sundance-communications.com/forum Forums TDM Business Telephone Systems Panasonic Telephones & Systems Forward to outside not working properly

Hello,

I've been reading through some of the threads on this forum, and I've found that it contains a lot of helpful information. Unfortunately, while I have been able to find many threads troubleshooting various issues with the KX-TVA series' "forward to outside number" feature, I have not been able to find a solution for my particular issue.

Our organization has a Panasonic KX-TVA 200 VPS. It is connected to our KX-TDE 200 PBX using DPT integration. I am trying to set up one of our mailboxes with a personal custom service menu option to forward to an outside number. So far, I've been able to actually get it to dial out to the number, but I can't get any further than that.

After the call is connected, the receiving party has answered and dialed 1 to accept the call, there is nothing but silence for a few seconds before the call is disconnected and the calling party is routed back to the phone system.

As a test, I configured the mailbox's personal custom service menu to forward to my co-worker's cell phone number. I called the office, dialed the mailbox number, and then dialed 3 to forward to the outside number. The phone system played an automated recording stating "Please wait a moment."

After a brief pause, my co-worker's cell phone rang. When he answered, there was an automated recording telling him "To accept this call, press 1". However, when he pushed 1, there was nothing but silence on his end and mine. I could not hear him speak on my end, and he could not hear me speak on his. We could not communicate at all.

After a few seconds, the call was disconnected on his end, and the office phone rang - my call had been looped back to our phone system. I do not know why this is happening...

The mailbox's assigned COS is indeed configured to allow call forwarding to CO. The phone system is clearly able to seize a CO line and actually dial out to the external phone number. Unfortunately, that's as far as it goes before disconnecting from the outside number and re-routing the caller back to our phone system.

I am guessing that there is some sort of "gremlin" hiding in some obscure configuration setting somewhere that is causing this strange behavior. I tried playing with a few different settings that I suspected might have been causing this, such as disabling the "Ignore first DTMF" option in case the system was not registering that my co-worker had dialed 1 to accept the call, adjusting the "no-answer" delays in case it didn't have enough time, etc. Unfortunately, none of the things I tried yielded different results. The same problem occurs every time I test the feature.

I'd appreciate if anyone could clue me in as to what might be causing this behavior and what I would need to change in order to get this working properly.

P.S. I am not by any means an expert phone system installer. I'm just a lowly tech support guy at a non-profit organization with incredibly limited financial resources (hence why we can't afford to hire a professional to take a look at our system)... I've pretty much taught myself how to work the phone system's maintenance console over the last couple of years without any formal training. Given my limited experience and training, I would appreciate if you could tell me specifically where in the VPS (or the PBX?) settings I should look for this "gremlin".

Thanks!

X number of years ago, before I went to TDA school, I bought a TAW-848 to practice programming. In fact, my office box is still an 848. The first 848 installation I did has a customer that offers "on call" service. The TVS-95 doesn't set up the call to the cell, the 848 does. Hint: Use the CF capabilities of the ICD groups and transfer a call to it. We use a convenient number like 4xx (300 more than the actual extension).

You set you CF-trunk to trunk permissions and keep the security of the VM CF off-premise programming.

A Panasonic dealer can do this in less than 30 minutes, but probably charge you for an hour. It's beyond the scope of "free" tech support to do anything else.

Carl

This could be done remotely by any tech (trained) in 30 min. That is if you say that all other security related issues have been taken care of.
Set this up the wrong way and you could receive a $20,000 phone bill. Then the people up top will find the money.
How well versed are you on system security?

I planned on staying out of this thread but just have to ask...
You can afford to install a TDE200 but can't afford a $75 service call?

Not trying to be an ass....I just don't understand this ??
There's a reason these are dealer-only systems...

I don't mean to pile on, but...the non-profits that call me, most of them let me know that they have no money,and they also have an expensive Telephone System. TRENDING!

Hi,
I am reaching here, maybe in your TVA console, under HW prefs, set Call Progress Tone Detection for Inband Mode to Disable?

Also, Carl idea is better IMO. We have our 3xx range set as PS in the TDE that always FWD to managers mobiles. Then anyone at the company can reach people on their mobiles just by dialing 3xx instead of 1xx. Then you could in the TVA have a custom service menu, have VM Box user say in their message press # to try to reach me on my mobile, set the # in custom service to dial the 3xx EXT.

The phone system was set up many years ago, back when our organization had a lot more money than we do now.



Thanks for the suggestions. I tried disabling Progress Tone Detection for Inband Mode, but that unfortunately did not solve the problem.

I also tried Carl's suggestion of setting up an ICD group to forward to the outside number. In the PBX, I set up an ICD group to forward both calls from CO and Extension to the outside number. Then, I set the mailbox's personal custom service to transfer them to the extension number of the ICD group. Unfortunately this also would not work. I tried prefixing the outside number with a "9" but that didn't work either. As a test, I tried setting the ICD group's FWD destination to my office extension number and it worked for forwarding to my extension. This leads me to believe that there is some kind of a problem seizing an outside line. As another test, I tried pushing "Intercom" on my office phone and then dialing 9 followed by an outside number. This resulted in a reorder tone. Apparently, dialing 9 does not seize an idle line on our phone system for some reason. I checked the numbering plan "Main" settings under the "Features" tab, and 9 is assigned to "Idle Line Access". Does anyone know why dialing 9 doesn't seem to seize an outside line, despite it being assigned to that feature?

P.S. Strangely enough, even though I can't seize an idle line with 9, I can manually specify CO line number 1 and seize it by dialing *37001. However, setting the ICD to forward to a fixed CO line is undesirable, since it is not guaranteed to always be available...

Everybody who programs a Panasonic TDx phone system knows how to do what you're asking. What happens when youu dial "9" on the intercom? By default, trunks access High to Low and, unlike a multi-line set, the trunk has to be functional in the pool to work, instead of appear on the multi-line set; it's a Pana oddity.

It appears that your little "project" is more involved than you think. Do yourself a favor and find a dealer in San Francisco. It will save you in the long run.

Carl

When I dial "9" on the intercom, the phone's display just says the word "Line"

If I dial any number after that, it produces a reorder tone

This board exists to help people solve problems by pointing them to applicable sections of manuals and giving general advice....when that isn't enough it's time to get some qualified local help.

Your troubles are precisely the reason TDA/TDE are dealer-only systems. They have a much larger feature set than other systems that can administered by the end-user. With this increased feature set comes more complex programming that cannot be done correctly without formal training.

To put it in simpler terms---when Panasonic designed TDA series they were trying to avoid end-users assuming they were crap products simply because they couldn't figure out how to program them properly. Thus, they require installation by certified technicians and the maintenance software is restricted to the same group.

I think you'll find that those of us who have spent considerable time and money to become qualified to service these units are not in the business of providing free advice.

CALL YOUR DEALER