NS700 outcalling problem

[Garland Tech]

Hello everyone!!!

We have a problem that just cropped up on a Panasonic NS700 system. We have outcalling allowed in the attendant/VM by option, so inbound callers can be routed to the on-call technician on nights and weekends. This has been working perfectly until this last weekend. AT this time, the outcalling just fails. I don't even know where to start looking. What I do know is that we have the numbers entered with the preceding '9', such that they are 915301234567. But what's interesting as well, is if you now pickup a handset and dial 9, to get dialtone, then dial anything, you receive a busy signal almost immediately.

Also none of the line buttons light up after dialing 9. I have to think it's related. So the way we're testing is to pickup handset, dial 9, receive dialtone, then dial anything and get busy.

Anywhere I should look? I have a feeling the dialtone is fake, and for whatever reason, it's trying to grab a line we don't have (we have 4 CO lines from ATT).

Thanks!
Sean Garland
Garland Tech, Inc.

 

[obtsystems]

How is it going out. Transferring through the AA directly or the option is dialling an ps that is forwarded

If out from the AA has cos changed on AA ports

 

[Garland Tech]

Good afternoon,

we have options in the AA message for 7, 8 and 9 which dial on-call technicians in various parts of our service area. They each have a dial string similar to 919161234567 that is for the on-call service technicians. It was reported this weekend that it stopped working. Testing from the outside, and hitting the number, there would be some silence then it would hang up (or go busy, can't exactly remember).

What interesting is that inside the office, I'm pretty confident that you used to be able to pickup an extension, which presents intercom tone, and dial 9 and could dial. Now if you pickup a phone, and dial 9, you get dial tone (no indication of an open line on the LCO buttons), and when you dial anything, it goes busy.

I'm headed to the location right now as we have another line that is just busy all the time, so thinking/hoping I just have to unplug it from the system and wait 10 seconds, then plug it back in, but something could also be dying on the system. I don't know enough about them, and there doesn't seem to be any status/monitoring on the lines that you can view while calls are happening.

Thanks!

 

[Garland Tech]

I'm hoping you weren't waiting on me, but I can report from my visit on Thursday, that the line that was down was due to the provider ATT. the system was not the culprit there.

What I did also do while I was onsite, was test the dial 9 function. At no time does the dial 9, actually pick up an outside line. Almost like the number 9 is assigned somewhere else, or that there is an account code or something now attached. I just don't know where to look. The only programming changes that I made in the last 6 months was I changed the class of service on one extensions VM so that VM could outcall. Tested and it worked. This was weeks ago.

The users don't know how to use the management console, but it's very possible someone hit a string of codes and turned something ON or OFF but I can't tell, they don't know, and I don't know where to look.

Previous function:
pick up phone, dial 9, which would bring up an outside line, and you could dial
Within AA, we could forward calls to external lines by using the string 919161234567

Current function:
pick up phone, dial 9 - no change in tone, no line is pulled up - dial anything else and bet busy
Within AA or VM, forwards fail - presumably because 9 is not accessing an outside line

Things "look" okay in the programming for the access number, near as I can tell, and I don't see account codes, or restrictions anywhere.

Thanks!

 

[bisbys]

1) Dialing 9 is (by default) assigned as Idle Line Access in the Numbering Plan (2-6-1 in the Maintenance Console menu)
2) Idle Line Access is controlled by Trunk Group Settings and Local Access Priority (3-1-1 and 3-1-2)
3) Typically dialing 9 is accessing Trunk Group 1 if this is the case make sure only working lines are included in trunk Group 1 in 10-1 (far right column)

As a temporary solution you may be able to replace the 9 with a direct access to a specific trunk group (depending on your configuration)
- dial 8 plus 2 digit trunk group number
or direct access to a specific trunk - Dial *37 plus 3 digit trunk number

 

[Garland Tech]

Bisby - you nailed it on the head. We had a line failure (from the provider, ATT), and it happened to be on Line 3, which is the first grabbed by the dial 9 access stuff. So that's why it failed. All good now

Thank you! Happy Holidays!