tonylo34

We have an 18 voice channel T1 going into the system, with DIDs on it. The teleco sends us 3 digit DNIS. We have an on going problem with incoming calls not routing to the correct extension.

All incoming calls on our main numbers (DNIS digits 200) should route to our auto attendant. Other DIDs should route to the extension they are associated with. 2-3 times a week, generally for a few hours, SOME calls do not go to the auto attendant, but ring to the operators phone.

For Example: The first 2 incoming calls will hit the auto attendant, then the 3rd incoming call will ring to the operator's phone. However, the 4th, 5th, and so on, calls seem to hit the auto attendant, while the first 3 calls are still active.

This seems to generally begin around 5:00-5:30pm and will last for severally hours, but not always. It is hard to have exact times, since sometimes even when the problem is happening it is not noticable.

What we have done:
-Upgraded the voice mail as Nortels advised.
-Replaced the T1 card twice.
-Rebooted the system multipule times.
-Checked the T1 equipment.
-Busied out specific channels on the T1.

Of note:
-The last time this issue occured, calls that rang at the operators phone showed up as "line 004".
-The problem seems to happen around 5-5:30pm, but our night attedant does not go on until 8:00pm.

Any help or advice would be most welcome right now.

-Tony

skidbump

what release is ksu

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tonylo34

I believe it is:
Modular ICS 5.0 Software.
Voice mail is an AP Module 8 channel MAM 4.0.04C Software.

I believe we have this issue narrowed down to one of three things:

1. There are not enough ports on the Voice mail. (This is the least likely.)
2. For some reason the T1 will start sending unrecognized DNIS digits, so the PBX sends those calls to the prime set, which is the operator phone.
3. For some reason the phone system stops recognizing the DNIS digits being sent, and then sends those calls to the prime set.

The issue may also be due to a error on one of the T1 channels. We will be doing extensive testing after hours this weekend with the carrier to check this.

Any thoughts????

-Tony

apptel

If L oo4 is the issue, copy line data from line 3 to line 4 in KSU.
Do the same in VM, AA, lines.
Go to services and make sure line 4 is in the same ringing group and is controlled by the same circumstances.
verify that line 004 is not assigned to any set other than where lines 1-3, 5-etc are.
Mike

tonylo34

Thanks for the suggestion Mike, but we do not believe it is line 4 that is the problem. On several other occansions recently other lines have come up on the display. There seems to be no pattern to what line number is displayed. We recently had the carrier take down the T and test every line individually. hey were unable to recreate the problem.

I will be swapping out the CSU/DSU tomorrow, to see if that was possibly the cause.

Any other advice would be much appreciated.

Thanks All,
-Tony

skidbump

not to seem like a bore but all channel are primed to ? "1 thru 18" try prime to none for channels make sure all DID's are primed to set it appears on.. also dont replace csu/dsu yet just use the norstar internal csu to test.also test vm channels i think vm last release on 4.0 .04e not and there was a maint release for 5.0 on ksu.

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