sundance-communications.com/forum Forums TDM Business Telephone Systems NEC Telephones & Systems Call transfer using hold button?

Hi All,

New to the forum and new to the world of NEC and was after a little help if possible?

iv recently taken over a site supported by an engineer who's no longer with the company, the site in question up until a year ago had an NEC Aspire but upgraded to an NEC SV8100 after the Aspire was weather damaged. The customer has reported a fault of ALL users NOT being able to transfer calls so i attended site to see what the cause could be. i made some test calls and transfered all calls perfectly using the method of:

transfer button, dial required extension number, announce call, hang up.....call transfers everytime...all ok so far!

spoke with customer and explained my findings to which she replied "NO, we don't use the transfer button to transfer, we use the HOLD button"

She then proceeded to go through the process which was exactly the same as what id been doing but using the HOLD button instead of the TRANSFER button?
When we tried to transfer a call using the HOLD button the call is placed on HOLD and you cannot then transfer it and have to wait until the HOLD recall timer expires (which is what i expected)

I have checked the HOLD TYPE in key programming and the HOLD TYPE is set as "Normal", the customer is not using "Exclusive" or "HOLD PARK"???

I did query it with the customer but she is adamant that this is how they transfer and have done for the past 3 years as this is how it was also set up on the old Aspire system.

I have been really struggling with this and cannot find anything that supports the idea of using the HOLD button as a TRANSFER.

Appologies for the long winded question but wanted to give as much info as i can, if anyone can be of assistance it would be very much appreciated.

Thanks muchly

HM

Well, there are two ways to resolve this straightaway:

1. The honest way, which is to retrain the user.
2. The sneaky way, which is to reprogram her "Hold" button as a "Transfer" button.

That's the way it worked on the Aspire but on the 8100 they need to use the transfer button the hold button is really a hold button

Thanks guy's

I have tried to convince them to re-think how they transfer but they won't accept it!...as far as they're concerned they transfered using the HOKD key and thats what they want!!...customers eh!

As far as re-programming the HOLD key as a TRANSFER goes, i have looked into doing this but cannot kind anything in programming which would allow this, as far as i was aware a HOLD key IS a HOLD key and a TRANSFER key IS a TRANSFER key and neither can be re-programmed as anything else.....please tell me im wrong!

Thanks for the replys

Time to share my three rules for training people on their new telephone system…


Rule 1: If your phone rings, answer it. You’ll eventually get used to the flashy lights and display thingy.

Rule 2: This is your new phone system. It works differently than your old one.

Rule 3: No whining. If you have a problem, come see me. Don’t complain to your co-worker.


I’ve used this as the introduction to training on every installation for about 10 years, after listening to folks complain that their new phone doesn’t work exactly line their old one.

Okay, in looking at the manual, I see that it's a lot different from the 2000IPS. We used to change the fixed keys on the IPS using CM 9000:

9000>xxxx,95>F1090 would make the "Answer" key into a much more useful headset/handset key, for example. Doesn't look like the SV8100 gives as much control over fixed keys.

Looks like 15-02-24 might let you do a compromise: They press "Hold," dial the ext., then press "Conf," and hang up.

A trick I've used for user acceptance is to find the snippy old lady in accounting (there's always one) and show her -- and ONLY her -- exactly how to change name displays on the phones.

This makes her the "power user" and makes sure that she loves the new system and makes everyone else love it or else.

Im the same as you guy's when it comes to new systems vs old systems, users just need to get used to the differences..simple...but this particular customer claims they have been using the HOLD button as a TRANSFER for the past year and that for some reason it has stopped working???...

This was a feature on the Aspire and im guessing the original engineer who installed the SV has fudged the programming so as to emulate the Aspire but i can't find anything to support this

Thanks for the replys it's very much appreciated

HM

Did you try the 15-02-24?

Look at 20-11-11

A lot of the Aspires had this turned on by default. The 8100 does not.

The Aspire would allow you to press hold, dial a station number or press a DSS button and hang up. The call would then be transfered.

The 8100 and all the other old NEC key systems always had to use the transfer button.


DJ