Business Phone Systems

Previous Thread
Next Thread
Print Thread
Rate Thread
Joined: Feb 2007
Posts: 99
Member
OP Offline
Member
Joined: Feb 2007
Posts: 99
We have customer with a 100 (612, 684, ASC, 12 VIP Pros, and Mobile Messaging) and I need to picks some brains.

We set up a department for our customers receptionist to forward incoming calls to when she leaves her desk. It doesn't work. Her extension rings twice then the 3 extension in department 280 start to ring between the rings at her desk. The 3 extensions are set to start ringing on the 3rd ring anyway but when forwarded to 280 they ring between her rings after the 2nd ring. It's not really forwarding. She can forward to a single extension and it works just fine. I spent about an hour on the phone with tech support and they were baffled and got engineering involved. We couldn't figure it out (ticket is still opened). Engineering said to try replacing the flash. The problem is the customer has a 24/7 business and downtime is almost impossible to schedule. Any suggestions or ideas would be greatly appreciated.

Atcom VoIP Demo
VoIP Demo
Joined: Feb 2007
Posts: 99
Member
OP Offline
Member
Joined: Feb 2007
Posts: 99
Sorry it's running 12.5.55.30

Joined: Jan 2007
Posts: 1,217
Member
***
Offline
Member
***
Joined: Jan 2007
Posts: 1,217
Is the CO or DID pointed to the reception's extension or a department? If the incoming call is directed to a department, then I don't think forwarding an extension in that department will work.


Aaron
Joined: May 2007
Posts: 6
Member
Offline
Member
Joined: May 2007
Posts: 6
Try pointing the line or DID at an info. mailbox with 1 sec. or less of dead air recorded for a greeting. Forward call to main answer extension when greeting is done playing. It has to be an information not guest mailbox. I have made this work in the past with a IP900 (.25 software) and CS50L (.30 software). Callers will not even notice the dead air. Remember to add the main ext. into the department group 280 if you want that phone to still ring. Hope this makes sense, putting thoughts into typed words don't always work well for me.


Authorized ESI dealer
ESI Comm Servers certified
ESI IP-900 certified
Toshiba Strata DK and CTX certified
Toshiba Stratagy Voice Mail Certified
Toshiba VP100 certified
Oasis (Toshiba) acd certified
Joined: Feb 2006
Posts: 1,716
Member
***
Offline
Member
***
Joined: Feb 2006
Posts: 1,716
Since you did not list DID in your original post, I am assuming these are POTS lines.

Some things are important:

1. What is programmed as the answer point on incoming calls?

2. What extension is programmed as the dial zero extension?

3. How is department 280 programmed to ring? All, In Order?

4. If you place the receptionist's phone in DND, does the forwarding work?

5. Do you have another department available to program?

6. Are these calls going to the Auto Attendant first?

Rcaman


Americom, Inc.
Where The Art And Science Of Communications Meet
Joined: Feb 2007
Posts: 99
Member
OP Offline
Member
Joined: Feb 2007
Posts: 99
Yes they are POTS lines.

1&2. The receptionist {ext 110} is the programmed answer point and is also the dial zero extension.

3. Dept. 280 is programmed to ring all.

4. Call forwarding to 280 works fine on internal calls but not incoming calls. DND forwarding to voicemail works. We tried changing busy/no answer for ext 110 and ext 0 to 280 and putting 110 in dnd and it still rings. We can cfwd 110 to a regular extension and it works fine on incoming and internal calls.

5. We tried several departments and no luck.

6. All lines ring ext 110 for the first 2 rings then 3 more extensions (same 3 extensions in dept. 280} are added on the 3rd ring.

Joined: Feb 2006
Posts: 1,716
Member
***
Offline
Member
***
Joined: Feb 2006
Posts: 1,716
Your CF is corrupted. But, here's a simple solution.

Put 110 in a department. All calls ring into the department with 110. Set up another department and place all the other extensions that are to answer calls in that department. CF Day the first department to this second department.

Direct dial zero to the department that 110 is in.

When 110 goes DND, the calls should ring the second department.

Rcaman


Americom, Inc.
Where The Art And Science Of Communications Meet
Joined: Feb 2007
Posts: 99
Member
OP Offline
Member
Joined: Feb 2007
Posts: 99
Thanks for your suggestions. I'm just going to replace the flash it's still under warranty.


Moderated by  5years&counting, nonameyet 

Link Copied to Clipboard
Forum Statistics
Forums84
Topics93,827
Posts636,761
Members49,644
Most Online5,661
May 23rd, 2018
Popular Topics(Views)
Today's Birthdays
Al Dukes, entire
Newest Members
PhoneGuy827, julesm, Helen.D, AlAl, mike hurford
49,643 Registered Users
Top Posters(30 Days)
ramo 12
pvj 11
Toner 9
Who's Online Now
3 members (Curlycord, justbill, iatech3800), 31 guests, and 18 robots.
Key: Admin, Global Mod, Mod
Contact Us | Sponsored by Atcom: Business Phone Systems | Terms of Service

Sundance Communications is not affiliated with any of the above manufacturers.
©Copyright Sundance Communications 1998-2023
Powered by UBB.threads™ PHP Forum Software 7.7.5