TVM50 not answering after busying ports 2

[daveybc]

I am working on a problem that was reported to be ring no answer on a KXT12/32 with a newer tvm50 4 port voicemail, recently installed. At this site they use full auto attendant. After an array of tests I discovered that when I busy out the 4 ports by calling 165,166,167,168 quickly using dss buttons you can visually see the 4 ports busy. Then quickly dial the main incoming telephone number, the caller will hear ringback but no voicemail will answer, of course since the 4 ports are busy. You can see the dss lights extinguish and ports become available. However, the caller continues to hear ringback. When you look at the line buttons you can see the that the ringing line is engaged with a solid red light as if it has been answered but the caller just hears ringback. Further calls seem to be answered by the AA. Its seems to be just the calls hitting the voicemail when the ports are busy that are having the problem.

I would think that when the ports become available that they would answer. Is this a known problem on this system combination? is there any delayed ringing you can set up to reception? or is the answer to add another board to make it a 6 port system? Any help is appreciated.

ps: When I originally installed the system I put the 2 port expansion board into slot 3 instead of slot 2. When I realized that ports weren't answering, I looked and noticed the problem and put it in slot 2. I wonder if this would have caused a problem.

Thanks

Dave

 

[obtsystems]

have you checked there is only 2 extensions set as vm ports in extension settings in slots.

what is set as the operator in system programing?

 

[daveybc]

In program 117 I assigned ext ports 31,32. In pgm.118, port 31 165, 166, port 32 167, 168. In the voicemail the extensions assigned are 165,166,167,168. The operator extension ( dial 0 ) in the tel system is 101. We are using custom service 1, dial 0 transfers to phantom ext 189, this rings 4 phones with appearance of ext 189.


"2 extensions set as vm ports in extension settings in slots"

I believe I only input 165,166,167,168 into the system parameter area for voicemail extensions in the TVM. Is there something I missed to refer to the extensions to slots? Thanks

 

[obtsystems]

Sorry, missed kxtd1232. I was thinking of the tda. everything looks fine there.

does any other extension light when it is ringing out

 

[daveybc]

I busy out the ports using dss keys on the front module. Then call quickly on the incoming CO line from my cell and hear ringback. The light representing line 1 is engaged on set exts 101, 103 with a solid red light. Very quickly the dss keys representing the ports 165, 166, 167, 168 extinguish and ports become free. I continue to hear ring back on my cell and the line light remains solid red for several minutes until my carrier disconnects the call. Same thing calling from a lan line.

We have set up in the system so that day mode rings reception 4 times then delayed AA kicks in. In Night Mode, lines ring straight to voicemail for full AA. The client chooses to leave it in night mode to use the full AA. I was thinking of programming the system so that there is no day mode and night mode, just direct answer. We use Intercept Routing for delayed answer and Dil 1:1 for direct. Should I try to change this? Perhaps a weird compatibility with direct answer in night mode!

Since the client has 8 lines installing a 2nd 2 port card could be an option as they would have 6 ports.

This just shouldn't happen! Is there incompatablities between the 2 systems? Any thoughts? thanks

 

[daveybc]

So I talked to one of the local Panasonic dealers and they indicated that the above problem would happen. The answer was to add more ports. Could anyone confirm this is true. I appreciate obtsystems efforts ,so thank you. Next time I am onsite with a Panasonic setup I will be sure to test this. Confirmation from someone here would be great. OBT or anyone else. Thanks

 

[cwc3]

you should add a 2 port card if you plan on running full auto attendant make put lines 7 & 8 in the same trunk group and irna them to operator during the day

http://www.thetelephonemanonline.com

 

[obtsystems]

Looking at the programming on a Td. It does not have a overflow option for aa. I would say if 4 ports are not able to handle all the calls a third card would be needed anyway as where would you overflow the calls too

Make sure the let's are set for call transfer as fxd. This will free up the ports quicker

 

[cwc3]

yes obt that is true but lets say all 6 lines ring into ports 1-6 and are engaged and line 7 is dil 1:1 to 165 and trk group 7 was set to intercept to 101 after 5 rings and it rang untill irna timer would the 7th caller that called wind up at 101 instead of 165?

http://www.thetelephonemanonline.com

 

[cwc3]

go to cos

http://www.thetelephonemanonline.com

 

[cwc3]

got extended programming 991 COS5B12 change
from irna destinaton to wait if you want tva to answer when a port is available!

http://www.thetelephonemanonline.com

 

[cwc3]

-5/6 help files here say that by default that if an intercept route is set if all vm ports are busy it will ring immediately at irna destination and If you toggle to wait it will give you fist available port !

http://www.thetelephonemanonline.com

 

[daveybc]

Remember the tel sys is a kxtd12/32.THe vm ports are set up as FX1D. I usually use this as it releases the call quick and passes caller id on. This client does not have caller id however. Main issue was 4 caller in vmail. 5th caller hit vmail and rna occurs. When the port becomes free the 5th caller still rings. So this apparently can be fixed in COS. I am familiar with 990 which controls Flash, Ringback on so on. I just don't see in the manual of extended 991, what to change to allow the 5th caller to be queued when the vm port becomes available. Any clarification. I am not on site so I can't look. thanks

 

[cwc3]

If is not a late model it my not work but its worth a try if you don't have software go into programming pgm 991 word 5 bit 12
so go to word 5 and from right to left count over 12 and change the 1 to a 0 hit auto/store make a test call let me know if it works!!

http://www.thetelephonemanonline.com

 

[obtsystems]

How quick I have forgotten the quirks of the Td You could set up trunk intercept to reception and reduce the intercept timer to 2-3 rings
I see in first post that you found this after testing you found this. Has it happened in normal operation. 6 ports should be loads for a busy switch the chances of 8 calls arriving at once are small and if the menu is short the calls should be gone from the aa within a few seconds.

 

[cwc3]

By default at least here if an intercept destination is set and vm ports
are engaged it will ring the intercept point straight away if you move word 5 bit 12 to a zero the call should be answered by first available VM port !

http://www.thetelephonemanonline.com

 

[daveybc]

So I tried to put a 0 in bit 12 of cos 5 in program 991. Then I set the cos for the voice mail ports to cos 5. I tried to call in and the system still experienced the same problem. NA when ports are busy. Any idea what bit 12 was supposed to change? I think I did that one correct! However I was able to use the intercept extension 189, delay 3 rings. So if the callers ever hit the VM when the ports are busy, the call will ring phantom 189 ext which ring the 4 sets. Customer is OK with this as they do realize this only usually happens when they arrive to work 9am and check msgs. Problem solved and thanks so much.

I only assume that when using full AA, the intercept DN should always be set to ring reception.

 

[cwc3]

By changing bit 12 it is supposed to answer when a voicemail port is available .No telling whether your rev system supports that feature you never said what rev it was.

http://www.thetelephonemanonline.com

 

[daveybc]

How would I check the rev level? I am going back today to look at another problem that was reported prior.

 

[daveybc]

The ROM Ver. is P231L80929A