sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Incoming call problem

Hello,

I'm having an issue with incoming/transfered calls for a user. We are using a CTX670 with DKT 3010/3020 phones. Recently, a user is is having problems with her phone on incoming calls or calls that are transfered to her phone. when the calls come in, it rings as usual but when she picks up she hears a silence and the line disconnects. when she hangs up, within seconds the phones rings again then the same thing happens, she claims that when it issue starts, the call tries to come in 3 sometimes 4 times in a row then fianlly stops doing it. The issue happens at random times and about 3 times a day. this started a couple of weeks ago, and no changes have been made to her extension programming or system configuration, aside from the usual admin stuff, add/remove/move extensions. The only other information that I can give is that when the issue starts, the display shows "CHG 3 Ringing". I've tested direct calls to her phone, and calls to the resceptionist and transfered to her extension successfully. Although we just learned that some calls are transfered from the receptionist and other are probably direct dials. The programming on her extension looks correct as well. I'm out of reviewable options any help will be greatly appreciated. :bang:

Have you tried swapping the phone with another to rule out the phone itself as the culprit?

Her extension might be in the lost call destination. If so, remove her extension from it.

yes Paul I have swapped the phone. Sorry I didn't mention that. Phonemeister how can i check the lost call destination? I am using eManager software for our phonesystem. thanks for your help guys.

Check the system data or system parameters.

Thanks. I checked and the Lost call Destination is set to 6 which is out voicemail port.

The lost call destination's probably not the problem if her extension isn't in there. Take a closer look at the DID programming and maybe any line appearances programmed on her phone.

I checked the DID programming and it looks the same as the other extensions with DID, I checked the phantom extensions, hunt groups, and they checked out fine. Then I rememebered that the user with the problem just got an assistant and I programmed the extension on the assistants phone as a secondary extension instead of a DSS key. I have removed the extension from the assistants programming and hopefully that will solve the issue. Thanks for all your help, all of you. :toast:

I guess I jumped the gun too soon, I just got a call from the porblem user that the issue is still happening.... so i'm back to square one. :shrug:

When all else fails, delete and re-create the extension. Maybe even create it on a different port and/or card if possible.