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Old 08-23-2017, 08:43 AM
zsirmo zsirmo is offline
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Solution Confirmed Avaya Partner ACS incoming line ringing pattern

Hi everyone,

I have an Avaya Partner ACS PBX system with six lines for our business. We have Xfinity voice as our phone service and through Xfinity voice we have call routing which when someone calls our main number, it rolls to the next available line.

Last week I changed a setting on my extension (I'm extension 10 and have the main phone at my desk) and while I was out one day the person filling in for me decided to turn my ringer off but in the process changed the sequence in which incoming calls ring.

Our phone system is programmed (and for good reasoning) as follows with the last four digits of our phone number.

8191 - line 1
8192 - line 2
8193 - line 3
8194 - line 4

Now, when someone dials 8191, line 2 is the one that rings. If they are on the phone and someone dials our main number, 8191, line 4 is the one that rings. When we pick up line 1 and 3 to dial out, it works fine. It's almost like the incoming call line sequence was changed or something but this is only for incoming calls. Automatic line selection is working fine.

Angrily told the person that made this change to never touch anything else again. I am pulling my hair out about this. It doesn't seem like a big deal but we are a funeral home with an answering service that charges us when lines are not answered.

Any help would be appreciated!
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Old 08-23-2017, 11:56 AM
thiel2 thiel2 is offline
Join Date: Apr 2013
Posts: 362
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The order of INCOMING call hunting is controlled by the phone company - and if it's Xfinity, know that they are a cable company and not a phone company. The programming in the Partner ACS can NOT affect that incoming sequence. However, the cable company phone lines often have "features" like call forward on no answer, and call forward on busy. It is possible that accidentally dialing a code on an outside line could enable or disable those features.

Couple of things to verify. At your phone, press Feature and dial 00. Press Line 1, and confirm that the display says L01. Press Line 2 and confirm that the display says L02. Line 3 says L03, and Line 4 says L04. It is possible to program lines to appear on different buttons from their default positions.

Now pick up each line and dial 1-800-444-4444. This is an MCI customer service line, but it answers and says "Our system indicates you are calling from xxx-xxx-xxxx". Make sure that the lines have the right telephone numbers on them. Since the connections on the Partner are modular, it is possible to swap the cords at the control unit and affect the order of the telephone numbers on the phones.

If everything there is square, you need to contact Xfinity to correct the incoming hunting sequence.
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acs, incoming calls, line sequence, partner

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