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Joined: Jun 2014
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Inter-Tel 9.006
DB Studio 1.53
Keysets: Executive 550.4500

I'll start with that I'm not a phone installation professional, but I've got several years maintaining an existing system as the IT Administrator. Most of the time I only learn about a feature when it needs to be fixed or modified.

One of my tech support reps brought to my attention that he had a couple customers get into the queue after hours and therefore waited the 60 minute timeout before being forced to leave a voicemail. Upon investigation, I believe it was a result of a call being transferred directly to the hunt group after hours, thus bypassing the STAR.

Not wanting to rely purely on educating our employees to transfer to the STAR extension, rather than the hunt group extension, I also modified the programmable buttons on the keyset to transfer to the STAR application instead of directly to the hunt group.

This all seems to work fine, except seemingly randomly throughout the day, 6 of the lights on the keyset buttons will light up solid for a few seconds, then turn off. The ones that light up are setup for a STAR(4), a CRA(1) or voicemail(1). The DND, Intercom, Conference and Call Line buttons remain off. There doesn't seem to be any functional problems as a result, but I haven't the foggiest clue what is causing this and the random employee stopping by daily to alert me of this "critical" issue is starting to get to me. Does anyone have any ideas?

Thanks,
Mark

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This is an easy one. Your voice mail ports are all busy, indicated by the solid light on any DSS key linked to a VM application.

Check to make sure your auto attendant greetings and hunt group announcement and overflow greetings are as short as possible, to free up the port quickly.

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Thank you very much DND ON.

I'm not sure there's much I can do about it at the moment, but it's good to know what is causing it.

Last edited by melview1; 07/15/14 04:30 PM.
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I have finally gotten some time to look into this.

How would I go about increasing the number of voicemail ports? Does that pretty much mean a new voicemail PC? Which based on the age of our system, might mean a whole new system, but I hope that I have some options other than that.

Also, what happens when the ports are all full? Do customers get a busy signal or continue to ring until a port becomes available?

Thanks.

Last edited by melview1; 09/10/14 04:49 PM.
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You can always just add a VPC card to the system. This will require re-loading the software.

PM sent.

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Thanks for the quick response Stix1.

What happens when the ports are all full? Do customers get a busy signal or continue to ring until a port becomes available?

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Inbound calls to the auto attendant will default to the primary attendant.

Hunt group announcement and overflow greetings will be ignored.


Moderated by  Stix1 

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