Conference Button Not Working???

[ppenning]

We have a user with a 6408D+ who states her conference button does not work. The exact symptoms are:
User has a person on line appearance 1. They press the conference button and appearance 2 gives dial tone. They dial the phone number, wait for the party to answer and then press the conference button again to bridge the two together. However, when they press the conference button a second time, both line appearances flash as if they were on hold and then the person is back on the line with the party on appearance 2. Appearance 1 has never joined the call.

We are on CM3.0 and I am stumpped. Would this be a COS or COR issue? I am sure this is probably a "Mickey Mouse" solution that I am just not seeing but any thoughts would be much appreciated.
Thanks!
Perry

 

[definityandcmuk]

can you do a list trace station xxxx on the suspect extension, run a test call and see if you get any denials in the trace?

 

[GroundRatt]

How many call apperances are on the phone? you will need 3 and on the 2nd page of the station admin form you will need to set Select Last Used Appearance to "n". example:

OPTIONS
LWC Reception: audix Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? y Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? y
Bridged Call Alerting? y Restrict Last Appearance? y
Active Station Ringing: single

H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: enhanced Audible Message Waiting? n
Display Client Redirection? n
AUDIX Name: audix Select Last Used Appearance? n
Messaging Server Name: Coverage After Forwarding? s

IP Emergency Calls: extension Direct IP-IP Audio Connections? y
Emergency Location Ext: 7856 IP Audio Hairpinning? y

Steve
Senior Telecom Systems Specialist
University of Texas Health Center at Tyler
"DON'T BE LEFT BEHIND"

 

[Tolson]

Do you have an Expanded Meet-Me conference (EMMC) system installed on your PBX?

 

[ppenning]

Thanks for the feedback...
I did do the list trace and it seems that there is a vector that I cannot conference into...

denial event 1746: Conf/xfer a Vector call D1=0x86d6 D2=0x2f15

I had the user conference me with another users station and it worked great... Now I just need to figure out what is not allowing me to conference with a vector...

Thanks!
Perry

 

[SF0751]

You cannot conference to a vector until the vector processing ends and the call is delivered to an end-point (for example, an agent). You can transfer a call to a VDN, but not a vector until there is a person on the other end.

From the CM Admin Guide: "A call to a VDN can be included as a party in a conference call only after vector processing terminates for that call (for example, after a successful route-to command)."

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[ppenning]

Ah!
Thanks... But what if you get dropped into a queue during that Vector? The vector has not yet completed because you are always doing a Wait - Play Announcement - Goto... Yada Yada Yada.... I believe have been able to conference in those situations and yet the vector is still processing...

Example: A Customer Service Rep conferences a customer into a different queue because the CSR is unable to assist them but wants to ensure they reach the right place...

Thanks for the info...
Perry

 

[SF0751]

In your example, you can begin a conference call, but you can't press the conference button a second time to complete the conference until the vector has completed and connected you with a CSR. In situations like this, we have given our CSR's a togle-swap button; that allows them to toggle between the orginal caller and the new queue so they can continue to reassure the caller that they are still waiting to be connected to the new department.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[ppenning]

Sounds like a plan to me... I instructed my user of this and they were happy... For now...
Thanks again for the help!
Perry