atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems Extension does not ring.

I have a problem that I suspect may have an easy fix. We have an extension that does not ring when called from the outside. The call does not go to voice mail nor does the call connect when the receiver is pickup during the call attempt. Internal calls to this extension work normally. I’m a novice with the ADIX programmer so any advice or clues on were to start looking would be greatly appreciated.

Turn on the c.o audible for that extension! I'd point you to the right place, but it's been 6 years and who knows how many upgrades since I touched an ADIX. John C. (Not Garand)

Didn't anyone tell you that nothing is ever simple?
Which ADIX system are you working with?
Did this phone used to ring, or is it a recent addition?
Do incoming calls ring a group, or are they directed to specific extensions either through the Auto Attendant or DIDs?
Have you checked that the CFWD destination is set to the voicemail access number?
When you lift the receiver to attempt to pickup a call, what DOES happen? Does the incoming call show in the display?

Some more information would help in trying to diagnose the cause of your problem.

Thanks for the quick response. The type of system is an ADIX-APS Version 8. The phone has been fine and has been in service for some time. Incoming calls are directed to extensions through DIDs. The Call FWD destination on that extension is set to the VM access number. When the receiver is picked up during the call I get a dial tone and the incoming call does not appear in the display (I should have mentioned before that I can make calls out from this phone just fine). Thanks again for your help.

Have you swapped the phone with a known good, working phone? It doesn't really sound like a phone issue, but I've seen stranger things.

Is manual call forwarding for external calls set to another location on the phone?

If none of that is the issue, I'd be needing to look at your programming which gets into the arena of needing professional technical assistance. However, someone else here may have a more readily available answer!

You display get what information send through Class 4 [45-64], check these configuration to see where the 2nd display in progrss will be showing. this will give options for the top and bottom of phone display.

you have this going directly to one extension not a hunt group, right. If this is set to a hunt group and you are on the phone your phone will not ring. check the DID for that line and see what it is set for.

I hope this helps.

Thanks guys
I haven't swapped the phone out. I figured that would be to easy. I suppose I should have tried that before I posted here. The call is not going to a hunt group and manual call forwarding is not set on the phone.

Hmm. If incoming calls don't go to the troubled extension, where do they go? If they end up at the attendant, that points to a programming problem in the DID tables. WHICH tables depends on how the DIDs are coming in. If calls to this extension just ring forever, it could be a problem with your provider.

Verify the extension number at this phone, either by calling a display phone in the system, or when idle with the handset in the cradle, dialing FEAT 99. The display will show the assigned extension number. If all this is correct, there is an issue with DID programming or, possibly with your DID provider. The best way to tell is to get your dealer onsite to check it out.