Remote Call Forward - Sundance Business VOIP Telephone Help

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Hey everyone,

We recently implemented remote call forwarding for some of our engineers and salesmen. On all the phones it works fine, except one of them. If we forward to another extension, it behaves as stated in the manual. If we try to forward to his cell phone, the call rings at his extension.

We have a merlin Magix PBX. I have gotten all the other phones to forward to outside numbers, so it's not a user error.

I did set up the extension to allow remote call forwarding. However, my PBX administration skills are limited at best (the company kind of said "Hey, this uses digital phones, the IT people know digital stuff, let's have them do it" and my ex-manager basically said "I know you are an intern, but I don't like the phone system, so you get to do it." I don't mind the challenge, and I am not complaining, just trying to let everyone know my level of knowledge.)

What else could be configured differently to cause this issue?

Thanks,
Danny

Hi Danny -

The best thing to do would be a print of an extension that works, and the extension in question. Then do a stare-and-compare to find which parameter is out of whack.

Off the top of my head, it could be restrictions, facility restriction levels, trunk-to-trunk transfer permission, or remote call forward permission.

Could you also fill out your profile completly?

Thanks.

What is a print and how do I do it?

Thanks,
Danny

OK, if you're not able to program from a PC with the WinSPM software, you may be in over your head.

Try this from your Operator Phone/Programming Phone:

Menu
System Program
Start
Extensions
More (the Right Arrow Button)
Remote Frwd
(If you see RCF Extensions, press that)
Dial the Extension Number of the phone that won't forward
Enter
Back
More again
TrkTransfer
Dial the Extension Number
Enter
Exit

This will allow the phone to do Remote Call Forward. You program it by going off hook on the phone, dialing #33, 9, the remote number, and #

See if this will make it work!

I doubt I am in over my head. I just haven't had any training, and am trying to figure this out by myself. I have a laptop that has a serial port and I also have access to one of the 9 pin D-sub to rj-45 adapters. I believe WinSPM is installed on that computer. Will a straight through ethernet cable work to connect the phone switch to the computer, and if so, what settings do I need to set in WinSPM?

Then once I have WinSPM up and running, how do I do a print?

Thanks.

f1
f5
Page up
f3 print
Page up
f10 ext info
enter ext number

You can pull a print of another working ext, and use the file compare feature, that will help you.

Are there any settings that I need to set in WinSPM or on the computer to get it communicating?

Thanks.

A straight thru cable will work as long as the
DB9 adapter is wired correctly. The following works
for me:
RJ45----------DB9
1 ----------- 9
2 ----------- 1
3 ----------- 4
4 ----------- 5
5 ----------- 2
6 ----------- 3
7 ----------- 6
8 ----------- 7

2400 baud

[Linked Image from netpond.com]

I was able to get the WinSPM to work (needed to make a custom cable because the adapter I have wasn't quite what was specified, but it did have the correct pins).

These are the prints from the non working extension (199, It is currently set to forward, from what I can tell, but I removed the phone number for privacy).

NOTE: "99" is correct because we have centrex lines coming into our PBX. One 9 will not work.

Quote

A Extn SS/PP Type
A 199 16/15 MLX-10D

A CTI Link : No Alarms: ACTIVE
A Pool Access :N/A
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 1
A Group Coverers : 770
A NS Groups :
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-0 - NO RESTRICTION
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : ON
A Coverage Inside : ON
A Forwarding to : 99xxxxxxx#
A Delay Forwarding : 0
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: Yes
A Trunk Transfer Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : No
A Language : English
A Authorization Code : 00000000000
A 2B Data Port : No
A Primary Ring Delay : 2
A Secondary Ring Delay: 2
A Group Cover Delay : 3
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

This is a print of a working extension (it is not currently set to forward calls, but it DOES work).

Quote

Extn SS/PP Type
A 179 8/ 7 MLX-10D

A CTI Link : No Alarms: ACTIVE
A Pool Access :N/A
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 1
A Group Coverers : 770
A NS Groups :
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-0 - NO RESTRICTION
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : ON
A Coverage Inside : ON
A Forwarding to :
A Delay Forwarding : 0
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: Yes
A Trunk Transfer Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : No
A Language : English
A Authorization Code : 00000000000
A 2B Data Port : No
A Primary Ring Delay : 2
A Secondary Ring Delay: 2
A Group Cover Delay : 3
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:

I cannot find any difference that I think would cause the issue. What happens is the phone at 199 never forwards.

I appreciate your help.

Thanks,
Danny

You're right, I can't see any difference between the two extensions either. I assume you've tried forwarding to different outside numbers? Can you forward that extension to another extension? Do you dial the double 9 when just making calls from any phone? (You could program your ARS tables to insert the 9 for you).

If you can't find the solution, you may just want to change him to another physical port, and renumber the port to his old extension number.

I figured out the issue. He hadn't had auto line selection set up. We discovered when we picked up the phone and dialed the first 9. We got a busy signal. When I setup his auto line selection it worked.

As for the second 9, it is only dialed if a person picks up the phone, and it is on an intercom button. If it defaults to an outside line, or they choose an outside line using one of the line buttons (we use MLX phones mostly), they only have to dail one 9. If they dial two when already on the outside line, they won't get whom they expect.

I don't know if that is something we can program. The users don't all use the phone the same way. Some always pick an outside line first, some always dial 99. If we did something that made one way work but not the other, then I would get all sorts of complaints about it changing.

Thanks for all your help everyone.