atcomsystems.ca/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Call forward no answer timer - 3300

Still on my never-ending mission to completely screw up this thing...

Long story short, we originally had our CFNA timers set to 16/17 seconds (default?) so that if a call was forwarded to a cell or home phone, the system would pull it back before the cell or home phone answering machine/voicemail would pick up.

Recently this was changed at the request of one of our owners so that the cell voicemail WOULD pick up, so I increased CFNA timer to 25.

Eventually myself and the rest of the crowd thought that was a bad move. Now, we decided to change it back, which works, but when I call a forwarded phone from inside the office, it still gets to the cell vm no matter what.

I've changed the CFNA timers for IP phones (all 5340s), PRI Trunks, Consoles, and Voicemail.

Is there a different timer or COS I should look at? All other paths work correctly (call from outside to forwarded phone, call from outside to voicemail and press 2 for cell...outside call to console then forwarded, etc).

I am assuming you do not have split call forwarding enabled.

Dane, you may have something there.
Go to the maintenance screen and under commands type "locate feature extension xxx".
This will show you if the user has enabled something like call forward always...

Dave

I think it might be some kind of supervised versus non supervised transfer issue.

Are you using mobile extension for this type of operation?

We have mobile extension but it isn't enabled. I'll check the other stuff tomorrow and report back.

Look into mobile extension for those mobile users. Rings both cell and desk phone, call can be answered at either. Cell phone can transfer caller back to an internal extension.

Here's the update...

IP Device ID: 59
Circuit Location : 1 3 1 59 1
Extension : 6467
Active Features :
Call Forward Always: 2x7x7x4x74
Phone Lock: UnLocked
MAC Address : 08:xx:xx:xx:55:44

(FYI - edited out private info hence the x's)

I think this is definitely supervised/unsupervised issue - when I call his phone and it's forwarded, I don't get his name on my display, which tells me its just sending it like a normal external call (like a speedcall).

Any ideas on how to turn this off or change it would be appreciated...also have a call into our vendor but they're not responding well.

Have you looked at your No Answer Recall Timer? The CFNA timer is only how long it rings at the phone before it it sent off to the forward destination. The NART determines how long it stays at that destination before the system recall it.

Thats set to 180..I thought about cutting that down but I know it has to be higher than CFNA.

How about the timer in the COS of the trunks?

Not sure I understand...
The "locate feature" response showed that the phone was call fwd always to an outside number.
So, in that condition, the system will always pick up an outside line and dial that number. Never would the internal vmail pick up.
Am I missing something? ;>)

Dave

Correct, the phone is forwarded. If you call that forwarded phone from an outside line, it will call that number and ring until the CFNA (call forward no answer) timer kicks in and pulls the call back to the call routing alternate destination which is voicemail. My problem is that calling from outside works as expected, calling from inside doesn't.

I don't believe a DID call would follow the reroute scenario, just one transferred via auto attendant.

If the phone is forwarded/rerouted in a no answer condition then the CFNA timer determines when the call gets forwarded. If you have a Call Reroute 2nd programmed then the Answer Plus rerout timer determines when the call routes to that destination. If that timer in the phones COS is 0 then the system reroute timer controls when the call routes to the 2nd destination. Again, you have to check the options in all of the devices involved, phones and trunks.

pm sent

It actually does - on the 5340 phones you turn on call forwarding, and there's a list of profiles you can pre-set if you want several call-forward destinations (you can only use one at a time).

So at my phone, I turned on call forwarding and set it to my cell phone.

Someone calls me from outside the office - it rings my cell 3 times (as a supervised transfer), then pulls back to our Mitel voicemail. Thats working perfectly, and adjusting the CFNA timer adjusts how long the system calls that outside line before it pulls back. Therefore we adjust the CFNA timer to pull back before the cell phone voicemail picks up.

Now, when someone calls me by dialing my extension, it goes straight to my cell phone and subsequently the cell voicemail. I *believe* this is happening because the system knows the phone is forwarded and therefore has the originator calling the cell directly, like a speedcall.

I believe transferred calls do not get treated that way.

I just want it to be consistent - if a phone is forwarded, I want the forwarding behavior to be the same across the board, whether its transferred, a direct DID call, autoattendant, console, or an internal call.

I don't know but this seems like one of those "the phone system is too smart for it's own good" kinda thing.

You're auto-attendant is doing a SUPERVISED transfer. It's waiting to see if there's an answer, then pulling back, and putting the call into your voice mailbox. The auto attendant has no idea where the call is ringing. It doesn't care. It's just waiting for the timer to expire, before doing it's job.
If the auto-attendant was doing an UNsupervised transfer, there'd be no way for it to bring the call back.
You're mixing apples, and coconuts, when you're talking about transfers and forwarding.

After fifty5's last post I went back and looked at this thread. I may have missed it, but I can't find anywhere where it says the outside calls are being answered by an auto-attendant, but it seems that would seem to be the logical assumption here. However I wonder it that is what is happening. Are the outside calls being answered by an auto-attendant?

It seems to me the way to make this work with what you have is to have people program a single digit on their mailbox to dial their cell ("to try to reach me on my cell press 1").
people have a great tool with the voice mail to inform people of what they are doing and when they will be back but most people don't take the 15 or 20 seconds to record their greeting in the morning and at night. Just lazy

Vendor show up out of nowhere and did a long convoluted call into Mitel to figure this out. Turns out a COS option of "Suppress CCM for ISDN" (whatever that means?!?) was the option to enable to fix the problem. Apparently it affects the behavior of certain call routes, even the explanation in help was a bit convoluted.

It now works as prescribed!

Thanks for letting us know - I have never run ito that.

Learn something new, I had to look it up.

CCM = Call Connect Message, in response to the CO’s Call Progress Message…

From the Knowledge Base (just put in CCM)

How to pull external forwarded call back to internal VM

“Without this option, T1 trunks and/or internal extensions will not be able to reroute the call back to the internal answer point once the call has been forwarded externally.”