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NAM + MICS + Caller ID Problem

NAM + MICS + Caller ID Problem

NAM + MICS + Caller ID Problem

(OP)
I've been suggested in another forum to post this problem here, hope you can give me a hand!

I have a MICS (4.1xc) on which I've just installed a NAM that I picked up(4.0.04c software).  The system has caller-id trunk cartridges installed, caller-id has been working fine before the NAM was installed.

Now that I have set up the NAM to answer the lines, however, it doesn't seem to be getting the caller-id info from the KSU.  When a call comes in on one of the lines the line indicator comes on for a couple of "rings", then goes out, then comes back on again as does the indicator for the DN that the NAM is on.  If I do a feature-811 for call info when the call first comes in (ie. before the line indicator goes out the first time and the NAM takes the call) I can see that the info is present, however if I try a feature-811 after the nam has control of the call or when the nam transfers the call to a station set, all that is presented is the "line 1, line 2" etc, but no call-id name or number anymore. I also can't do a "reply to external caller" furthering my suspicion that the nam isn't picking up the caller id info on these calls.

Per the other forum that I have posted to, I have tried pretty much all combinations of no appearance, appear only, appear&ring and ring for the other stations.  If I direct a line to call-fwd-noans to voicemail, the caller-id info comes through just fine to the mailbox there so I know the NAM itself is capable... its almost as if it is just the autoattendant/CCR software that is losing or not picking up the caller-id.  It also seems odd to me that when the autoattendant is set to answer on 2 rings that I get 2 rings to the line, then the NAM DN goes active and then 2 more rings before the call is answered... shouldn't it just be answered on 2 rings period?

I'm sure something isn't programmed right, but any suggestions as to what that might be or what I might try are greatly appreciated.  I'm relatively well experienced with Norstar programming, just have never had the "pleasure" of configuring a NAM before

Thanks,
>>>>> Mike <<<<<

RE: NAM + MICS + Caller ID Problem

Yeah, it should be answering in 2 rings if that is what you have it set for under F983, AA, Lines...

Just some thoughts:

Lines should not be set to appr&ring or appr or ring at the voice mail ports at all. Set that under F983, AA, Lines ...

Any phone that has outside lines ringing on it has to have it's fwd no answer set to a HIGHER number of rings than the AA is picking up and NO fwd on busy.

If the NAM is supposed to answering the lines why do phones have lines appearing and ringing to begin with?

Feature 982, password operator. Answer lines: Y

Check your line set up. Under lines go to CLID set: set this to be the first port of the vmail (F985).

MRoberts
mroberts@americaii.com
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RE: NAM + MICS + Caller ID Problem

(OP)
Hi MRoberts,

- Have verified AA setup to answer line 51 on 2 rings (it still answers on 4... if I configure answer on 3 it answers on 5, etc).  

- Have verified line is not set to appear or ring at the voicemail ports at least for the 4 B1 DN's (285-288), I don't know how to access the 4 B2 DN's (413-416) to check them (this is a fiber NAM, if that makes any difference).

- Have now configured so NO phones have an appearance of that line, either ringing or appearing.  I had them still appearing since that was the only way I can get the caller ID info by grabbing a F811 before the autoattendant answered.

- Have verified F982 answer lines is Y

- Have verified that CLID set for line 51 is set to DN 285

Its still doing exactly the same thing.  Any other clues or things I should be trying?

Thanks,
>>>>> Mike <<<<<

RE: NAM + MICS + Caller ID Problem

Something sounds funky here.  If you set 'Ans lines' to 2 rings, the AA should be answering after 2 rings.  Somewhere in these extra two rings the CLID is being lost.  

Check 'DRT to prime' maybe?(found under SYSTEM PROGRAMMING - Feature Settings),  see if it is set to 2 rings,  if so then change it to 3 or 4 and see what happens. 'Prime' set for each line might be ext. 285, and this could be causing the problem???

RE: NAM + MICS + Caller ID Problem

(OP)
Thats what's driving me crazy too, can't figure out where those two extra rings are coming from as I'd agree with you that is probably part if not the whole of the problem.  I already had gone in and both set 'DRT to prime' to no, and when that failed I set that line to have no prime line (previously had tried setting that to the norstar DN from whatever it had been originally defaulted to).  Still no-go.  

Its days like this when I understand why I have no hair left to pull out

Cheers,
>>>>> Mike <<<<<

RE: NAM + MICS + Caller ID Problem

Have you by any chance rebooted this thing? It is really acting weird here.

MRoberts
mroberts@americaii.com
If you find a tip helpful, please mark it as such.

RE: NAM + MICS + Caller ID Problem

(OP)
Ohyea, I've rebooted... both pieces together, each piece individually... just about getting ready to boot it with a pair of steel-toed boots

Cheers,
>>>>> Mike <<<<<

RE: NAM + MICS + Caller ID Problem

I understand!
Just a wild idea here but go under Terminals&Sets (vmail port), Telco Features and check First Display. It can be set to Name, Numbr, or Line.

MRoberts
mroberts@americaii.com
If you find a tip helpful, please mark it as such.

RE: NAM + MICS + Caller ID Problem

Are there any other applications installed on the NAM?  I had a similar "mystery ring" scenario with a Modular ICS with fiber cards and NAM that had a Cinphony II ACD package installed.  In this case, the caller ID was not effected but the AA and voicemail were.  I tried all the items previously mentioned, DRT to prime, ring delay etc.  I finally found out that there was a Nortel patch required.  The patch fixed it.

RE: NAM + MICS + Caller ID Problem

Just a couple more stabs in the dark....

What happens to calls when you set Answer line 051 to No?

Change CLID set for line 051 to 'none' (I've always left it at 'none' for calls being answered by AA with no troubles)

....still don't like the extra two rings.

RE: NAM + MICS + Caller ID Problem

(OP)
Problem solved... thankfully *NONE* of this had anything to do directly with the MICS or the NAM programming.  I was rooting around down in the demarc wiring closet (separate from the closet where all MICS and NAM are, or this would have been solved long ago) and found a couple of long forgotten CommSwitch 7500's hanging on the lines... being used as nothing more than fax tone detectors.  They've obviously never caused any grief until now, with callerid or otherwise, but there must be something that they do that the auto attendant portion of the NAM really doesn't like.

Little note for you all, don't accidentally leave a piece of telecom equipment (like oh, say... a commswitch) laying on the ground in the parking lot... when you back out of your parking stall they make a horrible crunching sound and there are little bits of plastic everywhere that you have to clean up.  

Anyway thanks to you all for your suggestions, I'm gonna go and mope in a corner for a while now

Cheers,
>>>>> Mike <<<<<

RE: NAM + MICS + Caller ID Problem

LMAO! I'm glad it's fixed!

MRoberts
mroberts@americaii.com
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