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We have an samsung iDCS 100 phone system with iDCS 28D phones. Our voicemail card is a SVMi-4. I've been working here 4 weeks and I'm trying sort out the phone problems.
There are two businesses here, our main store/office and a bakery. We have two T1 lines, most of one is for the phone system. The bakery has six phones. We have five in the main store and our offices downstairs have 15.
The first problem is that the bakery phone lines should never connect or ring in the store at any time. A few times a day the bakery line will ring in the store when the bakery puts someone on hold.
It will keep ringing in the store until the bakery picks up, which is often more than ten minutes. They don't usually put people on hold in the bakery, they usually transfer the call to their other phones in the back, but when those phones are busy they put the caller on hold.
Yesterday we tried to recreate the problem by calling from an outside line, but could not. (we did not make the other lines busy)
So, I'm not 100% sure when or why some calls placed on hold from the bakery ring in the store. Any help would be greatly appreciated.
Also, some thing I don't fully understand:
What is a trunk?
what is a Class of service? UCD?
is AA turned on by default?
What could I change in order stop their calls on hold from ringing in the store?
Thanks

Best course of action: Call a Samsung certified dealer and have them sort things out for you. Sorry, but these are really not user programmable systems. People go to school on how to program telephone sytems. Honestly, the questions you are asking are very basic, as I am sure you know, and if you do not have the right training it will cost more in the end ot fix what could be changed/damaged than it would to pay someone up front to tell you what and how your system is set up.

Steve

Thank you.
Money is tight around here right now. I am in contact with a Samsung dealer (they sent me the programming manual) and eventually we will be able to spend some money on them. however,
In the mean time I will be Very careful when attempting to program these phones. If I could do nothing else it would be to get the bakery calls to stop ringing over here.

What about the voicemail system? We would like callers to be instructed as to what voice mail extensions are.

what is sounds like is the person is placing the caller on hold and the hold timer for the system is timing out and sending the call to the operator group which is in the main building. Easy fix. Have the users in the bakery just press the hold button 2 times. That is called "exclusive hold" and it will stay at that phone number and not recall which will happen with only pressing hold 1 time. The rest, Tampasteve is right on. Best to pay a little and save a lot.

Just set the system hold recall timer to 000 and it will not recall any place. It's located in the system timer section of the manny. Keep in mind there is still nothing that can be done when all the phones in a department are busy, phones have to ring some place.

With that said TS is correct you are about to enter into an area that could affect the system in a negative way.

I know how it is when money is tight but imagine what the cost will be if it really gets out of hand.

Keep in mind that if all phones in a group are busy you should have them roll to voicemail and not another group otherwise you will never be able to stop the ringing. Phone systems are designed as a fail safe to keep a caller in the system until you or they release the call.

Maybe you should talk to the bakery about there hold habits. Customers dont like it for more than a minute or two and I would hate to lose customers over lack communication. Just a thought

by the way

Thank you