Partner Mail Model VM03 "Disabled Ext" Message

[JohnVanzant]

I have a Partner Mail system and have set-up the Auto Attendant feature of Partner Mail. Occasionally,when a caller tries to dial an extension they get the messsage: "that extension is disabled". It has happened on several extensions but the same extensions do get other calls that go directly to them. Do I have a problem with the Voice mail processor or could this be a programming issue?

 

[JohnVanzant]

Note: My Partner Mail is actually Version PM04

 

[392]

It's possible you're experiencing digit bounce: the caller inputs one digit, but the system hears two. If the system is set up for two digit extensions and it hears a request for ext 18 as 1188, it will give that message. The digits have to be input faster than the routing/rejection built into the software. Generally, it can only happen quick enough by mechanical means.

I'd bet you've recently changed dialtone providers. Check the voltage and loop current levels on your CO lines and I'll bet you find at least one way out of whack.

 

[JohnVanzant]

Yes, we did change our local provider to ATT local Service, so I'll check those CO levels and see if that corrects the 'digit bounce'. THANKS!!! Will post back results.

 

[JohnVanzant]

I had our Phone Tech check the incoming CO levels,they checked ok at about 45V. each. He said to note that the 6 lines coming in are on a T-1 line,so it should be pretty clean. He thought maybe one of our 206E Processor Modules might be causing the problem. We decided watch if it is just happening on certain lines, if it is, then we can look at that particular module.
Any other suggestions or things to look for would be helpful.

 

[franke]

As long as you're 'watching', is it possible that the calls are coming from the same person, area or condition (i.e. cell phone)?

 

[392]

Dump the SMDR data to a PC and that will give you the best indication of what the switch is seeing.

As far as 45V goes, that's an ok number, as long as loop current levels are not compensating for not having 51V. Also, interdigit timing of the output from the channel bank could be borderline, smearing digits together.

This is a problem we used to see frequently from AT&T here in town, especially on certain voicemail systems using inferior voice boards. The problem rarely appeared outside AT&T dialtone, and never on Dialogic based systems. I have to believe it stopped due to a global timing parameter altered in the 5ESS, as it abruptly stopped one day after chasing it at many sites and being told "It's not in our equipment, it has to be in yours" by every AT&T tech.