2 lines don't answer?

[marker2001]

CICS system with a Callpilot 100 and 12 CO lines.

We just added 2 CO lines to the system 063 and 064 - for some reason, when calls come in on these lines the AA does not answer them.

I copied all the line settings from a working line using the "copy" comand and all the lines in the call pilot are set the same.

What am I missing/forgetting?

 

[phoneguy427]

Log into call pilot press AA, press Lines, enter line 063, make sure it is set to answer with AA, set the next line the same way. If you have call display you might have to change rings to 2, to capture call display info.

 

[DTone]

12 COs on a CICS?

 

[marker2001]

Sorry! It's a MICS!

PhoneGuy - We program using the web browser based tool. All lines are set to be answered by the AA.
Do I need to use the old phone set interface to get it to work?

Thanks!

 

[phoneguy427]

The browser should work, what version MICS is this? Could be your trying to enable the wrong line numbers.

 

[marker2001]

I don't know the version and am not onsite.
When looking in the phone programming at line configuration, I just arrow right through the first 10 lines and the next two are 063 and 064. I have also named them and when a call comes in on that line the display shows the name of the line, so I know I've got the right lines.

The callpilot is set to answer all lines attached to the system.

Here's how they are set up -
Line 1 - Prime number
Line 2 - Rollover
Line 3 - Rollover
Line 4 - Rollover
Line 5 - Rollover
Line 6 - Private line - assigned to 1 extn
Line 7 - Private line - assigned to 1 extn
Line 8 - Private line - assigned to 1 extn
Line 9 - Private line - assigned to 1 extn
Line 10 - Private line - assigned to 1 extn
Line 11 - New rollover line
Line 12 - New rollover line

Line 1 - 5 are the original rollover lines and all answer with the AA after 2 rings

Line 6 - 10 are private lines and ring on specific phones and if not answered, goes to that persons VM

Line 11 and 12 are supposed to act like the rollover lines but are acting more like the private lines in that they ring to prime (221) and if arent answered, go to her VM.

~~~
Just did some reading in the Nortel Callpilot Manager Operations manual (about time, huh?) on page 122 it talks about changing the "answer lines status" under Operations/Operator Settings/Answer Lines. This appears to be something different from the setting in the lines page that comes up when you go into the Call Pilot Manager.

This may be the answer - at least I hope so . . .
I'll go onsite tomorrow and check it out.

Thanks all!

 

[phoneguy427]

Under answer line status, if it was set to no, none of your lines would answer with AA. That is why I wonder if the line numbering is incorrect. If you have line appearance on a set, do F*0, this will give you the actual line number, not just the line name.

 

[mroberts]

You will absolutely have to go under OPERATIONS and check the box that says Answer Lines.

PhoneGuy is correct. You MUST find out what system version you are on in order to assign the lines under LINES ADMINISTRATION correctly. Go into phone system programming, Maintenance - Show. System Version - Show. Tell me what the SP:30 code is. Then I can tell you what line numbers are appropriate.

As far as lines 11 and 12, you must call your phone company and make sure that they have entered those two particular numbers into the rotary group. They are the ones who will handle the roll over.

MRoberts

http://www.a1teletronics.com

 

[marker2001]

The version number is SP:30CQG05 NAT

 

[mroberts]

You have a MICS 6.1 Therefore your line numbering is as following

Slot 4 in the KSU = LInes 001 - 004
Slot 3 in the KSU = Lines 031 - 034
First slot in first trunk module at the very top of your 6 port expansion card = Lines 061- 064

So Lines 001,002,003,004,031,063 and 064 should be assigned in the AA, Lines Administration to be answered with AA in 0 rings.

Lines 032 (line 6), 033(line 7),034 (line 8), 061 (line 9), 062 (line 10) should be assigned to appear and ring on the extensions that they belong to.



MRoberts

http://www.a1teletronics.com

 

[marker2001]

First of all - Thanks for all your help.

But, we're back to my original problem/question -
We just added 2 CO lines to the system 063 and 064 - for some reason, when calls come in on these lines the AA does not answer them.

They ring to prime (221) and if aren't answered, go to her VM.

I copied all the line settings from a working line using the "copy" comand to 063 and 064 and all the lines in the CallPilot Lines Administration window are set the same.

It seems to me there are two places to set options for the AA to answer - In lines on the MICS you set which AA # you want to answer the line and in the CallPilot Lines Admin, you tell it how many rings and how it should be answered.

Is there someplace I need to set another setting? Do the new lines need to belong to the AA hunt group or extensions?

What am I missing/forgetting?

 

[mroberts]

Do NOT assign the lines in MICS phone system programming to the ports of the voicemail at all. That could very well be your problem.

I have done that before and the lines wouldn't answer until I unassigned the lines from the vmail extensions in phone system programming and assigned them only in AA/ vmail programming.

Also, there isn't a vmail port hunt group. The vmail just 'knows'.

Question: if you assign the line to flat appr and rng on a phone directly, then call the numbers associated with them, does it ring the phone immediately?

MRoberts

http://www.a1teletronics.com

 

[ptstechnician]

If you assign these 2 lines to appear & ring on a phone & call in, does the phone ring? I had a situation with a CICS on the 2nd trunk card. If the prime set was not set to an extension it would not ring on the phone. I could press the line button and get dial-tone and make out going calls. I wonder if your trunk module is having a problem. Try moving lines 11 & 12 to either of the first 2 trunk cards. You can also try moving the trunk card to the 2nd slot in the module and see if it works.

 

[heathbus]

Hey Marker2001: I am having the same problem with an ICS and 7.0 software. How did you eventually solve this problem?

 

[marker2001]

heathbus -
The power supply on the callpilot went bad, and the client called someone else in who replaced the entire callpilot and the problem went away.