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Alarm condition is keeping phone line open
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 Posted: Saturday Oct 17th, 2009 09:12 pm
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juwi_uk
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Hi Chiu,

The subject line probably says most of it but I am recently having problems when the  alarm goes off and it dials out.

The phone line stays active and no matter how many hash keys I press as requested I dont seem to be able to break out of the dialogue with comfort and get the dial tone back.   Need to reset comfort for the dial tone to return.

I havent always had this problem so confused at how it's arrived. It couldnt be a problem with a firmware upgrade could it as that would explain it suddenly starting?

I'm on Ultra II firmware 5.166 and UCM firmware 5.178.

Regards

Julian

 

 

 

 

 



 Posted: Sunday Oct 18th, 2009 03:18 am
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slychiu
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When Comfort dials out during an alarm, the home phones are cut off for the duration of the dial out for security reasons. You cannot press # on the local phone to get back the dial tone until the call is done.
When the called party presses # to end Comfort immediately releases the line.

If the called party hangs up without pressing the # key to end, it takes longer for Comfort to end the call because there may be no indication on the phone line to tell Comfort that the user has hung up.
If the answering phone does nothing and just holds on the line, Comfort ends the call after a time-out if there are no keys pressed in the menu. However the time out runs when Comfort is waiting for a keypress and not while the voice is talking eg during the menu or event log
If Comfort detects a busy tone on the line it ends the call immediately, but some networks do not give a busy tone when the called party ends the call

I am not sure from your description what you were trying to do. It appears that you were using the house phone to end the dialout, but this is not possible as explained above. Only when Comfort has ended the call by the above means then the dial tone will be returned to the home phone. It should not require a reset but it may take some minutes depending on what the person who answers the phone does.



 Posted: Sunday Oct 18th, 2009 09:54 am
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juwi_uk
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Hi Chiu,

Thanks,  I'm being an idiot then as YES I was trying to end the call (#) via a local phone.  Now you've explained I can see the reason why that shouldnt work.

Thanks again.

Regards

Julian

 

 



 Posted: Sunday Oct 18th, 2009 10:02 am
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juwi_uk
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Hi Chiu,

One final thought though. 

The outgoing calls are dialing to our mobile phones.  What happens if this call is routed to voicemail,  is this a scenario where the call is being "answered" (to capture voicemail)  but no hash is obviously being pressed?

Regards

Julian

 

 



 Posted: Sunday Oct 18th, 2009 11:02 am
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slychiu
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In the case where the call goes to voicemail, there will be no acknowledgement ie # key or sign in, Comfort will hang up after waiting the required time and dial the next number. It will redial the same number again later and go to voicemail again

To avoid having many messages in your voicemail, you can try recording a "#" key in your greeting message.
Then again # is often used as a terminator to end the recording of a greeting message and may not be recorded.
We probably need to allow other keys to acknowledge the alarm message which can be recorded in a Voicemail greeting message



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