hello everyone at tek-tips. I hope you are all well. I haven't been on this site in months but I am now stuck on a situation that no-one can resolve. I have a user in one of my remote offices. This user has a primary DN and a rollover DN, neither of which is a DID. All calls to him (and everyone else, for that matter,) come in to our firm's main #, which is answered by the receptionist, and she then transfers the call to the respective DN. This particular user gets on just about a daily basis a bunch of calls directly to his DN. The calls show up with the firm's main # but no-one is on the other line (or at least no-one is saying anything). How is this possible? It's an Option 11C with Octel voicemail. Thank you for your assistance.
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phantom caller
- Thread starter coniglio
- Start date
MechDriver
Vendor
Check out ld 80. The enhanced trace commands should give you some info about where the calls are coming from.
Tell him next time her gets one of those calls not to hang up. Leave the path open and TRAC on his TN in LD 80 to see exactly where it comes from.
That at least gives you a place to start.
I had a slightly similar thing happen: The Ext I thoguht was a NON DID EXT was actully my BTN on a PRI. So anyone calling that number directly by mistake was completeing to that EXT. It was completely out of my usual DID range so I was a bit confused for a while.
That at least gives you a place to start.
I had a slightly similar thing happen: The Ext I thoguht was a NON DID EXT was actully my BTN on a PRI. So anyone calling that number directly by mistake was completeing to that EXT. It was completely out of my usual DID range so I was a bit confused for a while.
- Thread starter
- #4
Well he's in an office 3000 miles away so tracing him isn't going to be that easy to do but if it is the BTN on my PRI (and I'll find out if it is) then wouldn't that be the phone number that shows up on his display as opposed to our own main #? Thank you very much for your quick responses, mechdriver and plough.
What type of phones in remote office?
Are there other users in same off that als have this problem?
Has this user experianced this problem with ext to ext calls or just transfer?
What if the reception stays on line until answered or at least until they hear ring?
Are there other users in same off that als have this problem?
Has this user experianced this problem with ext to ext calls or just transfer?
What if the reception stays on line until answered or at least until they hear ring?
- Thread starter
- #6
no other users having this problem that I'm aware of. User has an M2317. These calls AREN'T being transferred to him. The receptionist can't stay on, because she's not sending these calls to him, which is the part I really can't understand because he has no DID. Already looked at IDC also and there doesn't seem to be anything in there either. Plus, even if there was, he's seeing his own office's main # on his display...it's really a mystery what's going on.
do you have any auto yes routes? one trunk could have his dn as atdn.. maybe check his or your switch for acd ncfw... check the callback dn in any mail, those do not have to match the mb number/ext number... is there a system term or tech on site? i would add a trac key to his phone, allow trac to a trunk in the cdb... but someone will need to give you that line from the on site term,,, maybe put one on your set to test if you don't use them.. they are great in the switchroom, tech or user calls any of us in the switchroom, touch the trac key, you see his tn and yours.. all our phones end in the same pattern..
84 0 14 14, 56 0 14 14 64 0 14 14 etc, makes picking out the tn a little quicker.. check the revet dn for recall, hold and page in his switch.. about 30 ways to send a call to a set... could be a few of those... even a fdn, but without a caller on the far end.. i'm thinking a trunk problem..btw good to see you back, you always have great troubles
john poole
bellsouth business
columbia,sc
84 0 14 14, 56 0 14 14 64 0 14 14 etc, makes picking out the tn a little quicker.. check the revet dn for recall, hold and page in his switch.. about 30 ways to send a call to a set... could be a few of those... even a fdn, but without a caller on the far end.. i'm thinking a trunk problem..btw good to see you back, you always have great troubles
john poole
bellsouth business
columbia,sc
- Thread starter
- #8
No routes auto-term to his DN and no ACD queues NCFW to him either. Not sure what to check for in the OCtel. Nobody on site who can help me. I will try programming a TRAC key on his phone but looking at the NTP it already sounds awfully complicated. What line from the on site term are you referring to? You mean what shows up on the screen? and by the time they get that info to me won't it be too late? thanks for your help.
Do you have any DMI tables in LD 86?
If I understand the problem, the call comes IN to his phone, showing the CLID of the main number for the SAME site he is at? For that to be true, a call would need to be trying to LEAVE the 11C and came back in directly to his desk. Is this accurate? I was a little thrown by the display, but when I thought about it, the call seems to be coming from inside his building.
Wasn't that the plot of a horror movie?? (I digress)
Scott M.
If I understand the problem, the call comes IN to his phone, showing the CLID of the main number for the SAME site he is at? For that to be true, a call would need to be trying to LEAVE the 11C and came back in directly to his desk. Is this accurate? I was a little thrown by the display, but when I thought about it, the call seems to be coming from inside his building.
Wasn't that the plot of a horror movie?? (I digress)
Scott M.
- Thread starter
- #10
yes, that's exactly what's happening. Firm's # is 213-555-1212. He gets these calls (his extension is not a DID and these calls are not being transferred to him by the receptionist) and his caller ID shows 213-555-1212. I'll check for DMI tables. Thank you!
- Thread starter
- #11
Any chance these calls happen shortly after he has hung up with an outside caller? We had an issue for a long time, and we still do from time to time, where a caller would call our IVR system, and for one reason or another hang up then call right back. Because Qwest allows three-way calling, the first "hang-up" was seen as a hook flash, starting a three way call. The caller got dial tone, so they never thought twice about it, and called back. Meanwhile, the "first" call is still in progress, and our IVR is waiting for a response from the caller. When the call was completed, or the caller was transferred to a rep, the second hook-flash was seen by the CO, and the two lines were connected.
The flip side was we were accused of calling our customers because if the caller did not speak to a rep, they simply hung up, the CO sees the original call path between the caller and us as still valid, and rings the caller back to remind them of the first caller, sort of like a hold timer recall. They had no idea of what was being done, so they thought we were calling them. Not sure if with PRI it would hold the trunk up, but if the CO "thinks" the call is part of a three way call, I could see it trying to recall the end station. If the trunk that was, and could still be up, the end station would still be known by the PBX.
This is a good one, but this was the only way I could imagine this happening. Good luck.
Scott M.
The flip side was we were accused of calling our customers because if the caller did not speak to a rep, they simply hung up, the CO sees the original call path between the caller and us as still valid, and rings the caller back to remind them of the first caller, sort of like a hold timer recall. They had no idea of what was being done, so they thought we were calling them. Not sure if with PRI it would hold the trunk up, but if the CO "thinks" the call is part of a three way call, I could see it trying to recall the end station. If the trunk that was, and could still be up, the end station would still be known by the PBX.
This is a good one, but this was the only way I could imagine this happening. Good luck.
Scott M.
Sounds like the person getting these calls has a digital set. How about adding CLS=MTCA and a "TRC" key to the phone? When he gets a call he can depress the TRC key and the trace info will dump to the switch room tty ports. This could offer some information about the call.
Ron
- Thread starter
- #14
We don't have an IVR. Nothing. Just a receptionist. We have Octel voicemail but I can't figure out what could be programmed in the Octel that would cause this. I really don't think this is solvable! And I can't simply assign a new extension. I would love to figure out what's happening but I don't think that's possible. But I really do appreciate all your assistance.
- Thread starter
- #15
Except that there's no-one there to decipher that info. If I stay logged into their switch all day from my office will I be able to see the info? And when would he press the TRC key? I tried it on my own phone and of course nothing happened.
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- #18
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