Receive voice calls off issues

[Tripoth]

Magix 4.0.
We recently upgraded from a legend 2.1 to the magix 4.0.
I am having problems with a few of the extensions.
The phones do not ring when you call them.
I take a look at the print of these extensions and it has a setting on there that is turned off - Receive voice calls.
How do I remove this feature?

 

[Tripoth]

OK, to expand on the issue,
The sets are analog.
You call the operator from the extension and it is the correct extension. You can make outside calls no problem.
When someone else calls the extensions, they hear 3 rings and get a "You call is being transferred to an operator"
If the operator calls the extensions, she gets a fast busy.
Does anyone know what is going on here?

 

[Tripoth]

Oh yeah, and the ringers are on also.

 

[tdaugirdas]

What kind of analog sets are these phones? If they are single-line phones attached to an 016 T/R or 012 card - that's OK. If they are BIS-style multi-line phones attached to an 008 or 408 ATL module - then you will need to remove them from your system because those modules are not supported by Magix processor software. "Receive voice-calls" is off for most single-line phones correctly - because these phones are not speakephones and do not have a 2nd voice channel. It sounds like when you are dialing - whay you think is an analog phone - you are actually dialing a voice mail port. You should do a "print" of your extension information to get more information. Also, please describe your system and installed modules.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Tripoth]

OK,
They are not Bis sets, just analog.

I understand about the receive voice calls issue now. Thank you.

Hmmm...
none of the these extensions are in my voicemail group. I did a print out of all the extensions and none are on the voicemail card either.

OK, as for the system, we got rid of a bunch of 012 cards, upgraded to a merlin messaging, and got rid of a duvoice system.

As for what we have now,
4.0 processor, 008 mlx card,2 800 line cards,4 016TRR cards,, and merlin messaging, we also have the next slot tricked out as a 024TDl card for phantom mailboxes.

Here is a printout of one of the extensions...
A EXTENSION INFORMATION


A Extn SS/PP Type
A 411 6/11 T/R

A CTI Link : No Alarms: ACTIVE
A Pool Access : 70 890 891 892 893 894 895 896 897 898 899
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 1
A Call Screening : OFF
A Group Coverers : 770
A NS Groups :
A Auxiliary Work Time : NOT ACTIVE
A Group Calling Member:
A Group Calling Log In:
A Agent ID :
A Pickup Groups :
A Allowed Lists : 2
A Disallowed Lists : 0 6
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-0 - NO RESTRICTION
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : OFF
A Coverage Inside : ON
A Forwarding to :
A Delay Forwarding : 0
A Rmt Call Frwd Pool :
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: No
A Trunk Transfer Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : No
A Language : English
A Authorization Code :
A 2B Data Port : No
A Primary Ring Delay : 2
A Secondary Ring Delay: 2
A Group Cover Delay : 3
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:
A EXTENSION INFORMATION


A Extn SS/PP Type
A 411 6/11 T/R

A Button 34 *21 Blank Status None
A Button 33 *21 Blank Status None
A Button 32 *21 Blank Status None
A Button 31 *21 Blank Status None
A Button 30 *21 Blank Status None
A Button 29 *21 Blank Status None
A Button 28 *21 Blank Status None
A Button 27 *21 Blank Status None
A Button 26 *21 Blank Status None
A Button 25 *21 Blank Status None
A Button 24 *21 Blank Status None
A Button 23 *21 Blank Status None
A Button 22 *21 Blank Status None
A Button 21 *21 Blank Status None
A Button 20 *21 Blank Status None
A Button 19 *21 Blank Status None
A Button 18 *21 Blank Status None
A Button 17 *21 Blank Status None
A Button 16 *21 Blank Status None
A Button 15 *21 Blank Status None
A Button 14 *21 Blank Status None
A Button 13 *21 Blank Status None
A Button 12 *21 Blank Status None
A Button 11 *21 Blank Status None
A Button 10 *21 Blank Status None
A Button 9 *21 Blank Status None
A Button 8 *21 Blank Status None
A Button 7 *21 Blank Status None
A Button 6 *21 Blank Status None
A Button 5 890 Pool -N
A Button 4 70 Pool -N
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Ring -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:
A

 

[tdaugirdas]

Is your voicemail system working? Did you "rotary enable" all of the voicemail ports? That is required for Magix Messaging - it was not for your old voicemail system. "Transfering call" means the voicemail AA answered your call to the analog set. The printout for ext 411 shows it is in Cover Group 1 - AND is covered by 770 - which is usually the voicemail group. Is Cover Group 1 the group that has all your extensions in it to be covered by voicemail?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Tripoth]

Voicemail is working and I did rotary enable the ports(Kinda silly, but I know you have to)

Cover 1 is the group that has all the extensions in it.

Sheesh, might this be the issue?

 

[Tripoth]

All of my extensionare in cover 1 and show up group covers 770.

 

[Tripoth]

770 is the voicemail group

 

[tdaugirdas]

Well, if extension 411 is one of the problem analog phones, the printout states that it is in Cover Group 1 and is covered by 770 (voicemail) - so that is why the AA is answering the call - but ext 411 has no voicemail box, so the AA is transfering the call to the operator. If you don't want voicemail coverage for this extension - remove it from Cover Group 1.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Tripoth]

In voicemail, it only has transfer only permission.

So, what you are telling me is to remve the extension from group cover 1 and it should just ring the phone instad of hitting the voicemail?

Why didn't it ring 3 times and the hit the AA since the group cover is set to 3?

 

[tdaugirdas]

If you are using the AA to allow outside callers to dial extensions directly and you want "dial by directory" available for ext 411 - then you have it set up correctly as a transfer only extension. According to you, if you dial the extension internally - you do hear 3 rings before the AA answers with "transfering call". But, you say the phone does not actually ring. You also say the operator gets a fast busy if she intercoms the phone. Is this an issue with all of your "problem" analog phones, but not other single-line phones set up the same way? If so - maybe it is a phone problem. Are these different model analog phones than the rest? Try plugging a different brand of single-line phone (from one port that does work like you want) into the port for ext 411 - and see if the phone works like you want. If so - then it is a phone issue and not a programming issue.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Tripoth]

I removed the extensions from the cover 1 group and the operator rang the extensions instead of getting a fast busy.
Thank you for your help and I will research a little more as you suggested.

 

[tdaugirdas]

Here's another potential issue: were these new or used 016 T/R modules? Are the "problem" phones in the top 4 ports on any of these 016 modules? Are the problem phones plugged into the top 4 ports of a 617F34 016 T/R module?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

One more thought - turn "off" inside coverage for these problem extensions and put them back in Cover Group 1 for outside call coverage. My mistake! You don't want internal VM coverage for these extensions - since they have no voicemail box and the internal call will only bounce back to the operator - which is probably why the operator gets a fast busy when she dials them via intercom.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Are these phones ringing yet?

IF not, print your system set up, and answer this:

Did you change power units in this conversion?