sundance-communications.com/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems Auto Attendant Giving Busy Signal

Hi,
I was hoping someone might be able to help me with a problem with our Vodavi Pathfinder System. We are having a consistent problem with the phone system giving a busy signal especially right after it switches from night mode or lunch mode. We have 8 lines available for incoming calls through the auto attendant. Periodically, it will only accept one call at a time. Line 1 will pick up on auto attendant but if 2nd call comes in you get a busy signal. It won't roll over to Lines 2-8. Rebooting the computer and re-starting the program is the only thing that fixes the problem. It happens frequently but randomly. Once you re-boot, the system works fine for awhile. Our telephone vendor has re-installed/upgraded the voicemail software but has been unable to fix the problem. Has anyone had this experience? I would greatly appreciate any help or advice.
Cindy McCreary

Are you saying that your vendor won't or can't help any more??
There are some questions that I would ask---but they might not be able to be answered by you--your vendor is the one who should be answering the questions. (IMHO)

1. How many ports does the VM system have?

2. What happens when you dial Port 1?

3. What happens when you dial Port 2? 3?? 4??

4. Are all the ports in a hunt group?

There are some other questions concerning how the phone system is set up and the nite ring set up, also.

There will be other moderators or installers seeing this thread and will undoubtably give you some more advice. Good Luck.

Rest assured, it is absolutely impossible for the Pathfinder to be returning a busy signal. This is either a matter of a hunting problem with the CO lines from the telephone company or a possible internal hunt group programming.

One other thing to check: Are your lines coming into the system via traditional POTS (plain old telephone service) or via a PRI circuit?

No disconnect signal from telco, perhaps?

That's exactly the direction I was heading, NFC. Sounds like a classic case to me. Calling volume during the day would typically be much higher than at night, so it's possible that all ports could be tied up, whereas after hours when traffic is much lower, the occasional busy port condition wouldn't be noticed as much.

The equipment vendor doing the testing may just be checking the ports by calling from inside. It's the outside calls that make the difference.

Back to the original poster: Cindy, have you heard any complaints of lots of hang-up or "dead air" voice mail messages in peoples' mailboxes? This would be a sure-fire sign that your problem is telephone company-related. Have you switched carriers for your local dial tone lately?

If you make call to your main number and hit port 1, then hold the call. Then, from another phone, call the main number. Does call hunt to port 2 or any other port?

First CO trunk for hunt group may be shot causing hunt to fail or not generating any/enough ring voltage to trigger VM to pick up/seize the line. If you "short" this pair or, better yet, have a butt set on it and see if you can pick up a call. Can you do this? If not, get your PBX vendor to check this. Let me know if you have further questions.

Benny

I don't know how much troubleshooting your vendor has done, but it could be that line 2 isn't getting any ring voltage from the carrier. If you put lines 1 and 2 on hold and dial the main number, see if line 3 goes into auto attendant. Also you said it only seems to happen in night mode. It's possible that not "all" lines are pointed to the voice mail hunt group in night condition ? If the tech can duplicate the problem when he/ she is on-site it will be much easier for them to track down the problem.