sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems DK424 & ACD

Greetings:
First, I am VERY green with Toshibas
Here is the deal. We installed a DK424 with an expansion. Added Vmail. Then installed an ACD module.
This is for a physcians office. Here is whats happening. At any given time, the phones stop ringin, the light flashes on the line appearance and can be answerd as such but you have to be looking as you dont hear a ring. This resolves itself after several minutes or a reboot. This only affects incoming calls, internal calls seem to be unaffected. Also, we have patients calling in, making the slection (any selection MA or Scheduling) and staying on hold infintly. They say they hear a phone ringing, but no one answers. We cannot force this to replicate on demand, but have been able to catch it to test. We call from a cell phone, make a selection, hear the ringing; The phones inside do not ring and do not flash.
Whew...
Please advise as to what your gut instincts say. I have had DAD out several times and they think we are crazy cause they cannot find anything.
Also, what info can I provide to help you assist me in this problem.
Thanks,
Dan

Is this a Toshiba Voicemail?

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ssimpson@oneringtelecom.com Need a Telrad Programmer Kit? Telrad Programmer Kits
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Yes.

What are you using for recorded announcements? What PhDN are you using on the phones did you set the owner of the PhDN and set ringing to the PhDN?

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ssimpson@oneringtelecom.com Need a Telrad Programmer Kit? Telrad Programmer Kits
How about some Camo? DUCKCAMO.com

Are you using ACD to answer these incoming calls?

Please complete your profile with email. I would like to send you an email so I can assist over the phone. Curious which DAD tech came out? Ask for Greg or Bruce

Sorry, thought I had checked to make it visable. [email protected]
We have had about three different guys come out. Each time they "find" something. Granted I am not there every single time as they show up with out giving notice or a time windwo for service. The office manager out there deals with them.
I am currently trying to locate all my documentaton on the switch so I can post the numbers for everyone.
The call comes in and an automated greeting is played (vmail) then the caller makes a selection or stays on the line. Then the call is routed to the appropriate area (exact extensiion if selected or acd for scheduling and triage). It seems to be failing when trying to go to the ACD. Now here is some more history. This unitl resided at our other practice until we redid the hospital. At that time we put them on our new switch and this Toshiba on the shelf. We had max out our other Toshiba at the present location so swapped it with this one and added voice mail. Workd fine for a few days. Then out of now where the vmail would stop answering the calls. The caller would just ring and ring and no calls would come thru, then after a few minutes, the lights would respond on the phones but no rings. The fix for this was to reboot the switch. Several techs looked at it and no one could give an answer.
Sorry to ramble. I will post the card numbers and vmail and acd numbers shortly.
Thanks,
Dan

We had a similar problem with a customer that give up on their previous vendor. We found that they only had 4 DTMF receivers and it wasn't enought for the voice mail that was getting hammered during peak business hours so we installed a 8 circuit receiver and it corrected everything. It was a little hard to detect because when we went it worked perfect everytime we went once during one of the peak times and saw the voice mail answer 5 or 6 ports at 1 time and try to dial, 5th and 6th calls would ring no answer and return to voice mail. DAD is a reputable Toshiba dealer and should be able to find the problem.

[This message has been edited by breed (edited September 15, 2005).]

Can you list the cards that you have in the system?

Thanks to all.
Here is what the tech discovered.
The ACD overflow was pointing to a phantom extension (did not exisit). The timers were set to 45 secs. The users were not making themselve unavailable when making calls (we were told this was being done, but seen with our two eyes it was not). And last but not least, one of the options was going to an MA area that is staffed. However, if they do not answer the phone it was going to the overflow. Which is what we wanted, just did not know it was going to a phantom ext.

Tech fixed the above and we are currently monitoring.
Will post the cards soon.
Thanks,
Dan