IP Office Troubleshooting
Incoming Calls Connected Together
Issue
Incoming calls are connected together.
Actions
To resolve this issue, call routing related settings and the key presses performed by users while transferring the incoming calls should be checked.
I. Check with the users transferring the incoming calls that they are transferring the calls to the right extension number and performing the hold properly.
II. If the problem occurs in relation to an incoming call without any transfers being performed, check the incoming call route for the number being dialed.
PROCEDURE
To check the incoming call route:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Incoming Call Route and double-click the call route in question.
3. On the configuration window for that incoming call route, check the Destination field to verify that the call is being routed to the correct destination. Make sure the call is NOT being routed to a conference short code or Voicemail Pro conference module.
4. Click OK.
5. If any configuration changes have been made, click OK and then to save the changes.
III. If the problem occurs after a transfer has been performed via a 4450 DSS console, it is most likely caused by the first transfer not being completed (the transfer destination is busy or has not answered the call) and the user of the 4450 DSS console transfers a second call. In this
scenario, the two transferred calls are connected together.
IV. Also check with the Central Office/Network Provider that they are not experiencing any issues on the lines.
V. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
Monitor to ensure that the problem is resolved. \
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