Transfer Phone call not freeing up line

[BLOWE]

Having an issue with our Nortel PBX.

We get a call in from an outside line.
We transfer it to another extension or even to an outside phone number and then hang up the phone.
The call gets transfered but the incoming line does not get freed up.
We can not get another call to that extension until the caller hangs up the phone.

Each phone is setup for 2 inside lines.

As a test, we were able to dial an inside extension, transfer that phone call to another phone and then get an outside call to come to the original extension.

What to know if this is a problem on the lines coming into our PBX or if there is something on the PBX that could be causing this?

Our lines coming into the PBX are configured like this: 10 total lines in. 3 lines dedicated as Icoming ONLY. Other 7 can be used for either incoming our outgoing. So at anyone time, we should be able to get 3 incoming calls no maater what at the very least.

 

[BLOWE]

I did a print of TN 5 0 0 2:
TN 5 0 0 2
TYPE COT
CDEN 8D
CUST 0
XTRK XUT
TIMP 600
BIMP 3COM
TRK ANLG
NCOS 0
RTMB 4 6
ATDN 4800
SIGL GRD
SUPN YES
STYP PSP
AST NO
IAPG 0
CLS UNR DTN CND WTA LPR APN THFD
P10 NTC LOL
TKID
DATE 9 AUG 2002


This seems like a single line transfer to an ATDN 4800 (which is an ACD group). But with TYPE being COT, is that the issue?

 

[allenmac]

What that means is that all calls received on that trunk are terminated to DN 4800.

You need to know what route the call is coming into the system on. If you place a call to that number, have the person that answers put the line on hold, then return to it, it may show the route access code, and member number on the display, usually in the format xxxx-yy (xxxx = trunk route access code, yy = route member number).

 

[BLOWE]

By display, you mean may show it on the deskset display?

 

[phonz1]

you have 1 trunk in that group..... you may need more for more calls?

 

[BLOWE]

This is what were are getting:

800-626-xxxx
INCOMING AAX
804-6

515-274-xxxx
INCOMING AAX
804-6

515-633-xxxx
INCOMING/DID T1
801-1

 

[BLOWE]

Thats what shows up on the display when you call into the 274 or the 800 (which the 800# is transfered to 274# at the telco side). So it seams fitting that 274 and 800 both show 804-6 (would that mean Route 4 Member 6?).

 

[allenmac]

It means the route with access code 804, member 6. Usually people program their route access codes to have some type of relation to the route number. So it looks like there is only 1 trunk in the route for your 800 number, and that is the root cause of your problems.

You could either add more trunks to the existing route, or have the 800 number terminate on one of your DID's that terminate on the T-1 (this is the quick and easier option) - of course you will need to do some programming to have the call flow duplicated if you move the toll free number to a new DN.

 

[BLOWE]

Okay.
From the telco side; 800# points to the 274#.

So if I just have the telco point the 274# to a DID on our PBX that will allow for the multiple calls?

 

[allenmac]

It would be easier if you could identify an usused number in your DID range, then have the 800 number pointed to it.

Build a dummy ACD queue with the DID number from above with NCFW set to 4800, and you should be in business.