1. Two Phone
Extension Numbers Hunting Together
Karan says the to
extensions can be blocked from hunting together
Will confirm with
Katrina that hunting is occurring
2. Lack of "Call
The Call Assistant
screen shows the callerID
IdentaPop Pro works with Allworx & can
auto-pop onto computer screen the callID
3. Other employees
know each other's "Private Extension Numbers"
private extension numbers & don't let each other
know what they are & don't allow employees to
access Call Manager or Call Assistant
4. Other Office's
Can't Distinguish Outside Calls from Borton Calls
This will resolve
after all offices are "on net" & all inter office
calls are 4-digit extension calls
5. Appearance of
User's "Private Extension" on Call Assistant
6. Incoming Intercom
Call Interrupting Existing Call
Confirm this is
auto answer (option h). Ask Allworx if it can be
set to auto disable only if "off hook"
Extension Call Interrupting Existing Call
Disable ringing to
second call if "off hook"
8. No NEC "#"
Requires Internal Caller to leave VM
Use internal IM to
have other call you back?
Staff Lacks Understanding About what Phones
Can & Can't Do
follow-up Allworx training with staff
Some Users Request Different Ring-Tones
be done by the administrator to one of
Status Not Shown for Receptionists on Call Assistant
receptionists "Call Manager"
presences indicated by "DND"?
Assistant Shows Too Many Unwanted Extensions
this can not be changed. Perhaps on new
release when it shows all locations
Re-Organizing Call Assistant Tabs (so "calls" is
next to "directory")
this can not be done
n. "Is Allworx Login Name"
Customizable? - Katrina does not like the
FirstnameLastinitial that was chosen as all
their other userIDs are firstinitiallastname. Is
this changable? Can the other Borton locations
be different? I will ask Allworx.
o. "Disable Dial-Pad
Pop-up?" on Call Assistant Issue - The
receptionist Joyce noticed that when she was
dialing a user's number the "dial pad" would
pop-up on the Call Assistant screen and prevent
here from scrolling on the directory and she had
to constantly click the "x" to close the
dial-pad pop-up to complete here reception call
transfers. I will ask Allworx.
No. Designed to be all CA
or not. Use headset.
p. "Name Caller ID?" Issue
- The attorneys asked if the outbound or inbound
caller ID on the call history/detail in Call
Assistant can be appended with the name
associated with the numberic caller ID. If the
number is associated with a name in MS Outlook
or the Allworx system speed dial would that do
it? No. But this can be
done with IdentaPop
q. "VM to Email" Issue
- An attorney wanted to know how to get a VM WAV
file emailed to him and/or some other VM alert
emailed to him when he got an email. He aslo
wanted additional info about any 3rd party VM to
text services I know of. I will ask & follow up. Who made
the inquiry? Yes.
r. "Auto Release From
Hold" Issue - Angie stated the
receptionists were accidentally disconnecting
callers on hold when cradling and picking up the
handset after transfering one caller. It is
determined that the "auto release from hold" can
be disabled. this is user programmable "option
o" on page 20 of the phone guide. This option
can and should be disabled to eliminate this
problem for the receptionists.
s. "Intercom Breaks up
Existing Speakerphone Call" Issue - When
a user is using the speakerphone during a call,
the call is made unintelligible by the "intercom
alert" that rings just prior to an intercom call
that comes in. I will ask Allworx about this.
t. "No Call Screen Option
for Direct dialed Calls" Issue - This
feature was highly valued on their previous
phone system. I will inquire as to whether it
will be available on future Allworx software
u. "Dialtone Hangups in VM"
Issue - Users are reporting multiple
instances of VM messages consisting of nothing
but dialtone as if the caller decided to hang up
instead of leaving a message. this is very
annoying to the users. It is suspected (based on
comments made by Steve Anderson) that the
building temporary dial tone does not have
strong supervision to the point where calls are
promptly disconnected after a caller hangs up. I
will ask users if this problem persists after
switching to the TPAC PRI.
v. "Max Number of Parked
Calls" Available? - A total of nine
simultaneous calls can be parked at once in
slots 701 through 709.
w. "Compatible Headsets?"
- Katrina wants to know what headsets are
recommended to go with the reception phone. I
will ask Allworx about this.
We experienced another issue today with the
telephones. When someone is on the telephone on
speaker the Intercom call "busts" into the
phonecall then the person is stuck with a caller
on the telephone and then the caller on the
Intercom. This happened with two different
people today. Is there a way to demote the
Intercom so the phonecall has priority? Please
let me know if you need any further information.
I'll add it to the list. I think the best
immediate resolution would be to disable "option
h" on page 19 which is "Intercom Auto Answer"
for those people who use their speaker phone for
With option h disabled, the intercom call would
still ring in but would only get answered, I
believe, if the user put the speakerphone call
on hold and then picked up the intercom call.
With option h disabled the intercom call would
not automatically get answered by the speaker.
Let me know if you think this will solve the
Actually, what was bothering the staff was the
"beep beep beep" the Intercom call was making.
Also, this particular disable (Intercom Auto
Answer) causes no Intercom voice announce even
when you are NOT on the phone. That will not
work with the receptionists as well as everytime
receptionist try to announce a call, the user
has to hit the Intercom button all day.
We set the phones to flash the Intercom when
they are on the phone (no "beep beep beep") and
re-enabled the Intercom Auto Answer for voice
announce. This should be a suitable compromise
I hope. I appreciate your prompt reply and your
Hope this day finds you well. I have a question
about redial. Redial gets you the last call you
made, but in our old system there was a button
that stored the last five numbers you dialed and
you would pick which one of the five numbers you
wanted and hit pound and it would dial that
For a minute today I had my Calls button
available, but now that my phone is clear of
calls, my Calls button is unavailable. I found
in my Calls button area I could redial different
numbers from there. So another question would
be do we never clear the calls that are stored
in the Calls area to have functionality to
redial more than one number? Any assistance you
could provide would be greatly appreciated.
TelePacific (TPAC) Installation Status
The PRI & Dedicated Internet Access (DIA) T1s
are partially installed. An off-site "vendor
meet" between TPAC & AT&T is scheduled for
today. Once that meet takes place (and the T1s
are fixed), it is assumed that TPAC will come
back to the Borton office and confirm the PRI
& DIA is working to your IT room. The name of
the senior TPAC installer from yesterday was
Ty. His cell number is 661-335-2086. Ty said
the PRI will come out of the TPAC device from
the connection marked "T1 0/4" and the DIA
from the connection marked "Ethernet 01".
TPAC reports that the 3.0 MPLS connection will
be delivered next week.
TPAC reports that the TPAC POTs lines that
will replace the temporary building POTs lines
you now have for the fax lines. Matt & Jessica
were discussing the exact count of the TPAC
POTs lines. The following is the list I was
a. 5 fax lines (one eachto replace
HR/322-6467, admin/322-4959 and a new fax line
for outgoing faxes)
b. 1 alarm line
c. 1 "911" line to go into the Allworx for
Once these TPAC POTs lines are in place then
the temporary building POTs lines for faxes
(616-0288, 0289 & 0290) can be cancelled.
Jessica reports that the official "port" of
the old AT&T number that will be kept (when
the number tranfer from AT&T to TPAC and they
are no longer "forwarded") will take place
next week. I believe this is mostly an
invisible process but Jessica will let you
know what you need to know. I believe the
following numbers are being ported but Jessica
will need to confirm this with you.
a. 661-322-4628, your main number.
Our main number is 661-322-3051. The
number you listed is our fax number.
b. 661-395-6700, your "back line" number.
Currently this number is ringing unanswered
because it is no longer connected to the NEC.
Because it was a AT&T "DID" number it is not
possible to put call forwarding on it. Once it
is ported, I believe Steve Anderson will be
able to direct Matt to "point" it directly at
the Allworx auto-attendent.
c. 661-322-4628, main incoming fax. Currently
pointed at temporary building POTs line
661-616-0288 on data port 127.
d. 661-322-4231, accounting fax. Currently
pointed at temporary building POTs line
661-616-0289 on data port 130.
e. 661-322-6467, HR fax. Currently pointed at
temporary building POTs line 661-616-0290 on
data port 131.
f. 661-322-4959, admin fax. Currently pointed
at temporary building POTs line 661-616-0290
on data port 131. There was a discussion
between myself and Matt that once this port
happened and the number was attached to an
actual TPAC POTs line it would be connected to
the fax machine in Carrie's office.
g. 616-322-4664, was a fax line but Katrina
said it would not be used and could be a spare.
Matt said this ported line would likely be used
for the outbound fax machine over data port 128.
Correct--can be used for new outgoing fax.
h. 616-322-9035, was a fax line but Katrina said
it would not be used and could be a spare. Matt
said this ported line would likely be used for
the alarm line. This
line can be used for the alarm line.
Other than these 8 POTs lines to be ported to
TPAC from AT&T I believe one additional POTs
line has or needs to be ordered from TPAC to
be the "911" backup analogu line in the
Allworx. This POTs/port information may be
superceded by direct conversations between
Matt and essica that I was not privy to.
Allworx Installation Status
The Allworx is currently working with 9
temporary POTs lines from the building. The
main Borton number 661-322-3051 is call
forwarded to the temporary main hunt number
661-616-0291. the max number is incoming calls
that can be received is 9. The max number of
outbound calls that can be made is 3. The 9
POTs lines from the building connected to the
Allworx, in order, are: 616-0292, 0311, 0294,
0299, 0306, 0307, 0308, 0309 &0310. (The pilot
number 661-616-0291 is a "phantom" building
number that actually points to 661-616-0292).
Once TPAC confims the PRI is operating
properly, Steve Anderson and Matt need to
communicate on the phone to make sure any
necessary Allworx system programming changes
to confirm that all 23 PRI talk paths ae
available for both incoming and outgoing
calls. I assume Jessica will co-ordinate the
communications between Steve & Matt.
Once the PRI is determined to be working
properly in the Allworx Steve will likely
direct Matt to remove 8 of the 9 temporary
building POTs lines from the Allworx. (One
POTs line should stay in the Allworx for the
"911" backup line until the TPAC "911" POTs
line shows up to take its place.) Please have
Matt set the loaned Allworx analogue expansion
unit safely aside for return to ATEL along
with the NEC unit.
1. When dialing an extension number, the phone rings even if
the person is on the other line and too many times. I know we can shorten the
number of rings and have the second line flash, but if the other line flashes,
it only flashes and never rings even if you aren't on the other line;so if you
are not looking at your phone, you miss that call. If the person doesn't
answer, we are required to leave a message in the voice mail which the
individual then must retrieve and listen to. This is time consuming for both
the caller and the person being called when calling internally. When calling
each other on our NEC phones, we could simply hit the # key and it would leave a
call back number on the screen--fast and easy. We understand that we can call
and hang up and our extension will be in the call list, IF we think to look
there for missed calls.
2. Calls made to extensions via the intercom button come through even if the
caller is on the phone, so the person calling on the intercom can hear the
individual's phone calls. This is rude, inappropriate when calling people in
Human Resources, partners or other management personnel, and will be a real
problem when 135 people are using the intercom to call each other statewide [OMG!].
Can this be changed or disabled? This makes call transferring easier for
receptionists rather than transferring twice or parking, but creates the same
problem for the person being called.
Disable intercom auto answer (option h). Ask Allworx if it
can be set to auto disable if off hook.
3. Not having call screening is a real problem on calls from outside the
Firm. We were totally unaware that there was no call screening. We printed
business cards with "direct line" extensions before we moved [planning ahead].
That means clients and anyone else provided a card can call and we would not
know who was calling without looking at the screen--if they have caller ID.
Without looking at the screen, there is no way to tell whether the call is an
internal or external call. The Redlands office was complaining after the phones
were installed that they didn't know if the calls were internal or external, but
we didn't understand. Now we know. When the Bakersfield backline number
[661-395-6700] is ported next week, our attorneys here are going to be very
upset. I will be meeting with them tomorrow to prepare them. The only
workaround we know is to change the published extension numbers and instruct our
staff to call the number ID'd on the phones as the "private line" when calling
internally, so we will know immediately if the call is internal or external.
This extension number needs to be renamed--assume we can do that on the
console. We must be able to manage our calls/time and not let callers manage
our time. This is especially important for attorneys who may be on a critical
project, and then get calls from sales people, other attorneys, etc.
Caller ID to pop on computer screen using TAPI? When all
offices on-net & dialing 4-digit extensions then they will know if "internal
4. The call assistant was also a rude awakening because it allows everyone to
see who everyone else is talking to. Which means staff can see who management
is talking to, who partners are talking to, monitor their calls, etc.
Absolutely NOT good. The work around is the call manager [I hope I have the 2
straight] although the call assistant was already trained and installed for some
the attorneys. We have now had to uninstall and install call manager.
Need another in office training on phones & call assistant
& then create robust training video for other offices.
Before we deploy any other offices, we need to have a better understanding of
how the phones operate, how we use them internally statewide, who has rights to
do what, and give proper training and instructions in advance. You must
remember that we had a brief demonstration of the phones months before they were
finally purchased and installed, and the brochure doesn't show how they actually
work--just gives functions.
All of this being said, understand that we know Atel has worked very hard and
has unexpected expenses for the Bakersfield installation. We, too, have
suffered because the installation did not go as planned and also have additional
expenses, including additional expense for phone and MPLS network from what was
originally proposed and accepted. We believe, however, that most if not all of
this could have been avoided by better communication, better understanding of
the phone operation and programming, and ordering our installation before the
last day, which gave us absolutely no breathing room for the problems we