setup question

[pbxNewb]

Hi,

This may be a stupid question but i'm having trouble finding the name of the process i'm looking for. How can a CO line ring an internal DID on my PBX? I initially thought it was just remote call forwarded to one of my DIDs, but the carrier checked and it is not. Is there some other way this can happen, maybe it is directly connected and patched across or something? I'm having trouble with people calling the external number and getting a "line is disconnected", dead air, or a busy signal. This only happens when the DID at the hospital is forwarded to a night answer service but does not affect every call. As far as I can tell with some testing it happens when one call is already in progress and then another one comes in. I have them forwarding the DID to and ACD which points at a toll free number but have also eliminated the ACD and gone straight to the toll free with the same problems. It started happening out of the blue a few months ago and I had not made any changes to my PBX (CS1000).

I contacted Qwest, the owner of the line, and they said it has to be the night answer services' PBX giving the error because there was nothing wrong with it on their side. The night answer service says its Qwest or my PBX but i've yet to get a good reason for it happening. What do you guys think?

 

[kodiak12]

Is there a tn associated with the CO trk and maybe an ATDN?

 

[pbxNewb]

More detail, did some more testing today. Turns out the outside line was actually converted to a DID by Qwest so that is not the source of the problem. I forwarded my deskphone to and ACD that calls an outside line. I then call my deskphone from a cell phone and it rings the other line. At the same time I call my deskphone from another phone and I get dead air until the first call stops ringing and goes to voicemail. I thought if forwarding to and ACD it could take lots of simultaneous calls at once, is this not the case?

If I forward my deskphone directly to an outside line and then call it from two phones, I get a busy signal from one of the phones. I have hunting allowed as well as FDN set but these don't come into play with a forwarded phone right? Is this just the nature of the beast?

I need a way to forward a line to an outside number and have that forwarded line recieve multiple calls at once if possible......

 

[johnpoole]

add a second scr to that phone, cls hta hunt 000 lhk 1, that will give the second call a place to land..

provider is sending x digits, if those digits only have a single target, the next time the provider sends the same digits, your going to get a busy or a recording, depending on your rdr/att data

john poole
bellsouth business
columbia,sc

 

[pbxNewb]

this phone already has 4 scr "rollover" buttons, LHK is set to 4, hunt is allowed in class of service. It hunts to voicemail and FDN to voicemail too. During the day when it is not forwarded there are no issues with it being busy when called, its only when the phone is forwarded and two calls hit the phone within a few seconds of each other. This DN also has an appearance on one other digital phone and on one analogue phone, though it is the MARP on the phone it is being forwarded from (2008 digial phone).

I tried this on my local PBX and I have the same problem, thats why I was wondering if this is normal behavior. The only time it works is if I forward the phone to VM, then it can have lots of simultaneous calls and they all hit VM, though i'm wondering if thats not because VM has several trunks available going into it?

This issue only comes up when a phone is forwarded and several calls hit it at once, when not forwarded the calls hunt up the phone and then to VM as programmed.

 

[pbxNewb]

SOLVED!! After all my head beating against the wall I got through to a "tech" at the answer service. Turns out even though they have a Tspan to their office, they are limiting each toll free number (one per customer) to 2 incoming trunks at once. The third call will get a busy signal everytime and this is normal operating procedure for them. They are increasing capacity for our heavy after hours call volume and now all our test calls are going through. Woohoo!! Thanks for all the great suggestions and troubleshooting steps everyone, have a great weekend!