atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems Incoming calls only hitting one operator, not two all of a sudden.

Hello,

We have a PBX Omega-Phone ADIX-M by Iwatsu for the business.

There are two operators and today as of lunch time, all the incoming calls are going to a single operator's phone. The other operator does not receive any incoming calls. It was working properly this morning so this came out of the blue. Also this hasn't ever happened before. Can anyone help me troubleshoot this? I haven't tried to reboot the system yet, something which I will most likely do tomorrow morning.

First thing to check: Is the time and date correct on anybody's phone? Has anyone tried to change the time in the last few days? Is it off on the date only, like one day ahead or behind? If the date is showing a January date, your system has defaulted and you'll need to call your vendor. Otherwisse you may need to correct your time settings.

Does the operator phone have a NIGHT button assigned? Is it lit? Change modes and try a call.

If the time and date are correct, and NIGHT mode is properly set,is the HOLD key lit up on the second operator's phone? If yes, the phone is in Do Not Disturb mode and no ringing will be heard. Press the HOLD key to turn off DND. Try making an incoming call. If things are back to normal, good job. If not, call your vendor.

Hold off on rebooting the system until you talk to your vendor.

Hello JBean!

Thanks for your suggestions. The time is true and nobody has tried to change it recently.

I'm looking into if night mode may have been accidentally set.

The strange thing is that the operator can outdial, receive incoming and outgoing extension dials. She can even pickup the call ringing on the other operator's phone if she presses a combination of buttons.

Update: Incoming DID calls are hitting the switchport and not the extension they are supposed to reach.

Could be a problem with the programming for your incoming circuit or a problem that the carrier is having. This really requires a visit from your vendor.