These are the main menu options I get:

A: Configuration
B: General Admin
C: Set Copy
D: Maintenance

 

[curlycord]

Config
Line Access
Show set XXX
Line Assignment

 

[jackietelco]

Thanks curlycord, can you provide a bit more detail on what comes after the Line Assignment? I do not see anything about ring and appear.

Thanks Jackie

 

[curlycord]

Line Assignment

Press Show

Show line 001 (i.e Line 1)
CHANGE to Appear and Ring

If Ring is not an option then on older software you need to press NEXT twice to get to the Ring assignment

 

[norstarboy125]

yeah on that older software you don't have the appear&ring,appear only etc. you have no ring or ring so make sure the 2 lines are set to ring also you may want to check and make sure that the DND on busy is set to N for that ext. which you can find under Gen. Admin> set capabilities> show set...

 

[jackietelco]

I found it! She is on line 114 and I change from the line from Not Assigned to Appear & Ring. I tested and the second call is still going directly into VM. Any ohter ideas?

Jackie

 

[jackietelco]

Thanks Nortarboy125, the DND on Busy is set to N. Must be something else, just not sure what.

Jackie

 

[curlycord]

Does she have the 2 lines on the phone?

If the lines are told to RING ONLY then she needs at least 2 Intercom keys.

 

[jackietelco]

I do beieve she has the two lines. When the second call comes in it quick flashes the arrow on that second line, then goes to VM. When I check the buttons (F*0)they both indicate they are on port 114. I know on the newer Nortels there is an option to forward to: None or VM #, does this older system have that I can not seen to find it.

I think I may have confused port 114 for line 114 yesterday. If she is on port 114 how do I tell what the line number that is?

 

[ctelguy]

Jackie, need you to do a button inquiry (F*)on the two buttons (lines?) that you are talking about and post the result. Are these indeed lines 1 and 2 on the system or are they programmed as something else, depending on what you find we'll probably be able to help

 

[ctelguy]

Sorry Jackie ....F*0

 

[ctelguy]

Also Jackie,
where are these buttons physically located on the telephone....are there 8 buttons or 10 buttons in the area below the display....in other words we need to know if these are M7310 or M7208 telephones, or are there 24 buttons to the right of the display, ie M7324.

 

[jackietelco]

You guys are awesome, thanks for your time.

The phone is a M7310 (10 bottom buttons). The two buttons I am referring to are 2nd and third from the bottom far right. When I do the F*0 both lines give me the same information: 2327 Trish, when I press View it says Port 114. Hope this helps.

 

[ctelguy]

OK, now we're able to focus in on the problem...because the buttons are "intercom" appearances (first button, lower right will be Handsfree) the problem needs to be troubleshot differently than if it were a line button. However, unfortunately it doesn't make it any easier. If these were line appearances we might want to look at line appearances (ring and appear) on the VoiceMail extension. The voicemail can do goofy things when lines appear and ring on the voicemail extension and service modes are active. But I digress. Have you tried re-enabling the set...unplug the line cord and plug it back in. If so, you might want to try plugging in a different type of set altogether (M7208?) if you have one, then plug your original set back in, that sort of forces the set to rethink what it is and "reload" itself. The other(distinct) possibilty is you have a bad port on the system. You mimght want to move the set to a different port (if you have one available) then change the DN (directory or intercom number) to 2327 to avoid confusing the customer. You can do a set copy, but I think I would build it by hand to avoid copying programming that might be creating the problem.....do I have your head spinning yet?

 

[TimIAM]

Is it going to that users mailbox or another mailbox?

 

[jackietelco]

Yes I am feeling a bit dizzy about now. I did unplug the phone and no change. I need to see if we have a different model on site to test that theory. All the other stuff is beyond what I know how to do. Is finding an available port and making the necessary changes fairly easy to explain or am I way over my head?

 

[jackietelco]

To the users mailbox

Jackie

 

[curlycord]

Jackie you say you changed the line form unassigned to Appear and Ring.

I though you were trying to say it was not a DID but looks like it is.

Change the Line 114 to Ring Only, this means it should ring in one the 2 Intercom keys.
Above is recommended or if you want to have the DID appear on keys separate from the Intercom keys then you need to set the amount or appearances for that line.
When you make it Appear and Ring in programming press SHOW yet again and give it 2 appearances.

 

[ctelguy]

look on the blocks that the telephones are connected to. If it was done correctly the blocks should be labeled. Need to know if they are labeled 101,102,103,104, etc. If they are, look for one of those ports that doesn't have a jumper on it.CICS will probably be labeled 101 thru 116 and voice mail will be last couple of jumpers. MICS will be 101 thru 132, voicemail on last couple of jumpers. All sets have some programming on them by default so if you can get a set connected, ID it (F*0 then press a intercom button) you should be able to see if it behaves the same way, if it works OK we'll talk about other programming to make it work like you need it to, then changing the DN.

 

[cpl11950]

Check if your station is set for dnd on busy, next after forward no answer in terminals and sets under set 2327.