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Thread: Many Extension Ringing MAX is 13 not 16

  1. #1

    Default Many Extension Ringing MAX is 13 not 16

    I find that with my 5.3.27 Quadro2, when I try and set the number of phones to ring
    to more than 13 I get an error message saying that the maximum number is 16.

    This is true for each virtual extension I have tried to configure.
    The details:
    I have 16 real phone extensions
    I have 7 SIP registered incoming lines
    I want all the phones to ring when a call arrives on any of the incoming lines,
    but as soon as I try and exceed 13 phones I get the error message.

    The phones are extensions 11-20 and 51-56

    The virtual extensions used by the incoming lines are 91-97.

    Only 91-97 use many extension ringing.
    None of the extensions 11-20, 51-56 use many extension ringing .

    Is this a bug?
    David

  2. #2

    Default

    Dear David,

    I guess you try this for Quadro 2x2, for this product maximum allowed number of MER for each Extension either its a virtual or Real phone extension is 16. So it should allow you to active at once all 16 Extensions for MER.

    Thanks,

    LevonD

  3. #3

    Default

    Hmmm, Not a very helpful reply.
    I KNOW that I should be able to set all 16 to ring.
    But I cannot.
    In fact on one of my extensions, the maximum I can turn on is only 11.
    So the problem is on all my virtual extensions.
    How do I proceed?
    Here is a screenshot showing the error message when clearly I only have 10 set to ring and I tried adding an eleventh.
    https://www.dropbox.com/s/ugcm3k6fqjqmgd1/MER97.JPG
    I have tried resetting them all to zero and then adding the phones in one at a time
    but as soon as I try to add an 11th, I get the error message.
    Is there some interdependancy with some other settings somewhere?

    It is a Quadro2x
    Boot loader: 4.0.8/Release
    Firmware Version: 5.3.26/Release
    I tried enclosing the picture as a JPG, PNG, and BMP but your software said it was not a valid image file, but it is.


    David

  4. #4

    Default

    Dear David,

    I have tested it in our lab on Quadro 2x with the same firmware version 5.3.26 and I was able to enable all 16 extensions both on Real Extension and Virtual Extension.
    Could you please tell me if you have other caller id services enabled on that extension and also have you some feature licenses purchased ?

    Regards,

    LevonD

  5. #5

    Default

    Thanks for the quick response.
    I have no other caller ID services active on any extension apart from MER.
    I have the additional 8 extension feature enabled that allows me to use all 16 extensions.
    David

  6. #6

    Default

    Hi David,

    Actually you'd be able to configure 16 extensions in a single MER group, independent how many MER Groups do you have.
    Do you any other addresses in that virtual extensions(not caller ID services on "Any Addresses")?

    This is an issue which should be referred to Epygi Tech Support Department.
    Please open a support ticket, report the problem in the ticket, and attach Quadro config and logs for their investigation.
    Please note: Direct Epygi Tech Support is free only for distributor companies. Anyway, we'll not charge for this issue as this doesn't seem to be config related but mostly an internal issue.

    Thanks.

  7. #7

    Default

    I am not sure what you mean as you left the verb out of the sentence above, but all my configuring is done in the MER settings within "any addresses".

    How do I go about opening a ticket as I do not have a distributor login?
    David

  8. #8

    Default

    Dear David,

    You could submit a ticket from http://support.epygi.com . Please send us your Quadro 2x Configuration, as well as logs.

    Regards,

    LevonD

  9. #9

    Default

    I have already been there but which button do I click on to start the process?

  10. #10

    Default

    David,

    First you need to login to the support portal to be able to log a TSS ticket.
    You have an active account in Epygi support portal(with the same username "davidreddington"). So you don't need to create a new one.
    Right after loging into support suite you'll be redirected to a page where you can click "Submit a Ticket" and open a support ticket in "General" department.
    Please provide us Quadro logs as well as config back up.

    Thanks.

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