remote access issue- Legend 1

[FordMan77]

Trying to have a customer x-fer me into their Legend for some programming changes, and can't seem to hit the modem. I have her press x-fer, dial *10, then x-fer again like normal, but all I hear is hold music, and then after a short time, she picks the call back up and tells me that it just rings back to her like the call was unanswered. Is there a good reason why I can't hit the modem?

Thanks!

 

[tdaugirdas]

She should press "transfer", dial *10, then hang up. If you get no modem tone - then you may need to walk her through the steps to reset the admin RS232 port in the maintenance menu.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[1043]

Is she using a headset?

 

[Magixman]

If this is a QCC operator have this person press Transfer *10 and then press the Release Button.

Please note that in some system, I have found the someone put a disallow list in that does not allow *10. If this is the case it will need to be changed before the operator can transfer you.

 

[FordMan77]

Thanks for the help. Seems that the modem was locked up for some reason. Had to walk them through resetting it as mentioned.