Relocate extension for operator

[all4it]

We have a Merlin Legend R3 processor with 2 408 GS/LS-MLX boards, and one 007 MLM voice mail with 2 voice mail ports with MLX-5D phones and a MLX-20L console.

I had to move our company operator and two other people out of their offices to other locations within the same office area and they all had to keep their extensions.

I was able to relocate the three employees without any problems. Now I have two employees that receive calls but after one ring to go to our operator, then the operator has to transfer the call back to the employee. One employee is in position 5 on the first 408 and the second employee is in position 1 of the second 408.

Any suggestions or help would be greatly appreciated, since I have to fix this problem this holiday weekend.

Oh did I fail to mention that I have very little experience working with the above equipment, so please give details if possible.


Thanks

 

[2BAvoice]

Were you able to identify and keep the same extension numbers for all phones involved? It sounds like the phones are forwarded to the operator. Are the calls coming in DID, or is your system in the key mode? Identify the affected extensions' numbers, if you have not already, then go to each extension, lift receiver and touch intercom or SA button, dial #33 and your extenion's number, if it has been forwarded, this will cancel it. The best check would be to print the affected extensions. I suspect, if you did no program changes, that you don't have the extensions in the right ports. It is getting late for the weekend, good luck.

 

[tdaugirdas]

OK - you say people moved offices. What did you do? Unplug their phone from the old location and just plug it back in at the new location? If so - they assumed the extention numbers of their NEW location. You will have to go to the phone switch and physically move the connectors around to put them back on their original extention numbers. You can always dial another extention from one of the moved phones - and see what extention number shows up on the display. If the numbers have some logic (they usually start at 10 or 100 and go up sequentially) - it should be easy to figure out who plugs in where. The extention numbering starts at the bottommost port of the first 408 card to the right of the processor. That bottommost port needs to be the operator phone extention (usually ext 10 or 100). The next port up should be extention 11 or 101, etc.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

No tdaugirdas, I said I had very little experience working with this phone system, I'm aware that each port on the 408 boards have a specific extension assigned to them and all extensions are working except when the two employees noted in my first questions receive outside calls the extension rings once and then goes to the operator.

 

[tdaugirdas]

You don't need a lot of experience to pull out a plug - and plug it back in - in another spot. I am sure the people you moved no longer have their correct extention number - especially the operator phone - which can mess all kinds of things up.

Just do this to start - have each one of them place an intercom call to you from their new location - and make a note of the extention number you see on your display when they call. And then post back here with what their original extention number was - and what it is now.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

Sorry Tom, they have the correct extensions.

Thanks for your help

 

[tdaugirdas]

What are the extention numbers of the two employees with the problem? Are these new (added) extentions - or did they exist before. If they existed before - when did this problem start? after the move?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

After the move, the have the correct ext. and voicemail. Are these positions QCC operator positions if so, I do not need QCC system operators.

 

[tdaugirdas]

At the main console (operator phone) touch menu, system programming: The 2nd last line will say Operator: xx. If there is only one operator position - it will give the extention number. If there are more than one - it will list all of the extention numbers for operators. Post back with the extention numbers listed under operator. Press the Home button to exit programming at the operator console.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

It shows one ext. 2200.

 

[tdaugirdas]

OK - then you only have a single operator. I ask again what are the extention numbers of the two problem phones? And, go to one of the phones: press the inspect button, then press each one of the 5 buttons above the keypad while looking at the display. This will tell you what each button is programmed to do. Post back what the display shows for each button - starting with the bottommost one - and going up. Press Home to exit inspect mode.

It also would not hurt if you followed 2BAVoice's advice - and while at one of those phones, press the bottomost intercom button and dial #33, followed by that phone's ext number (example #33 2234). This will eliminate forwarding on that telephone - if it was inadvertantly set.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

Tom, the two ext, are 2282 & 2279. I did check each ext. for call forwarding and made sure they were not forwarded.

I can not get to the extensions right now becuase the employees are still at work. I will post back later.

Thanks

 

[tdaugirdas]

How are the calls comming into each of the two extentions to begin with? Are they transferred by voicemail? are they dialed on a line assigned to each phone? I assume that if a call meany for one of these extentions bounces after 1 ring to the operator - that call will also never get to the person's mailbox. I will be gone for 30 minutes myself - so post back later.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[all4it]

Tom, problem fixed, rebooted system.

Thanks for your help
Roy

 

[tdaugirdas]

Hi Roy - well not much help offered - but I'm glad a reboot fixed your problem. You should talk the company into purchasing an upgrade for their processor software to the latest Legend release R7, V14.2 - it would eliminate a lot of the bugs in the older software version.

Tom Daugirdas,
President
STCG, Inc.
stcg.com