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Remote call forwarding not working

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lsbarker

lsbarker

Technical User
Dec 17, 2008
28
US
Customer has a Merlin Magix R2, wants 5 phones to be able to forward their desk phones to their Cell phones. 4412D+ and 4424D+ set them up like have 100 times before ( or I think I have ) call direct or transfer a call an it goes the the ext. voice mail. I have a print of the station, number to forward to is there but each time the coverage if off ( forward button ) It will forward to a station, just not to an outside line. What have I missed. I setup a couple T/R ports to forward out to cell phones to use with the AA, they work just fine. Read several other related posts an everything seems to check out.

A Extn SS/PP Type
A 109 1/11 4424D+

A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 30
A Group Coverers : 770
A NS Groups : 100 108
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
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 : ON
A Coverage Inside : ON
A Forwarding to : 916202765777#
A Delay Forwarding : 1
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: Yes
A Trunk Transfer Allow: Yes
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 109 1/11 4424D+

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 *33 Forward Status Off
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 *9 Pickup General 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 *56 Direct VoiceMail Status Off
A Button 11 Loudspeaker Page
A Button 10 *22 Auto Dial 108 Status None
A Button 9 *22 Auto Dial 117 Status None
A Button 8 *22 Auto Dial 102 Status None
A Button 7 *22 Auto Dial 105 Status None
A Button 6 *22 Auto Dial 104 Status None
A Button 5 *22 Auto Dial 101 Status None
A Button 4 *22 Auto Dial 100 Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Voice -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:


A Trk SS/PP Type OutMode RelDisc ChannelUnit LS-ID Delay
A 801 3/ 1 LS-ID TouchTone Yes N/A No
A 802 3/ 2 LS-ID TouchTone Yes N/A No
A 803 3/ 3 LS-ID TouchTone Yes N/A No
A 804 3/ 4 LS-ID TouchTone Yes N/A No
A 805 3/ 5 LS-ID TouchTone Yes N/A No
A 806 3/ 6 LS-ID TouchTone Yes N/A No
A 807 3/ 7 LS-ID TouchTone Yes N/A No
A 808 3/ 8 LS-ID TouchTone Yes N/A No
 
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Set the extension for rotary enable. In your printout it is disabled. I know it's weird but RCF won't work unless rotary enable is set to yes.
 
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I have never heard of ROTARY ENABLED having anything to do with it.

What type of trunks do you have for dialing out?

Are they loop, ground, PRI or what?

There may be an issue there.



-merlinmansblog.blogspot.com
 
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The lines are loop start, what seems odd is that RCF works on 2 016TR ports but not on the digital ports I have tested. As you can see it shows up in the print of station but forward is off, reset the ports, power cycled the system. As for Rotary emabled, I have done this at least 100 times an never set a station to Rotary enable, pmcook you must work on some weird stuff, not that I will not give it a try. The analog ports that are working are not rotary enabled.
 
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when you want to transfer to outside line is your forward button lite green, as on
 
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Yes, the forward button lights up green, this is a remote site so I am relying on an end user but I have confirmed more then once that when she is done that the light goes on, which is why it is so weird that the print shows forwarding off.
 
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Really stuck, Anyone have any ideas on why a digital station will not forward out to a cell phone, I have done all normal programing things, as you can see the station records the number but forward is off. I am guessing that when I find out why this is not working I will be embarrassed as to how simple it was. I have included a couple prints ( earlier part of the post ) off the switch, if there are more anyone thinks will help let me know.
 
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I would try just deleting the forward button, Then reprogram it back on the phone if you have not done so.

If you have done that, try setting forward manually to see if that works: Go off-hook at the station, dial *33, then the forward number, then #. The light should come on next to the foward button.
 
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How are you testing? Are you calling internally from an SA button? Are you calling from an SA-Voice button instead of a SA-Ring button?

I got stuck for half a day one time, until I realized that the customer only had SA-Voice buttons.
 
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I am not able to be on site, over 100 miles away. test calls go to local voice mail.

I believe that we have removed the forward button and put them back on, even using a different button. Will test again, remove the button an forward manually and then put it back on yet a different button. Will confirm that test calls are being made using an SA button, Since the test call go to local Voice Mail I am thinking SA buttons, but at this point will double check.
 
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Have them put a DND button on the phone on an open button. I bet it will show active (light green). That is why it is covering to voicemail. DND will trump forward. Once the button is on the phone, have them de-activate it by pressing it (the green light will go off).
 
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OK, one more basic thing, Have the client do: Press Speaker, Press Intercom/SA Button, Dial #00, and verify that the extension shown in the Display is the one they think it is.

-merlinmansblog.blogspot.com
 
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Still not working, we worked through the different ideas, removed the fwd button, used #33 to forward, number showed up in print of station, did not forward, unforwarded phone and put a button back on the phone, light by button turned on an remained on all through out the testing and print of the station. phone rang four times and went to voice mail on each of the tests never forwarding out to the cell phone as it was "programed to do". Here is the thing that I do not understand, print shows a number to forward to, while the button shows status OFF but the light was on. We put a DND button on the phone, it was off, turned it on, then off so DND does not seem to be an issue. I had them check that they were calling using an SA-ring button, but since the phone always rings 4 times. Since I am doing a print of the station at different points we are working on the same extension number as I can the buttons come an go. Help Help You guys amaze me with your knowledge of the Legend/Magix, this has to be something I am missing, below is the print of the station at the end of testing today

A EXTENSION INFORMATION


A Extn SS/PP Type
A 109 1/11 4424D+

A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 30
A Group Coverers : 770
A NS Groups : 100 108
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
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 : ON
A Coverage Inside : ON
A Forwarding to : 92143486#
A Delay Forwarding : 1
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: Yes
A Trunk Transfer Allow: Yes
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 109 1/11 4424D+

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 *33 Forward Status Off
A Button 26 *21 Blank Status None
A Button 25 *21 Blank Status None
A Button 24 *21 Blank Status None
A Button 23 *779 HFAI 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 *47 Do Not Disturb Status Off
A Button 18 *9 Pickup General 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 *56 Direct VoiceMail Status Off
A Button 11 Loudspeaker Page
A Button 10 *22 Auto Dial 108 Status None
A Button 9 *22 Auto Dial 117 Status None
A Button 8 *22 Auto Dial 102 Status None
A Button 7 *22 Auto Dial 105 Status None
A Button 6 *22 Auto Dial 104 Status None
A Button 5 *22 Auto Dial 101 Status None
A Button 4 *22 Auto Dial 100 Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Voice -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:
A
 
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OK, let's look elsewhere for a bit.

Who is the Vendor? - Do they PREVENT Forwarding of this type? (I've seen it done)

Is the extension able to do a TRUNK TO TRUNK transfer (Yes, I know, they ARE 2 different things) but I would like to know if that works.

Also, just for a test, take the extension OUT of the COVER GROUP for Voice Mail and see if that changes anything.

AND, just top be sure of a few things, please print the GENERAL TRUNK REPORT and the ARS Tables.






-merlinmansblog.blogspot.com
 
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