7940/60 phone rings only once before forward

[David Wolgast]

Admin Assistant (7960) and Director (7940) have director's primary line shared.

With Assistant on the phone (asst's primary line), call comes in to director's primary line. Director reports that call rings once, then disappears.

CCM SDI traces show that CallManager 3.3(3)sp4a attempted to ring the director's line 3 times, then did CFNA to voicemail. The CFNA timeout is set to 12 seconds in CCM Service Parameters.

Additionally, Director's primary line has Call Waiting set to 'Off' and Ring Setting Busy set to 'Flash Only.'

Any ideas as to what we're experiencing?

Thanks!

Dave Wolgast

HealthNow New York Inc.

[David Wolgast]

UPDATE!

This has also happened while the assistant was NOT on the phone.

[jrezab]

How about this.. The director's phone is really off hook becuase the little plastic clip keeps the receiver from going on hook. So his primary line is busy, the single ring you are getting is call coming in on secondary line (ring once on non-idle phone setting).

[dweiner]

But he states that when busy the phone should "Flash Only". Also, if the receiver is stuck on the lock tab the phone would go "on hook" automatically after 50 seconds. I'm wondering what the "(Phone Idle)" ring setting is. It doesn't matter if the attendant has a shared DN or not, it's the _phone_ itself that needs to be busy on a call. Of course if there's no call waiting, as stated, and someone is on that line, shared or not the call should forward on busy.

Another thing to check would be any other lines on the phone the primary DN might be forwarded to. Could a second DN have "Ring Once" set so if the attendant is on the primary he gets a single ring b/c the call forwarded to his second line? I'd check all DNs on the phone for the "Ring Once" setting for "(Phone Idle)". The manager could even have set this him/herself through the user page if you have the Enterprise Parameter ""Show Ring Settings" set to "True".

[David Wolgast]

The Director's primary DN appears on three phones. Line 1 on her (the director's) phone, line 4 on the Admin Asst's phone, and line 2 on the mail room phone (admin asst spends quite a bit of time there in her duties).

Currently, CFB on the director's DN is set for the Admin asst's primary DN. CFNA is set to go to Unity.

On the Admin's phone, the DN's Phone Idle is default (Ring), Phone Active is Default (Beep). On the Director's phone, Idle is set for default (ring) and active is set to default (beep). On the Mail Room phone, the DN is set idle to default (Ring) and active to default (beep).

No phone at this location is set for 'Ring Once.'

Show Ring Settings is False on the Enterprise Params page, and the option does not appear on user pages.

Thanks much for taking your time to think about this!!

Dave Wolgast

HealthNow New York Inc

[erik.stillman]

That worked for me - it solved the problem of Line 1 being constantly engaged or busy. I changed the Phone Idle from "System Default" to "Ring" -- not sure why this is required b/c all other lines are set to system default too.

What exactly does Phone Idle mean in this sense?

Thank you,

Erik

[David Wolgast]

"Phone Idle" means that there are no active calls on this phone (on any DN).