sundance-communications.com/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems STS + in skin hangups

Got a customer who's complaining that when a caller is transferred into a mailbox (correctly ?)all that the mailbox owner hears is a hangup.

I tried myself and each time it worked properly.

Yet this customer has used the system for more than a little while, and only recently has this started happening.

Doesn't seem to be when callers call in after hours, just when they're transferred in.

Any one have any thoughts ?

Is the station busy or idle? It could be the Busy greeting.

Station is idle

Ask the customer to demonstrate to you in person
how they transfer the call to voicemail box.
(play dumb)

Stand to the side of the customer and watch them make the transfer.

Do not suggest they may be doing something incorrect, but watch every key stroke they make.

You stated you could not duplicate the problem.
Let the customer duplicate it for you.

Oh, good luck

First guess is a user error. Watch them do the transfer. Would be guessing they are putting the caller on hold first.

It sounds like when they manualy transfer the line they are hanging onto the outside caller too long so the caller does not hear the mailbox greeting, and it records the hang up, also the user may have recorded "like" two seconds of silence as a greeting ( maybe the mute was on)and the outside party is confused, then hangs up. Do you here the greeting, silence or just the recorded name?