sundance-communications.com/forum Forums Other TDM Phone Systems Vertical Telephones & Systems MBX IP 300 Callers getting wrong extension

I have an issue that my dealer has, thus far, been unable to solve.

It seems quite often that when a caller dials an extension during our announcement they don't end up at the extension they dial. It appears that the dialed digits are being duplicated. Dialing 236 gets you 223, dialing 161, 162, etc. gets you 116. The folks with extensions that start with 11x or 22x bear the brunt of this problem, and regular callers are frustrated as well. In the beginning, I suspected "fat fingers," but with cell phones clearly showing you what you dialed, it's pretty easy to see that 165 was dialed and not 116.

The only suggestion that our dealer has given me from Vertical so far is to incrementally adjust the RX gain (ACO to VMIB) down, which I've done to the tune of about 8dB to no avail (now at 16dB). I worry that adjusting that down too far will negatively impact recorded message volume, leading to inaudible VMs. But seeing no improvement after the reductions I've made gives me the impression we're on the wrong path.

Anyone have any other suggestions?

What type of phone service do you have...pots, PRI, etc? Also who is your provider and how do they deliver the service.

They're POTS in a hunt group. Verizon's lines, but sold to us by MetTel. Issue doesn't seem to follow any lines in particular.

It sounds like tone twisting, three digits are "heard" by the system but not the same three digits dialed. The way to test this is to install an slt port off the system back to itself as a co line and dial the same digits that are not working. If you get to the destination you want then it is a co problem if not then the co card or AA/voice mail module has a possible receiver or other issue.

This is a little beyond me. I kinda understand what you're saying, but I think I'll have to get my dealer to help implement it.

My worry is that in all this time, I've never been able to reproduce the problem. I've called in dozens of times from my iPhone and also dozens of times from our own CO lines. I always end up where I dial. But the poor guy with extension 222 says that he got like 7 calls yesterday from callers dialing other 22x extensions.

After my last post, I decided to do some more testing and finally had it happen to me on my 4th or 5th try. I was calling from my desk phone back in on one of our CO lines trying to get it to send me to 220 by dialing 208. After I did it a few times, I dialed my own extension 165 and it sent me to 116.

Would your tone twisting theory account for the very specific way that this happens with the dialed digits being duplicated? If someone is trying to reach our Admin Asst at 220 and this problem rears its head, they are going to 222, nowhere else. Same with my ext 165 - this problem will always send them to 116.

I would try to see if you can narrow it down to one particular line. Call each line individually, and see if it is one or all of the lines that has the problem.

Try the above suggestion about calling each line number and see if the problem is confined to one or more lines. If all do it then I suggest my test.

You have six analog extension ports on the MBP of your MBX. You have at least four analog line (trunk) ports on a LCOB card in your MBX. You simply plug a telephone line cord from one of the SLT ports into a co line port. From any phone on the system you dial the extension number of the phone connected to the line port and it will pretend to be a co line, you can dial extension numbers just as if the call was from outside and the call will be transferred etc if the digits are not twisting that is.

Ah! I forgot about those ports on the MBP. We have an SLIB24, so I was thinking I'd have to use that.

I got it all hooked up the way you suggested and I'll get to testing.

As far as I can tell, it is not tied to any specific line. Most of the calls come in on the first 3 or 4 lines. I was having the most burdened users record what lines the calls were on and they were not all the same line.