TVM50 4 port voice mail dial "0" transfer problem

[daveybc]

We installed a 6 weeks ago a tvm50 voicemail on a KX 12/32 telephone system. It was reported recently that when you push "0" fromm AA, the system was cutting calls off. I tested this myself on site and cycled though all the lines 1-8 making sure that you could push "0" and seemed to be working fine. We have "0" transferring to a phantom DN 189 so 3 or 4 different people can answer the call. When I finally tested line 2 I dialed "0" and the system prompted " One moment please " then cut me off the system ( Line 2 light extinguished ). I did this 2 times in a row and it cut me off. I then tried calling back to see if pushing "1" (transfers to sales phantom DN 190) and and it worked. I called again and dialed an extension and line 2 again didn't disconnect. I then called back a 5th time and tried "0" again and it worked. The system prompted "one moment please" then ring back is heard instead of being cut off. I ended up resetting the system and all lines seemed to be working fine and processing the "0" calls. Come Monday/today they call me back and report the same problem. A client called them 3 times in a row and got cut off.

When I set up the system I used FX1D as the transfer method. Basically a blind transfer from the voicemail to the extensions.

Any ideas on this one, is the FX1D a problem? Thanks

I am considering to busy out line 2 for a week to see what the result is. Davey

 

[cwc3]

I don't think its a line 2 issue at all change dial 0 to a (19X)ring group of phones instead of a single phantom ext do your test while 189 is engaged in call I will bet that your test call gets dropped on a dial 0

http://www.thetelephonemanonline.com

 

[daveybc]

This was the issue I am returning about after we were able to come up with the solution of using the intercept to reception ( which fixed the NA problem ).

I did busy out line 2 and the problem was reported to happen again. So it wasn't a line 2 problem. I had the customer change the greeting to say " to place an order dial 189 " ( instead of 0 ). I got a call telling me people are still complaining of being cut off. I was on holiday that week and had the local Panasonic dealers send a tech out to see if they could pin it down. They created a log, looked at the programming and did many test. The local Panasonic dealers couldn't find a problem. I am going to return today and try dialing "0" on at least 2 or 3 trunks at the same time to see what happens. If I can't recreate the problem and have a solution today. I will have to purchase another TVM50 as the customer is insistent there is a problem with the voicemail. I think it is unlikely but have exhausted my efforts. I can't return the voicemail as I have had it in stock for over a year. I will also try to set up dial "0" to ring phantom 191, and allocate 191 to the 4 extensions instead of 189. Any further thoughts. Perhaps low loop current from the CO or other??

 

[daveybc]

THe phone system is a kxtd12/32 I don't think there is a ring group for the phones!!

 

[cwc3]

yes there is ring groups

http://www.thetelephonemanonline.com