sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Picking up a call before AA does??

Strange problem/quirk here for one of my customers.

For a few weeks now they had been complaining that on occasion when an employee goes to make an outgoing call, they pick up an incoming call. But they are also using auto-attendant to answer all their calls. I could never figure it out or have a "real" answer for them, until today it seems...

This customer has ACD software and 10 button phones, so they don't have any line appearances on their sets. They just dial 9 to get an outside and make their calls.

Well today when I was on-site for another issue, I tried to investigate further.

They have 4 lines, all local link lines that roll over from the main phone number. Line 4 is also their fax line, and the AA sends the detected fax tones to the proper analog port connected to the fax.

My hunt order for outgoing calls is line 3, line 2, line 1, and then line 4(fax). In theory this keeps the fax line free as often as possible, as that number is called directly even though it is part of their rollover.

I called into the system from my cell phone today when I saw that both line 1 and line 2 were in use. I let the phone ring once and saw the LED flashing on the CO card, and then immediately pressed 9 to get an outside line and managed to connect the two phones.

It seems like just a fluke thing that people are pressing 9 to get an outside line after it has already started ringing to the premises, but just a split second before the AA answers the call and starts with the greeting, and instead are connected directly to the incoming call.

Is there anything I can do to cut down on this happening? Or will they just have to live with this fluke occurance happening every so often?

Weird, I wonder why the KSU/LCR isn't detecting that the line its about to grab is busy.

Do the lines DIT straight to VM in whatever mode (1,2,3) the system is in? If the line is pointed to VM but is also set to ring for that mode on a keystrip that may be your problem... that split second before the VM picks up it could be "ringing" on a set.

Verify that 9 is LCR and not a direct trunk access code. If it's a direct trunk access code, then change to LCR.

All 4 of their lines are set to ring directly to the VM hunt group 400 Day 1 and Day 2. In night mode, I've got it set to No data so it doesn't ring at all to the CIX100 because they forward their calls to an answering service for emergency purposes. The only exception is line 4/fax line. In night mode I have it ringing directly to SLT port ext 225 connected to the fax, so they can still receive faxes overnight. There are no line appearances on any of their 12 phone sets.


9 is set for LCR on all of their trunks and phonesets, the hunt order is line 3, line 2, line 1, then line 4/fax.

So it seems when line 1 and 2 are in use, someone calls the main number which rolls over to line 3 which is available, and at the same time someone is dialing 9 to get an outside line and because 3 is the first one it chooses it's also intercepting that incoming call.

It's weird, they say it's happened about 5 times in the past month or so, but the timing is so coincidental and precise that I can't seem to find a solution.

Getting more trunk lines to the CIX would alleviate the problem or you can switch to ground-start trunks to eliminate this glare condition.