sundance-communications.com/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Unable to pickup held calls.

Have a customer with an OS7200S utilizing an earthlink PRI. Intermittently calls that are placed on hold are unable to be picked up again. The call key still indicates that the caller is on hold and the callers themselves tell us that they are still on hold and just hang up eventually. The Hold recall timer is set to 0.

Any help would be apprecaited.

What is displayed on the screen when they press the call key?
Have you tried giving them DT keys for the trunk lines to see if they can pickup the calls that way (ie looking for a bug in the system).

What version is the system and TEPRI card?

Might seem to simple....did the person Double Pump the Hold Button? Putting it on Exclusive Hold. The Aussie was right....ALWAYS: "What does the screen say", of the holder and the person trying to pick up

Go into MMC501 to Exec Hold and set the time to 000. I ALWAYS disable executive hold, hadn't thought of this, paulsonpd may just have the answer.

If the line is solid on everyone's phone but you could pick it up on the phone where it was put on hold paulsonpd has nailed it as executive hold, if not then it is another problem but get rid of executive hold anyway.

Sorry I hadnt been receiving alerts that I had any replies.

The screen does not say anything when the Call key is pressed. Just as if you tried to press an idle call key. I have not tried to use DT keys to view each individual channel and attempt to retrieve the call that way.

The people who placed the call on hold are also the ones attempting to retrieve it, so exclusive hold should have no bearing on that at all. I can deny it in COS though if I need to.

The system is currently v4.60 and the TEPRI is 09.06.29 v4.26

I would deny everyone Exec Hold, no one needs it.

Are they putting the call on hold, seeing a normal green blinking light, and they can't pick it up? Is there a period of time after which they can't pick it up?

I have a customer that says they're getting the same thing. They have a 7400 v4.60b with a PRI from some carrier.

It seems to be only outbound calls. I'll be troubleshooting it this afternoon.

They say when they press their call key it says PRI 70xx Out of Service or something like that.

They can retrieve it by dialing 12 + extension number (remote hold call pick up)

I'll let you know what I find but you may wish to instruct the user to use 12 + EXT to retrieve them.

My customer only had this problem on outbound calls. I watched when dialing, it would select trunk 706 at first, then when the call connected, Telco would switch it to 722 which I could see on screen. They only have 6 trunks active. I changed 2.6.8 Trunk Port Data / PRI Trunk Data : Any Channel = No

Now the call stays put and is retrievable.