Two things. First, I want to think all of you here that have helped. This is the first message board I have found, and you all have been a great help. I have learned more about the phone system we have in the last couple of weeks than I did in the two years previous.

Secondly, I have been recieving a few complaints (and I have had it happen to me) about the phone ringing once, and when the user picks up the phone, they get a dial tone. We have a Merlin Legend system. Anything else you all need to know to help me, please ask.

Thanks,
Danny

phantom ring

probably a telco issue .

have you talked to them about it ?

is it behind a VM or are calls ringing in direct ?

Is it occurring only on one line? A condition referred to as ring trip on a CO line can occur causing this. You'll probably want to keep an eye on the lines and see if this condition is isolated to just one line. If so, chances are you will have a repair issue for the telco to resolve. We can step you along further once you have made this determination.

I don't think the issue is from the Telco, but I may very well be wrong. The calls are always on the inter ring, and when the Caller ID displays anything, it is often times an internal extension. It is happening to at least 3 extensions, maybe more.

I don't understand, "is it behind a VM or are calls ringing in direct?" Please fogive my ignorance, I haven't been trained in this field, just the slightly related computer networking field.

Thanks,

What they are trying to find out is if the incoming calls are answered by a live person or if an auto attendant answers the calls and people get transferred out of the VM to the extensions. If it goes through the VM it can be a whole different issue to troubleshoot.

I don't believe it goes through the voicemail. As far as I know, no one is making the call. Earlier today, I had it happen. My phone rang, it said it was ext 110 (not the voicemail), and when I picked up, I got dial tone. The other users don't pay any attention to what happens, or they don't have any clue what is going on with it (not that I have a whole lot). I am fairly sure that it isn't going through the voicemail system, but is there any way to tell?

How many times does it ring? Is it possible that your extension is forwarding somewhere or their is a coverage path where someone else is picking up the call a second before you?

On one phone it is ringing once and that is it. When it happened earlier today to me, I know that my forwarding is off, and there shouldn't be a coverage path for my extension (if I understand it). When someone dials my extension, it does not ring anywhere else. I have since talked to the person that called me. She called, let the phone ring 3 times, and hung up when I didn't answer. Except I did. When I answered I got a dial tone. The caller ID showed it was her, and she dialed my number (so the voicemail shouldn't be involved, if my understanding is correct). Based on other instances of this, I believe that it would not have rang more than just the one time.

Today, I had a similar instance occur, only I was on the other end. I called an internal extension, and it rang. The person on the other end picked up and got a busy signal, and after the normal number of rings, I got sent to voicemail. This happened twice. A third time, when I called her, she picked up and no one was there, and I got sent to her voicemail after only one ring.

Also, one time when I tried to pick up a phone call on my inter ring button, the inter voice picked up giving me dial tone.

We have a legend 7.0 10.0 pbx.

I cannot determine what is happening to your lines to which I have to leave up to the experts here to assist you with.

I can tell you what I think happened on the "A third time" issue. If her phone is on "Send Calls" and you dial her, she will hear a partial ring before it goes to voice mail. She may have quickly picked it up but the cover path already took you to voice mail. Send calls happens either intentionally when you press a dial feature code such as ours which is *3... or sometimes my system will just toss an extension on send calls all by it's self. Check that persons extension by (status station xxxx) and see if it's on send calls. Then you will need to check in your feature access codes to find out which number/symbol sequence puts a call on send calls and which number/sequence cancels send calls. This may only be one piece to your puzzle but it may help.

Rhonda,

What is "send calls" I did not find any mention of that in our system reference.

Thanks,

Send Calls is when you do not want your phone to ring the designated amount of rings but to go to your coverage path. Some coverage paths go to voicemail and some go to other extensions, hunt groups, etc. When you put your phone on send calls, your phone rings 1/2 ring and then goes to the coverage path. A person who doesn't know their phone is on send calls might try to grab it during that ring, miss the call and the caller gets voicemail or coverage. That is why I thought your #3 point was taking this direction. If you try: status station xxxx you will see if that telephone is on SAC (send all calls).

A reminder that I program a Definity and not a Merlin so I'm not sure what the features of your system are and what query options you have available to you. You could go to www.Avaya.com and look for paperwork on your particular system. Do you know if you have maintenance with Avaya or a Business Partner. Check your records for a "Sold To" number which will allow you to speak with Avaya on their suggestions.