sundance-communications.com/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Transferring network calls

I've got a problem that has stumped our installer and Samsung says it can't be changed because they're unwilling to implement a change to the software. So I thought I would throw it out to the group for ideas.

We have two offices networked together via T1. At our main site is an iDCS500R2 and at the remote site is an iDCS100R2. The 500 has a PRI for local calls and the 100 has 16 standard trunks.

We use the networking to treat the two offices as one large office, but because they are in different cities calls come in to one location and must be routed to the other location. Herein lies the problem.

We use auto answer on all of our handsets, our folks are used to this feature since our original DCS system was put in many years ago and switching to ring-only mode is not an option, people like the auto-answer for in-house intercom calls.

The problem is that Samsung apparently treats ALL calls via networking as 'in-house' calls, thus if the receptionists at the 100 site takes a call and transfers it to a person at the 500 site either via the TRSF key or via an NS AOM key the outside caller is placed on the person's speaker phone! To me this is wrong, wrong, wrong, and should never occur. We have had outside callers dumped on our GM's phone right in the middle of a meeting!

The only workaround we have found so far is to have the receptionist at either end call SVMi and then enter the person's extension. For some reason a call coming from SVMi is treated properly as an outside call and will ring across the network.

But this defeats the ability of the receptionist to check to see if the person is in their office or to see if they want to take the call.

There must be some kind of work around other than disabling auto-answer on the phone system wide.

Any ideas?

How much of a problem is this for each person? Probably not a problem for the person in shipping, or simple clerking, but probably a big problem for the boss and we don't know how many others.

If each receptionst knows the people that can't have this happen and it is not overwhelming, then do a supervised transfer with the reception person not hanging up until the person says they want the call. Put the other calls through blind. Am I getting somewhere towards a working option here?

Admittedly this works better in small numbers than large.

Wow I wasn't aware of that problem. That isn't good at all. But like Bunnie said, I guess your only option would be that when the receptionist presses transfer then the persons extension that she does not hang up. Rather she asks if they can take the call, if not then she handles the call appropriately by returning to the call and taking a message or transferring to voicemail. I will look more into it tomorrow.

Who did you talk to at tech support? This doesnt sound at all like something that they would find to be in the normal operation of the system. Talk to Deo. Hes the head of tech support there, ask him about it, make sure to tell him that your customer is mad, and he will make things happen.

Our installer has talked to Deo, Robert Jones, and a handful of others... words is the folks in Korea consider it a 'normal' operation. That networking is considered 'internal' calling, even when the call originated externally.

I sent a long 2 page letter via our Dealer/Installer to Samsung. I had a very simple suggestion, if Samsung considers this to be 'normal' add a new MMC that has the following options:
Network calling:
Option 1 - treat all calls as internal (allow auto-answer on all internal and external calls)
Option 2 - treat all calls as external, which is how the 100 behaved until R2 software (all calls produce a ring regardless of internal or external)
Option 3 - 'smart' mode, place a flag on each call with it's originating type, either internal or external.

To my knowledge no formal response was ever received.

The supervised transfer would be ok, but sometimes different people have to fill in on the switchboard and trying to tell them transfer calls a certain way for only certain specific extensions can get tricky. We still have mistakes that slip through from time to time.

A little clarification

this is the samething that happens when you transfer a call to external ie: call comes in you hit trans and pick up an outside line call the person, once they answer hit release and they are connected. So this is being treated as an outside call.

inside calls do the opposite hit trans then ext anounce and release then the phone rings.

Have you checked mmc 110 auto answer co and mmc 601 group auto ans and mmc 300 icm auto override

Now I dont claim to know what Samsung tech does. I am just trying to follow what is happening and maybe loosen a few of my brain cells into action.

Trunk Auto Ans in 110 is turned off on all station, Auto answer is also off in station groups, I don't see what you're referring to in mmc300.

But if you're asking what we're attempting to do, here is a quick synopsis:

Call comes in at remote site (100R2) via trunk, operator picks up the call and then hits NS key for person's extension at main site (500R2) and then presses release.

Normally, if this was done on-site at the 100 or 500 (not transferred across the network between the switches) the call would ring at the extension and after the 502 timer timed out it would go to voicemail.

However, if you do the same scenario, from site a to site b when the operator releases the call the outside caller is left off-hook on the destination extension's speakerphone.

As a sidenote, we have two T1's between the sites, one for the telephone networking (TEPRI to TEPRI), then the other T1 has our LAN on it, MCP signalling is enabled in both switches and is properly configured (NS signalling works fine from either site on our phones)

I know what you are saying.

mmc 300 is customer on off per station

fwd override does just that it overrides what the called station has set for icm calls.

I was thinking that if this was turned on and the system sees the calls as icm calls instead of transfered calls then the result would be a direct connect instead of a ring thru. But you know as well as I do that I am grasping at straws the same as you. I thought it might jar something loose someplace :scratch: :thumb:

Ahhh yes, I was looking for auto override (from your msg) instead of fwd override, fwd override is set to off on our stations.

I think this issue is just going to be something we have to keep bugging Samsung to change. I was hoping maybe someone had come up with a creative workaround but I get the impression that their networking of switches is not widely deployed in a lot of locations?? Hence, we may have discovered something new here that needs addressing.

You may be correct. :thumb: