sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems CTX 28 Remote Modem Picking Up incoming calls

I have a 28 out there that the modem picks up on about every 6-7 calls!! This is my set up: CTX 28 - 6x16 with GVMU running full auto attendant. I called their main line and after the auto att. picked up I heard "Thank you for calling" then before it could go any further the modem kicked in.

I stayed on the phone and the modem stayed on for a few seconds then it stopped and the auto att. came back on like it never stopped, it was a few seconds into the instructions (like box 991 never stopped playing).

So I hooked up my laptop and dialed into the system a few times and sure nuff the modem picked back up. So naturally Network eManager started up and it got all the way to verify me and then it dropped just like the voice call, and I got an error code of 619. Which meant alot of different things after looking it up.

Any advice would be great as the customer is going to be calling me again on Monday. If I could get this fixed up tonight that would be great!! Thanks in advance.
:shrug:

I wouldn't assume it was the CTX28 modem, especially if the AA was playing the whole time and you could not connect with the emanager. I would look into the possibily that something else is plugged into that line.

One thing that commonly picks up is an alarm system. Many systems are designed to pickup when you call, hangup, and call back, so that the system can be remotely programmed. They often connect to an extisting line since they do not need a dedicated line, unless they are a fire alarm.

You may have to go there to check it out. Look for a splice on the line at the wiring closed or the MPOE. Disconnect from the system and call. Let it ring once, hangup and call back. If you get modem tones then tell them to call the alram company to move to another line or set the panel to not answer.

this is very true, but the customer is just now having this problem (since letting AA take all of the calls) system stays in night mode and i use DIT to send calls to 850 (pilot number) i leave day mode alone just incase the AA goes bad they can just hit the button and have calls ring there DN's.

But having the AA still playing while the modem is trying to connect is kinda strange. All you can hear is the modem then you hear it drop and the AA come back on the line. If it was other equip's modem answering it just seems like they would have had customers complain about it before the AA took over.

I will check it out but i really makes me wonder since this is just now happening. Thanks in advance

I have been told that something started as right after I did something. It could be related or it might not. I usually explore to possibly that it is the phone equipment, but in this case I would find it very unlikely. I have never heard of the internal modem picking up and conferencing into an existing call. I don't even think it would be possible. After the modem picks up it would hang up when it's done.

I still think the likely possibly it the alarm system. Why would this just start happening?

a. an alarm tech was just out and the customer did not tell you.

b. people are more likely to hang up on an Auto Attendant then a live person.

If a call comes in and the caller hangs up after the AA answers, then a second call rings in and gets the alarm system.

My brother explained this too me. He has worked with alarm systems for about 15 years. If the alarm hears only 1 ring, then a pause, it will answer then next call if within 30 seconds. Many systems do this, and I have seen it myself.

It could be a fax, but that would likely pickup every time, and your modem would not connect.

i agree it is very unlikely that the modem is picking up too. i do not have anything in DIT ringing the modem, only a voice mail box then it trans. to #19. There fax is on another line that does not even ring the system, tho it is in the system Line 4 and is used for outbound calls only.

and its not in the hunt group. Just wondering is there any way to disable the internal modem? Just to rule it out all together. Thank you very much for your input and i will check out what all is on lines 1 and 2 as that is all they have in there hunt group. LoL it's always the little things that are such a pest.

But i really think your right since they never used the AA before and its in a small town so ppl probably are hanging up on the system now, and prob. trying to call right back in. Thanks if anyone has seen this problem first hand i'd love to know about it!! till then ima go with newtecky.

Why not go to site connect your testset to the line and monitor. When you hear the "modem tone" disconnect the system from the line.
My guess Alarm system.

I will also back the "alarm" theory. There is no way to stop the BIM from answering, but realize it only answers when transfered to or when a DIT/DID is set to ring it directly.

I would disable/delete that mailbox that transfers to it, then test on site, as SSPhone suggested.

what is the modem's ext. in a 28? on all 4 of my lines i have DIT set up to send it to 850 (V/M Pilot #) and that is is i looked at it last night.

#19

In the drop down menu of 310, you should have the option of BIM or MoDem for the destination.