VOIP extension can't receive incoming calls 1

[KITCOadmin]

Hello everyone,

I have searched on hundreds of forum posts under the AVAYA IP OFFICE section to no avail. My question I believe to be pretty simple is this:

We have 54 extensions in our IP OFFICE and of those extensions mine is the only 1 that utilizes VOIP and is on Ethernet. Mine is also the only one that cannot receive incoming calls.

For example, the administrator of the IT Department's extension is ####. So if you wanted to call him from outside the office directly, you would dial "(Area Code)- XXX - ####. Well when I try this with my extension, I get the number you have dialed is not in service.

I went through IP OFFICE and copied his extension setup to mine perfectly with still no luck. I have also tried establishing an Incoming Call Route using my extension but that didn't work either.

I have found many answers to issues I've had in the past on these forums and I hope someone out there can guide me in the right direction. I thank you all who read this and greatly appreciate any and all replies.

Very Respectfully,

Chris Walker

 

[mattKnight]

Does the number exist?

bingo!

KITCOAdmin - While I appreciate why you have obscured your phone numbers in the posts above, I think we now need a bit more information.

For example, the administrator of the IT Department's extension is ####. ... "(Area Code)- XXX - ####.

I am not interested in what the area-code is or XXX, but we do need to know the range of values of ####. Also the precise #### for your extension.

Our suspicion is that the number (Area code)-XXX - yyyy (where yyyy is your extension number) is not a number that is allocated to your lines

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[KITCOadmin]

mattKnight,

I hope this information will be useful:

My Supervisor's extension is 2229, if you wanted his exact desk instead of the main line, you would dial 216-2229. My extension is 2321, so I assumed all I would have to do is dial 216 in front of it and it would work.

Is there a location where the range of numbers appears? I haven't seen it yet in the Manager.

 

[mattKnight]

>My extension is 2321, so I assumed all I would have to do is dial 216 in front of it and it would work

Do you have any other extensions that start 23XX?

>Is there a location where the range of numbers appears? I haven't seen it yet in the Manager.

Your extensions range will be shown on the extensions tab.

The key point to this is that while you can create an extension with any number, the external numbers i.e. the 216 XXXX number is not under your control.

To explain this better, you (probably - and this is a guess) have the external numbers 216-2200 to 216-2299 attached to your lines. This means that anyone calling one of these numbers has their call passed to the local CO servicng your presmises, the call is then passed to a circuit that feeds your PABX. AS part of this signalling, the actual digits dialled are passed to the PABX (DNIS) so that PABX can route it to the correct extension. Your extension 2399 (your assumption) has a number of 216-2399, which while it routes to your local CO, does not route to your premises (in fact - by the look of it is an unallocated number at the carrier level) but it could also be a number attached to a different business.

In short, you can't define an extension on your PABX and expect your carrier to route calls to it - this is the tail wagging the dog!

Most people keep a logical link between their external numbers and the internal extensions - i.e. 216-2200 routes to extn 2200, but there is no reason why this has to be so (except for convenience and ease of use) i.e you could route calls that dial 216-2200 to extension 3342 and calls to 216-2299 to 3340.

To move forward with this, you either need to find a spare external number that you already own or buy some more external numbers from your carrier. To find out what range you have, you can try and examine the Incoming call routes and see what the highes number is in use then dial the next number and see if it hits your system or cut out the pain and ring your carrier (or check the bills to see if the information is on it)

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[KITCOadmin]

mattKnight,

I understand what you mean.

Yes, we do have a few other extensions in the 23XX's and even higher with 24xx. Some of the 23XX's are Digital Extensions (2300-2304) and the others are VOIP Extensions (2320-2322).

 

[mattKnight]

>Some of the 23XX's are Digital Extensions (2300-2304)

Do these ring when you dial 216-2300, 216-2301 etc (It is not a requirement that extensions have an external number)

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[KITCOadmin]

216-2304 is not in service
216-2303 just rings, no voicemail established
216-2302 goes to someone's desk not in my office
216-2301 goes to someone's desk/cell phone not in my office
216-2300 goes to same person as 216-2300.

Just for curiousity I added an Incoming Call Route that followed the list order, the list goes 2200-2239. So I put 2240 and then I merged the file. When I dialed it, I got someone else that isn't in my office. So could it possibly be that we have no more allocated for our business? My Supervisor is out on vacation right now, so I can't ask him.

 

[mattKnight]

>So could it possibly be that we have no more allocated for our business?

Looks very likely.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[KITCOadmin]

Ok. I thank everyone who has provided me with insight into this predicament and will follow-up next week once the Admin returns and I can have a chat with him. Hope you all have a Happy New Year and take care!

Chris

 

[tlpeter]

You can see if the number is your in monitor.
When you dail the number and you see something in monitor then it is yours.
If you see nothing then it is not yours.


When you pay peanuts, you get monkeys!

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[Bas1234]

On the incomming call route/incoming number try to put a - (minus) infront of the extension number you have put there.

___________________________________________
It works! Now if only I could remember what I did...

Dain Bramaged
___________________________________________

 

[KITCOadmin]

I apologize but I received email notification saying tlpeter and mattKnight replied to the forum, yet I do not see anything new posted past Bas1234. I don't see a link for a page 2. So I have no clue as to what is going on. If you could, please repost and I'll try again to see you're posts. Thanks

 

[KITCOadmin]

Hey everyone,

I've spoken to my IT Admin and we found the problem being there were no more ICR's for us to use. So we just took a spare line and routed it to my extension and everything works, much like it did in the earlier test. I thank everyone for their awesome advice and patience assisting me with this matter. Hope you all have a wonderful start to 2011.

Chris Walker

 

[cnewman65]

This info was helpful as my system took a power hit and fried my IP406 box, after replacing adn getting it back up I could connect to voicemail and change passwords etc...

My VPN Router a Juniper 5GT had taken a brown out hit, I rebooted both cable modem and Juniper and BAM voicemail up and can login to voicemail.

Ther logs from the monitor were helpful gettin me back up and reading this forum.