SECONDARY 'I' COVER BUTTONS NOT RINGING

[SYQUEST]

I have a Legend 7.0 system. I setup 2 phantom stations with primary & secondary cover on phones(MLX-10DP) & phantoms, but the secondary never rings! My customer wants the second group of phones to ring after the 2 ring delay expires so they will answer the calls if the first group can't. See the print outs below:

A STATION INFORMATION JKSN 08MAR2005

A Stn SS/PP Type
A 200 1/21 UNEQUIPPED
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 104 105 106
A Secondary Coverage : 201
A Coverage Group :
A Group Coverers :
A NS Groups :
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 :
A Delay Forwarding : 0
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 : 8200
A 2B Data Port : No
A Primary Ring Delay : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 5
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

A Stn SS/PP Type
A 200 1/21 UNEQUIPPED
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 *21 Blank Status None
A Button 4 *41 SecndCov 201 -I Status None
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

A STATION INFORMATION JKSN 08MAR2005

A Stn SS/PP Type
A 201 1/22 UNEQUIPPED
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 110 111 113 112
A Secondary Coverage : 200
A Coverage Group :
A Group Coverers :
A NS Groups :
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 :
A Delay Forwarding : 0
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 : 8201
A 2B Data Port : No
A Primary Ring Delay : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 5
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

A Stn SS/PP Type
A 201 1/22 UNEQUIPPED
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 *21 Blank Status None
A Button 4 *41 SecndCov 200 -I Status None
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

So a call comes in on 200, the cover on the 3 phones for 200 rings, if no answer after the delay expires the the cover for 201 should start ringing. But 201 never rings! I reread the features manual, but I still must be overlooking something or don't get the Legend logic!

Thanks for any help!

....JIM....

 

[Pepperz]

Yep. You are trying to "see" the ringing of an adjunct when it is covered. Rule: you can't cover a cover. If you want to get ringing from 200 on phones 110, 111, 112, and 113, then put a secondard cover button for 200 on 110, 111, 112, and 113. In your example 201 rings, but since it is an adjunct, you can't detect it, and since you can't cover a cover, it doesn't ring 110, 111, 112, and 113.

Pepperz at newper dot net

 

[SYQUEST]

The phones being used are MLX-10DPs and all the buttons are used. No more room for another cover button. Are there any other options or work arounds to do this?

....JIM....

 

[1043]

Even though you only have a 10DP with 10 visible buttons,you can still program the remaining buttons through centralized programming.

 

[merlinman]

You need to print 201, I would be willing to bet the COVER BUTTON is set to no ring,...(maybe).....

 

[SYQUEST]

Yes 1043, you can and I have programmed non-existant keys, but in this case the station user won't know how or what to answer whatever is ringing with no button or lites. And for this customer that would be a big deal.

Merlinman did you miss the printout above, you lost the bet!
We tested the covers in their primary state and they ring OK. It is the secondary that won't ring as the primary of the opposite cover, like chasing tails or round robin. I guess this is called "Legend Logic".

See my customer has two different groups that take turns answering 'operator' calls on different days. They call forward the DLC to one of the phantoms depending whose turn it is, 200 or 201 for that day. Now if they are all on the phone or busy, they don't want it to ring forever so we thought the cover could cover each other as secondaries, but then the "Legend Logic" stepped in and put a stop to it with a no ring! Unless someone else has any other viable suggestions.

....JIM....

 

[1043]

Buy a MLX 16DP

 

[merlinman]

Yes, I scrolled too fast...

Have you any spare T&R Ports?

There may be a way to make this happen with LOOP AROUNDS....

 

[Pepperz]

Could you get where you need to go by having an external alert that can be accessed by a pickup feature?

Pepperz at newper dot net

 

[SYQUEST]

Hi 1043, I would like to change the sets, but they don't want to replace 7 phones!

Pepperz, I originally suggested a ringer and to use the Pickup feature, but that would be to disruptive to the office was the response.

Merlinman, I do have spare T/R station ports & trunk ports. But hold that thought for a minute.
I was at the customer location today making some other changes and it turns out what I thought was working is NOT! If you reference above about my description for sharing operator calls, it is not working. For some reason I can't get the console, station 100, to call forward to 202 or 203. When I press the FORWARD key the prompt displays I put in the number, the LED lites green. At that point is shows forwarded to ... But when you callout and in again and press 0 in the AA it won't ring the covers the console continues ringing. I tried a bunch of different things .. no results. The other thing I thought was odd is on the console display it stopped showing "Forwarded to: ", even when the console is idle, but the LED is still lit green. Then I tried Forwarding other phones to one another, etc. these would not forward either! Very very strange! Any ideas? I tried reading the features manual to come up with something, but so far nothing. I was thinking of doing a reset of the switch. At this point I'm at a loss. I'm going to upload a printout of the DLC next:

A STATION INFORMATION JKSN 09MAR2005

A Stn SS/PP Type
A 100 1/ 1 MLX-20L + 1 DSS

A CTI Link : No Alarms: ACTIVE
A Pool Access : 890
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 30
A Group Coverers : 770
A NS Groups : 100
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists : 0
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 :
A Delay Forwarding : 0
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: 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 : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 1
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

A Stn SS/PP Type
A 100 1/ 1 MLX-20L + 1 DSS

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 *22 Group Call 770 Status None
A Button 19 *56 Direct VoiceMail Status Off
A Button 18 *39 Night Service Status On
A Button 17 *33 Forward Status Off
A Button 16 *84 Last Number Dial Status None
A Button 15 *49 Coverage Off Status Off
A Button 14 *759 Alarm Status None
A Button 13 *775 Recall Status None
A Button 12 Line 809 -I Status None
A Button 11 Line 808 -I Status None
A Button 10 Line 807 -I Status None
A Button 9 Line 806 -I Status None
A Button 8 Line 805 -I Status None
A Button 7 Line 804 -I Status None
A Button 6 Line 803 -I Status None
A Button 5 Line 802 -I Status None
A Button 4 Line 801 -I Status None
A Button 3 *18 SysAcc-OO Voice 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

This is the first system I have been involved with that has a DLC console. All the others have been QCCs. Any ideas as to what might cause this condition?

Then I want to hear MM's ideas about using station/trunk ports. There maybe too many thing going on at once here.

Waiting for some response.....

....JIM....

 

[TouchToneTommy]

What is your setting for the Call Answer Service Operator in the Voice Mail? You didn't state what VM you are using, but if it is Merlin Mail or Merlin Messaging, the default setting is Ext. 768 (which is actually an invalid extension number). If it is 768, calls will just go to the 1st logical ID, your operator port. They won't follow forward or coverage.

 

[SYQUEST]

The customer has an MLM007. The CASO was set to 100 and 0 calls were still going to 0 on the console instead of forwarding, so I changed the MLM option to transfer to 100 instead for the 'dial0/timeout' option. This was my thinking before I realized that the DLC was not forwarding any calls to phantom 203 even though the Forward LED was green. (My customer said 0 calls from the AA were not forwarding.) I only have one AA programmed, AA1 and the 'dial0/timeout' option is in the AA section after you do the menu prompts & selector codes. There is only one place to do the option right??

This is my first time setting up an MLM007. Previously they only used the VM no AA. In the manual the 768 was mentioned as a default with an explanation.

....JIM....

 

[merlinman]

I dunno if this will help or not.

There are a few ways to use a "Loop Around" which may or may not work for you.

The success of this solution depends on a few factors, what you are trying to do,and how much traffic you have.

I think I know what you are trying to accomplish, in a nutshell it looks like you want 1 group of folks to cover the operator when it's their "TURN" and another group when it's theirs, with OVERFLOW between them.

Set up Secondary coverage for the OPERATOR on a single line extension, setting the delay to what ever you need to meet your needs.

Connect a cord from that Extension to an available LINE PORT.

Program that line port to the extensions in both groups.

Advise the folks answering the call to just do a PICKUP of the OPERATOR when that line rings (othewise, only 1 call at a time could be answered).

As I said, this may or may not fit your needs.

 

[SYQUEST]

Thanks MM, I like that idea which is very similar to what I originally explained to the customer as a simple way to do this. And that was to setup a T/R port with a ringer or BellChime on it and Forward 100 to it or I could even make it the CASO in the MLM. But they think the ringer would be too disruptive. But if these other options don't work out then they may be stuck with a ringer anyway and use Pickup to answer the call. This really makes it much simpler for the users because they only have to Forward to one number and pickup the calls no LEDs to watch.

But the BIG issue now is why the Call Forward feature will not work! This is really wierd. I'm going back to the site on Monday. I have some questions I hope to get answered before then. If I do a remote reset what does that actually do other than dumping the SPM modem connection? I'm comcerned about the Legend crashing. Is this possible? Or would a power cycle be better? After reviewing the error log, it looks like they had a power failure two weeks ago on Sunday. They do not have a UPS. I am wondering if this could cause the Forward feature not to work. If the remote reset is safe, is it possible to activate Call Forward on a station thru Remote Access? I have been assigning authcodes to the stations. This way I could test the forwarding.

I always seem to get the wierd ones! But I do like the challenge!

Another question related to the MLM. Are the Dial0/timeout options on AA1, AA2 and AA3 both for day and nite separate? Meaning can they all be different? Like personal operator on mailboxes? Isn't the CASO as 100 the same as transfer to 100?

....JIM....

 

[Pepperz]

If there has been a power interruption, FIRST [ower down and then restart in sequence. If that has not been done, it could easily cause a whoolotta weird stuff. If they are focused on a non audible alert, try a small strobe, or "K-Mart" type flashing light.

Pepperz at newper dot net

 

[SYQUEST]

Pepperz, what are your thoughts about remote reset and testing, re: my remarks above?

....JIM....

 

[Pepperz]

Personally, I wouldn't. IF ANYTHING goes sour, where do the fingers point? Also, you can't do a startup remotely, you have to be there, OR get someone responsible onsite.

Pepperz at newper dot net

 

[SYQUEST]

Thanks for your input. I have never done a reset from SPM and because of "Legend Logic" I never know what to expect anymore. I would not want it to be down when they come into the office on Monday! I will do the power cycle at noon as planned.

....JIM....

 

[merlinman]

Good Plan.....

 

[SYQUEST]

Well I power cycled the system. Station to station Forwarding works but station to phantom Forwarding does NOT. Ex: call fwd 124 to 202, I call 124 from 107, 202's cover buttons do NOTHING. I looked at 124's display and it shows 107, FWD TO OPRGRP1 which is 202 and 124 keeps ringing like I did nothing. I cancelled fwd and reforwarded a 2nd time but it only showed the calling party on the display of 124and rang & 202's covers never rang.

Also once you program call fwd how do you know what it is forwarded to when the display changes? I can't get the phone to show what the 'forward to' is once that happens.

It doesn't look like the power cycle did anything. I am going to post the printouts for 202 & 203 for anyone to review:
A STATION INFORMATION JKSN 09MAR2005

A Stn SS/PP Type
A 202 1/23 UNEQUIPPED
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 104 105 106
A Secondary Coverage :
A Coverage Group :
A Group Coverers :
A NS Groups :
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 :
A Delay Forwarding : 0
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 : 8202
A 2B Data Port : No
A Primary Ring Delay : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 6
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

A Stn SS/PP Type
A 202 1/23 UNEQUIPPED
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 *21 Blank Status None
A Button 4 *21 Blank Status None
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

A STATION INFORMATION JKSN 09MAR2005

A Stn SS/PP Type
A 203 1/24 UNEQUIPPED
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 114 110 111 113 112
A Secondary Coverage :
A Coverage Group :
A Group Coverers :
A NS Groups :
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 :
A Delay Forwarding : 0
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 : 8203
A 2B Data Port : No
A Primary Ring Delay : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 6
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

A Stn SS/PP Type
A 203 1/24 UNEQUIPPED
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 *21 Blank Status None
A Button 4 *21 Blank Status None
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

What would cause the system not to fwd calls to phantoms??? Is this a bug in R7.0?

Waiting for some response.....

....JIM....