SV9100, 2 extensions in same department group, only one of them rings on group calls 1

[bigdave1980]

Hello, I've got an issue on an SV9100 CP10. I have a department group (dept group 2) with the pilot number set to 0. The department group has 2 member extensions, 5001 and 5002. When somebody dials a 0 (it's a hotel so guests in their rooms dial 0 for reception) it always rang on both extensions in the group simultaneously, but it now only rings on 5001. It worked perfectly up until a few weeks ago, I didn't change anything at all, but they've reported that 5002 no longer rings with the group.

Some points to note:

They are both NEC IP phones, I don't know if that makes any difference.
If they call 5002 directly from another internal phone it rings fine.
If I point a DDI at 5002 and call it directly from outside it rings fine.
I've set up a virtual extension as a button on 5002, set it to ring, and that rings fine.
I've created a new department group, moved the 2 extensions and the 0 pilot number to that new group and the problem is still there.
I sent a copy of the database to NEC to look at and they couldn't see a reason for it happening.
NEC asked me to get the end users to dial 750 0 from the phone in case they'd accidentally logged themselves out of the department group, but this does not seem to be the case.
I had the end user dial the code to cancel any potential DND on that extension but that's not fixed it.
The extension is not forwarded anywhere.
I updated the system firmware to the latest version but that didn't make any difference.

Has anybody else encountered something like this before please? I had a feeling that I'd seen something similar in the distant past but to be honest that may not have been an NEC system, as I work on a few different brands.

Any suggestions at all please? I've run out of things to try.

Many thanks,

Dave

 

[CoralTech]

Dept group members cannot have any forwarding or dnd set.

 

[DoubleDizzle]

Hello bigdave1980,

Sounds like you have done some extensive troubleshooting on this issue.

Not sure if 5002 is a digital or IP phone.....

Have you tried deleting 5002 from the port it is assigned to in 11-02?

Reassign 5002 to another open port and cross connect to the new port.

Sometimes blowing out a troublesome port can resolve weird issues.

Just a thought......

 

[bigdave1980]

Hi DoubleDizzle,

Both of the extensions in the group are identical IP phones. I haven't tried deleting the phone from the system and adding it again, as it was still ringing fine if called directly via its extension number, its associated DDI or virtual extension key set up on it to ring. It also rings as part of a ring group if I add it to one. It just seems to be the department group that it doesn't want to ring with any more. I tried changing the priority order of the 2 extensions within the department group but that didn't make any difference since they are set to ring simultaneously and not hunt around the group.

This one's got me stumped!

Thanks

 

[bigdave1980]

@CoralTech Thanks for confirming about the fwd and dnd for department group members.

 

[DoubleDizzle]

Hello bigdave1980,

Wow, this is a strange issue.

Since it seems you are at the "throwing darts" stage of troubleshooting, have you tried doing a "Hard Reset" in the Maintenance Tab on the web interface menu for the IP phone?

The phone will re-register as 5002 and will keep all it's programming.

It's the perverbial "swift kick in the *ss"

I have seen this clear some issues on NEC IP phones.

 

[bigdave1980]

@DoubleDizzle I carried out the hard reset of the handset via the maintenance tab on the web interface as you suggested, and that immediately resolved the problem. The extension now rings as part of the department group again. Thanks very much for the suggestion, that's something I'll remember in future. I now wonder if the same thing would have happened if I'd just asked the end user to unplug the phone and plug it back in again? I had rebooted the whole system several times, including as part of the firmware upgrade I performed, but this wouldn't have rebooted the handsets fully since they are sat on a network switch getting PoE independently of what the NEC is doing. Next time I'll try that first, then the reset via the GUI which fixed it this time.

Thanks again

bigdave1980

 

[DoubleDizzle]

Hey Bigdave1980,

That's awesome, I'm glad it resolved the problem.

I have found just unplugging the phone and plugging it back in does not truly "reset" the phone.

A "hard reset" in the phone web GUI can sometimes clear up weird issues with an extension.

And hey, at least the system is running the latest firmware now.