SV9100 CCIS calls and MOH 1

[Frank_And_Beans]

Hello,

We have two sites connected using CCIS. If site 1 calls site 2 and site 2 places the call on hold, the person at site 1 on hold, hears the MOH from site 1 for about 10 seconds and then a beeping sound almost like a busy signal starts along with the MOH music. Site 2 currently does not have MOH setup. My question is what is causing the beeping sound and can it be corrected? Our local NEC vendor said CCIS is odd at times and to expect strange behavior. This doesn't seem like an adequate response.

Thank you!

 

[Frank_And_Beans]

Update: So after further testing I have more info on what is happening. First, when site 2 places a caller from site 1 on hold, site 2 seems to drop the call. Site 2 has no way to retrieve the call that was placed on hold, it just disappears. The caller hears the MOH but shortly after, the busy signal starts and I believe this is because the call was dropped. I guess my question is can a CCIS call be placed on hold or should I use park/retrieve?

Thanks!

 

[belevedere]

I believe you need to use the call park feature.

 

[Frank_And_Beans]

OK, i'll program those and test. Any way to block/prevent CCIS calls being placed on hold other than employee training

 

[meyer1y2k]

When we were first setting up CCIS, we had some trouble receiving calls. One recommendation from NEC was to place a CAP key on the phones. Park would allow you to easily park the call and pick it up on another phone. If a CAP key has the same number across all phones then it would be able to be placed on hold and flash.

The tech at NEC was pretty insistent on placing a CAP key for the feature, for what it is worth. Our sites have analog trunks so we did not do this initially. Once we programmed CAP keys, CCIS worked great with no bugs we are aware of.

 

[Frank_And_Beans]

Hello,

All of the phones have two CAP keys with different numbers assigned. IE, phone 1 has 1 and 2, phone 2 has 3 and 4. One thing is that one system is v8 and the other is on v9. I am going to upgrade this weekend so they are both on the same version and then I will test again. Stay tuned and thank you both!

 

[Frank_And_Beans]

Hello,

Both systems are now on v9 and i'm still having the same issue. I did some more testing and this is what I found:

When I call from Site 1 to Site 2 and Site 2 places the call on hold, I hear Site 1's MOH for about 3 seconds and then a busy type signal starts along with the MOH. After about 15 seconds the busy signal changes tone and continues along with the MOH. The person at Site 2 states that when they place the call on hold, the CAP key Call 1 blinks 5 times and then disappears. About 3-4 seconds in duration. Even if Site 2 places the call on hold and then immediately retrieves it, the call drops after 3-4 seconds. The same exact experience happens if the call originates from Site 2 to Site 1 except for that fact that there is no MOH because Site 2 is not configured with any MOH. Any assistance is appreciated.

Thanks!

 

[AKgreatland]

WE are having the same issue but found that it is IP phone to IP phone. Single line to IP phone you can put on hold with no issues. did you ever resolve the your issues

just another beautiful day in the land of communications

 

[Frank_And_Beans]

Hi AKgreatland,

It has not been resolved at this point. All of our phones are IP based. NEC is sending out a technician to troubleshoot. I've sent NEC a backup of both databases. I will report back once we identify the cause.

Thank you!

 

[AKgreatland]

Greetings from the great white NorthNorthwest. Did you ever figure it out.

 

[Frank_And_Beans]

I'll report back once I do! Stay tuned!

 

[AKgreatland]

50-15-04 un-check for both systems tested and working this morning

AKgreatland

just another beautiful day in the land of communications

 

[Frank_And_Beans]

My Man!!! That did it for us. Tested placing calls on hold from both sites without issue. Thank you again and have a great week!