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  • 1.  Calls to main line connecting to random external phone

    Posted 09-30-2016 11:15 AM

    Hello everyone!  I've got a strange issue that many searches haven't revealed an answer for.  

    I'm running an Avaya Definity G3 with Communication Manager 

    For some external calls to my organization's main number, the call is connected to some other external number.  For example, I had a call to the main number connected to my personal cell phone number.  The caller had apparently not talked to anyone in my organization yet - so it wasn't a transfer.  Today I learned that this had happened again, but calls were being sent to a private individual this time.  Not all calls are sent to his phone, and it seems like they are not even grouped together - they occurred randomly over the space of a week.  We were still receiving calls as well during this period.

    My first thought was that the system was set to forward calls, possibly from some station.  Looking with the 'list call-forwarding' command I found nothing out of the ordinary.  I've also started investigating my Avaya 302D attendant console, but haven't found anything that jumps out at me.

    Where could I look to find the root of this issue?

     



  • 2.  RE: Calls to main line connecting to random external phone

    Posted 09-30-2016 11:53 AM

    Good afternoon Sean.

    I would have suggested looking at the off-pbx-telephone settings to see if someone had EC500 configured. But due to the ramdom nature, this would likely won't be the case.


    Can you trace the calls and see if you can replicate it?

    -Daniel



  • 3.  RE: Calls to main line connecting to random external phone

    Posted 09-30-2016 01:02 PM

    Looking at the EC500 options you suggested - I don't see anything filled in here.  Nothing in the station mappings.

    Since the abnormal behavior of the system is so random, I'm not sure yet how to trigger it.  If I call the main number then I'm always put in touch with the PBX operator, like I would expect.  I assume that means that I'll see normal activity in the trace too.

    The individual that I mentioned hasn't been a client of my organization before, though I can't say that he's never called us from his phone that is now receiving our calls randomly.  Is it possible that his phone number was selected by the system somehow to route main line calls to randomly (or by the random action of a user at the attendant console)?



  • 4.  RE: Calls to main line connecting to random external phone

    Posted 10-12-2016 10:42 AM

    What kind of incoming trunk? 



  • 5.  RE: Calls to main line connecting to random external phone

    Posted 10-12-2016 12:24 PM

    I'm not entirely sure what you mean as I don't work with pbx all that often.

    I have 3 trunks, 2 are ISDN and 1 is type CO.  All three are two-way.



  • 6.  RE: Calls to main line connecting to random external phone

    Posted 10-12-2016 12:36 PM

    It would be very helpful to find out what trunk(s) are being used when these random calls occur.  Do you have a call accounting application or some other reporting device that can give you that historical information?



  • 7.  RE: Calls to main line connecting to random external phone

    Posted 10-13-2016 06:20 AM

    I do have a call accounting application, but it only tracks outward directed calls.  Do you think that the call would show up as an outward call?

    Is there any other way for me to identify the trunk used?



  • 8.  RE: Calls to main line connecting to random external phone

    Posted 10-14-2016 05:48 AM

    Finding the source of the outbound call could give you a hint into the incoming source, so certainly pull those outbound call records. 

    Do all of your outbound calls display the same caller id information?  If not, finding out what is showing on the caller ID of that outbound call may also give you a clue.

    If the system appears to be consistently sending calls to that same outside number, perhaps changing the route on that outbound call is in order.  If you send that call to a temporary station a quick station status would show what the call is connected to.

    Just some thoughts.



  • 9.  RE: Calls to main line connecting to random external phone

    Posted 10-14-2016 08:00 AM

    Ok, I will definitely look at the call accounting next time to see if any more information can be gleaned.  The logs of the last occurance are long gone.

    All of my outbound calls do have the same caller ID.

     

    It seems all I can do is wait to try an catch the problem in the act when it happens next.