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E class
#461867 07/17/06 02:28 PM
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dans Online Content OP
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Customer has a E class gen 1 system. I have been told when any user pushes their redial button nothing happends. I have not been on site as I would like to get some expert advise before going.
My customer contact has left for the day and I won't be able to find out if redial all of a sudden stopped working or if they just noticed it not working. This system was installed 2 months ago.

Thanks for any advice.

Dan S


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Re: E class
#461868 07/18/06 09:22 PM
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All the time?
Some of the time?
All phones?
One phone?
Specific to model of phone?
Notice any pattern (happens after we do this...)?
Is software up to date (maybe an issue with a certain release of software)?
Can you duplicate it?

I would start by trying to get answers to the above questions. You might also call tech support, even ahead of time, to see if there are any known issues with specific cases, that you could look for (software version, certain mode, like outside dialtone preference or something strange like that). If you can duplicate, tech support could look in debug and see if they can "see" you pressing the button, and if so, what the system "thinks" it should be doing.

My first inclination is old buggy software that just needs to be updated, but answers to above questions could prove I'm way off.

Let us know what you find.

Re: E class
#461869 08/02/06 09:04 AM
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dans Online Content OP
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The customer has to push co line and than redial, they would like to push redial and it automatickly grab a outside line. I would be surprised if this system can't do this. If it can what programming do I need to do?

Dan S


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Re: E class
#461870 08/02/06 03:26 PM
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The most important question here is....Did it work the way you want it to now previously in the prior 2 months or.........have the customers just now noticed the redial button and are just recently began to use it?

Re: E class
#461871 08/03/06 06:40 AM
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dans Online Content OP
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Grider,

Customer called in July and said redial no longer works, we went out on a service call and redial was working (our tech pushed co line and redial)Customer called back 8/1 and said they used to push just the redial button and the system would dial out. I can't tell you if the redial used to work this way at this site.


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Re: E class
#461872 08/03/06 11:28 AM
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I forget the exact terminology but in extension programming an extension can be programmed to select an open line when it goes off hook whereas if an extension is set up that way then pressing redial would do it that way. If at some point the extension programming was reset to default when it goes off hook it is in intercom mode and thus a line would be selected before the redial.

Re: E class
#461873 08/04/06 03:30 AM
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I think you have a software glitch. I tried with outside dial tone enabled as well as disabled and in both cases a simple push of the redial button worked. Call tech support.

Re: E class
#461874 08/04/06 04:30 AM
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I did some trial and error testing and upstateny is on the right path with software glitch.

Do this while onsite.

Using a system phone press Record/Record..
Traditionally dial your cell number and then hang up after you have taken the call.
Use the redial key to attempt to call your cell phone again and make note of the results.

Now you can call ESI tech support and report the problem. They will use the point at which you pressed Record/Record to narrow down the chain of events.

John

Re: E class
#461875 08/04/06 05:03 AM
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The problem has been solved. The customer had 6 lines and had one dropped and did not tell us. When I removed trunk 6 from the dial 9 out group redial started working normal.

Dan S


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Re: E class
#461876 08/05/06 03:35 AM
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OOPS...Sorry Dan. I broke a rule. Always start at with the most simple solution first. I started several rungs up the ladder. Anyway, glad it is solved and thanks for posting the solution.


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