atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Operator extension rings once from the VM port

I have a client with a Legend 7.0 and VM MLM007. Extension 27 is one of the operators and is designated as the "call answer service operator".
Between 10 and 20 times a day her ext will ring one ring and it will be from ext 54 or 55 which are the first two ports of the VM. If she grabs it, it's dead.
I have done quite a bit of troubleshooting on this but would rather start from scratch with some fresh ideas. Maybe I am missing something simple.

So, What would cause this type of problem in the first place?

Does the client have a T1 circuit connected to the Legend and, if so, are the ports on the T1 configured for loop start signaling?

They have analog lines and the system is in key mode.
This operator has lines 801-803.

Check to make sure positive disconnect is set to "Yes".

Dexman meant LS-Disconnect in Lines and Trunks fetures.

Under Aux Equip > Vms/AA I would play with TransferRtn, and make it longer than default.

Reliable disconnect is set to Yes and TransferRtn is set to 9.

Shooting from the hip here as I'm not very experianced with the Legand, But make sure you don't have voice mail boxes asigned to extensions 54 & 55 . Experianced same problem on Partner and found that by having a voice mail box asigned to a voice mail port, If someone mistakingly leaves a message in the box the notification is a 90v ring burst which the voice mail sees as an incoming call, transfers to operator and then hangs up. Hope this helps.

Well, if you are talking about VMS Transfer Return is 9, and RELIABLE Disconnect is YES, then you are probably NOT getting a reliable disconnect from the CO.

This is easy to determine.

STEP 1 - Place a call to the system from your Cell Phone. - Answer it on the SYSTEM, and put it on hold.

STEP 2 - Hang Up your Cell Phone.

If THE CALL ON HOLD DROPS, then YOU ARE GETTING CO Disconnect.

However, if it DOES NOT, then what you want to do is UNPLUG THE LINE the call came in on from the system.

IF THE CALL NOW DROPS, you have PROVEN that you ARE NOT GETTING a disconnect signal from the CO.

I tested for CO Disconnect and it disconnected on all lines just as expected. But, I was able to duplicate the problem.

When I call and the AA picks up I press "0" to get to the operator. On my end it rings a three times and goes into her VM box. On her phone it rings one time and that's it. She cannot pick up on the call.
I set her VM coverage to 5 rings and I thought that fixed it, but she just emailed me and said it is still doing it.

I'm no Legend expert, but is the auto attendant doing a supervised or blind transfer?

I had the same problem as described by Pencom, which sounds very much like your problem- On Avaya Partner system, there was a VM box existing on a VM port, which sent out a MW signal causing ringing the call answer service operator over and over, causing a nuisance. I cleared this problem by removing the VM box from VM and moving the VM port in the Tel system.
The two Avaya system work very much the same. Check for this.

I checked the VM extensions and they did not have mailboxes set up on them.

Today, as I was standing there, it rang (not a full ring)from ext 54(the first VM port). I was looking at the MLX28D when it did it. There were no calls and no activity at all. The line lights(they are in Key mode) were off, and all ext lights were off.

I'm at a loss.

LOOP START TRUNKS BAD
GROUND START TRUNKS GOOD

I was thinking that the abbreviated ring parm might be a factor. But that would only be true if she was already on the phone, and it certainly shouldn't affect her ability to pick up the call. Just for grins, you might disable this feature for her phone and see what happens with that single ring thing.

I'm also curious about your VMS hunt group. Is it set to Generic or Integrated?

Make sure that all ports that are on the voicemail are programmed in the calling group you are using for voicemail. If any ports are not in that group then they may answer and do an immediate transfer to the operator.

The VM group is set to Integrated and all four of the port extensions are in the group. I can post the calling group info if needed.

Heck, I'll post a print all if it would help.

Troubleshooting fresh- can you remove the VM line cords from port 54 and 55 and plug them in another card, one at a time to isolate the problem? (also unassign each ext-54 and 55 and reassign them to new extensions one at a time). Check the hardware..

I'm not sure I understand what you are saying. If I understand you correctly you want me to use different ports for the voice mail. However, it's a MLM007.

What happens on the zero timeout?

Not the first time I've said this but you should have spare known good modules on hand for the systems you service. It's pointless to play twenty questions asking for why something is doing something weird when the first thing you should do is replace the mod to determine if the original is defective.

-Hal

I have plenty of spare parts for the system. I have replaced the processor, in fact, I upgraded them from 6.0 to 7.0. I have replaced the 408MLX that ext 27 is on.
I upgraded to a known good configuration from my laptop. I have NOT replaced the 007MLM yet. I don't think that is an option. The AA greetings were recorded by a british chick who is not available anymore. They have the same voice on all of their 10+ properties.
I always try to replace the parts first. It's just not an option for this voicemail.

The VM would probably be the first thing I would try. Not an option? I don't understand. You don't have to replace it permanently, just long enough to see if it cures your problem. If it does then guess what- too bad about the British chick.

-Hal

Is dial zero/time-out set to transfer to the call answer service operator - or directly to extention 27? If it is set to go to the call answer service operator - try changing it to transfer to ext 27 - and repeat your previous test.

If the British chick is important maybe you could record all of her prompts to some sort of recorder then play it back into the system through the handset not very pretty but it should work.(Just a thought)

Bob

The dial zero is set was set to 27. I set it to the CASO just for grins. The CASO is 27.
I would change the VM out, but they have 2 companies that share the Legend and this VM at this time. I will be removing the other company from the system very soon. I guess then would be a good chance to test this.