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BCM400 when call forward set on an extension receptionist gets Restricted alert on display

Posted on 2013-01-17
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Last Modified: 2013-03-04
Hi,
I have an employee that uses Feature 4 to set call forward to her cell phone. When a call comes into the receptionist for that extension, the receptionist tries to pass the caller to her extension hoping the system will forward the call to her cell phone but the receptionist gets an alert on her display showing "Restricted". If internal people try calling her extension the calls go to her cell phone as expected.

So why does the receptionist get "Restricted" when trying to pass external calls to her extension?

We are using a BCM 400 Ver 4.0.2.03. and the extension is using a T7316E handset. The call forward # is a local cell phone number.

Thanks
Steve
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Question by:Steviek411
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10 Comments
 
LVL 17

Expert Comment

by:JRSCGI
ID: 38789294
Is the receptionist restricted from dialing certain types of calls?  For example, if the receptionist attempted to transfer the call directly to the cell phone number, would it go through?  

Is the employee forwarding a DID number or an internal extension only?  

Are your telephone lines provided by an ISDN-PRI?
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LVL 1

Author Comment

by:Steviek411
ID: 38789328
Hi. Thanks for you help.

No the receptionist is not restricted from dialing any calls. She has buttons setup to forward the calls to peoples cell phone when she needs them and she can pass the calls that way just fine.

I didnt know the employee could forward DID seperately from internal extensions. She just presses Feature 4 and enters in 9 + her cell number.

Our telephone lines are provided by a megalink so yes it's ISDN-PRI (I think they are the same thing)
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LVL 17

Expert Comment

by:JRSCGI
ID: 38789393
If she has forwarded, does a call from the outside to the DID number forward to her cell?  Or do only internal calls forward?

There are some configuration settings on PRI lines that will "prevent" an inbound call to immediately forward back out on the same PRI.  We had that problem in our own office and had to fix it to get forwards to work (internal would work but outside would not).
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LVL 17

Expert Comment

by:JRSCGI
ID: 38789396
Also, can the receptionist dial the employee's number and have it forward?  In other words, it only fails on transfers?
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LVL 1

Author Comment

by:Steviek411
ID: 38789557
Hi,

Yes the call from outside to the DID number worked as well as internal calls.
When the receptionist tries to dial the employee line to have it forward it also fails.

Is sounds exactly like what you said. It may be the PRI lines. Do you contact your PRI provider or is it something within BCM to fix this?

Thanks!
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LVL 17

Expert Comment

by:JRSCGI
ID: 38789621
If the call from outside to the DID works, then it is probably not the carrier issue we dealt with - it would fail on any and all outside call coming in and forwarding immediately back out.  Given the disply show "restricted" and only the receptionist phone can not make these calls, I suspect there is a setting that prevents the receptionist phone from following an external call forward. The restriction filters can be fairly specific and detailed in the BCM - do you know how to check them?
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LVL 1

Author Comment

by:Steviek411
ID: 38793869
I've tried using Avaya Business Element Manager to find the settings. I go to Lines and bring up the lines that are on the receptionist phone. I see Restrictions but I don't see anything that jumps out that would explain why she can't forward the call. Would you know what I should be looking for?
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LVL 17

Accepted Solution

by:
JRSCGI earned 2000 total points
ID: 38794960
Look at slide 116 + - of the attached - does this help?
http://pbxbook.com/bcm/inst_maint_class.pdf
or perhaps better, check the attached, beginning with page 46 and then go to chapter 16.
BCM-EE-Feature-Programming-Telep.pdf
0
 
LVL 1

Author Comment

by:Steviek411
ID: 38815603
Sorry for the delay in this. I've been really swamped. I will have time to look at this tomorrow.
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LVL 1

Author Comment

by:Steviek411
ID: 38951012
I removed all of the restrictions on her Phone and it is working now. Thanks JRSCGI!
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