Good morning all,

I have an OfficeServ 7400. I have a user who wanted a cordless phone and so I switched them from their Digital desk phone to an Analog cordless one. I changed the port to which the extension was bound to in the Installation Tool application in the 2.8.0 Menu titled "Numbering Plan" -- Since I made this switch, this extension can no longer dial out using 8 (or at all as far as I know.) When they try, they just get oscillating tones. I tried going through all of the options to see if there is anything else that looks out of place but I haven't found anything.

Any help would be greatly appreciated.

Thank you!
-Dennis

What happens if you try to direct access a trunk by dialing like 7XX assuming your numbering plan is default. Did you check trunk access?

pvj,

Thank you for the quick response! I'm going to preface this with "I am not a phone expert." but I can see in the Installation Tool application, under 2.6.1 titled "Trunk Data" there are several entries in the 7xx range. When I dial 701, I continue to get a dial tone and then I dial an outside number and still get the oscillating tones. I tried 747 (which is at the top of the list in this menu) and I instantly get the oscillating tones.

I am not 100% sure where to go to check "trunk access" but I will look for this verbiage in my continued search in the menus within the Installation Tool application.

Thank you!
-Dennis

I also just want to make sure it is known that the user's extension did not change. It is the same as it was using the Digital phone, where they could dial out.

Thanks!
-Dennis

Can you call the cordless from another phone?Can you transfer a call from a phone to the cordless phone?
Can the cordless phone internally call other phones?

pvj,

Yes to all three. It can also receive calls from the outside.

Thank you for helping me out!
-Dennis

In your first post you said you dial 8 to dial out is that correct and that works from a digital phone? Default would usually be 9 to dial out so it may have been changed. Do you have a backup of the system programming at all?

pvj,

That is correct. Pressing 8 to dial out works both for digital and analog phones. I had tried pressing 9 to dial out on that phone as a test earlier but the oscillating tones occurs after pressing just a few buttons.

I have been able to locate only one backup from 2014 that my predecessors made -- I am scared to restore that one as I have no clue how much has changed since it was made.

I personally have made two backups since I started here...One from June and one that I had made just today.

Thanks!
-Dennis

Can you check if you have anything in mmc306 under T/S No.? If you have something on that extension. Remove it and try dial out again.

Alright so just for testing purposes I have changed the configuration back to the way it was this morning and put the digital phone back at the user's desk. With things reverted back to the way they were this morning, the user was able to dial out on the digital phone with the same extension. Just to confirm that I'm not going down a rabbit hole, I tested two other lines that are on the analog cards and they can in fact dial out.

One thing that is strange is that in the 2.8.0 - "Numbering Plan" I removed the extension in question from the analog port and re-assigned it to the digital port for this test. However, for S&G's I picked up the analog phone and was expecting no dial tone, but there was one. So from the analog phone, I dialed my extension and saw the extension that used to be assigned to this analog port (but I removed it and switched it back to the digital phone) come up.

I then dialed the extension in question from my digital phone and saw a "FWD -> 508" come up and the digital phone for the user with the issue answered. The digital phone rang and the analog one did not. I have no idea what this means but it doesn't happen when I dial other digital line extensions. I am thinking this has something to do with the issue.

The search continues...

Again, thank you very much for giving me ideas for this issue, I really appreciate it.
-Dennis

Temperor,

Thank you for the suggestion. When I look at MMC 306 all but one extension is blank for the T/S No field. The only one with anything in there is an extension labeled "RECEIVING" and appears to be sending it to 505

Thanks again!
-Dennis

So after looking further into my questioning of the FWD -> 508...I don't think it is related. I found MMC 102 (or 5.16.6 in the Installation Tool application) and there is the 508. That is just where that digital port is configured to forward to on a Busy/No Answer. What is confusing is that when the extension in question was re-assigned to that digital port...I was forwarded right away, and the user at that extension picked up. Strange. Above my head, that's for sure!

-Dennis

Further testing:

I plugged the analog phone into the next available analog port in the card which is an entirely different extension. I was then able to dial out.

I reconfigured that analog port on the card to assign it to the desired extension....I was able to dial out without issue. There appears to be something stopping that specific port from being able to dial out. From what it seems, the extension that used to belong to this port used to be used in conference room which I'm assuming they didn't want them to be able to dial out.

I guess my problem is resolved as the extension I need to use can now dial out...but I'm still curious to troubleshoot this if anyone has any ideas! I'd love to know for future reference.

Thank you very much to all who contributed!
-Dennis

Check the COS I think that may be the problem

Actually if you had the extension work on one port but not the other that doesn't seem to make sense as the settings should follow the extension.Did you use the set relocate feature or were you renumbering ?