Topic: Iwatsu Phone lines locking Please Help

[mmahoney707]

So i Work for a small  doctors office  with 14 lines we just recently upgraded our card  to a IX-CFMU i guess it was a replacement compact flash for the IX-CCSU and added the 2 extra lines with a Ix-408 so if need be can add more than the 2 with upgrading we ran into some problems. I don't know if anyone would be able to fix this but our phones keep locking up as in the phones will not hang up if a patient is on hold and they hang up the call will not hang up it remains lit. Until we restart the system and its an everyday thing. I was wondering if its something with the new system we just recently had. Also at night we have an answering service in case out patients have issues they can press "0" and a operator can have the line forwarded to a Dr. but now when they try to do that all patient hear after dialing"0" is a horrible fax sound and cannot reach a Dr. and when they hang up it will lock the line as well by the time we get in in the morning all the lines are locked and with all lines being locked Pt cant even get through to leave a message all they get is a busy signal and so the issue is pretty big and interfering with Patient care.The only way temporary way we found to fix it is to reset the phone server. So if any one has heard of this or has any help with it would be greatly appreciated!

MM

[Keighlar]

Have you also changed your telephone service carrier?  Or did they change something when adding new lines?  What your describing sounds like you are not getting a disconnect signal from the carrier's end and that should be reported to them.  

I'm not certain if this would be affecting the dial 0 option.  It sounds like dial 0 rings a phone and then that person manually forwards their phone to an offsite number?  Is the forwarding number correct?

[mmahoney707]

We Have not changed our carrier and we have reported it to both companies that provide our service and equipment and they are each blaming each other for the problem. We have checked the forwarding phone line to to Vm and the number is correct. and the sound we are hearing is almost like a fax sound.

[Keighlar]

Ask your phone carrier specifically about "Disconnect Supervision" or "CPC (Calling Party Control)."  You may need to talk to more than one tech before you get someone that understands what you mean.  Disconnect Supervision sends a signal to the system that let's it know when the person who called in has hung up the phone.  It sounds like that is either not being sent, or it's being sent incorrectly.