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Joined: Dec 2009
Posts: 13
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Member
Joined: Dec 2009
Posts: 13 |
We implemented auto attendant but 2 extensions are hanging up on people on occasion.
I have looked all through the normal logs but really can't find anything about particular extensions.
Is there any way to log usage on particular extensions?
I know nothing about phone systems. Please be nice, because this is part of my job.
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Joined: Jun 2010
Posts: 797
Moderator-Inter-Tel
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Moderator-Inter-Tel
Joined: Jun 2010
Posts: 797 |
How are 2 extensions hanging up on people exactly? Is it when they are dialed out of the Auto Attendant? Are the extensions digital endpoints? How often does it happen?
If it is an intermittent problem, then you're going to want to get your vendor involved.
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Joined: Dec 2009
Posts: 13
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Member
Joined: Dec 2009
Posts: 13 |
Well, from what the receptionist is saying, people will say they will dial the extension and after one ring, they will hear a dial tone. Yes it is dialed out of auto attendant. Yes the extensions are digital endpoints. This happens 3-5 times a day.
I know nothing about phone systems. Please be nice, because this is part of my job.
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Joined: Jun 2010
Posts: 797
Moderator-Inter-Tel
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Moderator-Inter-Tel
Joined: Jun 2010
Posts: 797 |
Check the digit translations of your auto attendant and trace out exactly what the caller is reporting.
If everything looks okay, have your vendor pull down the logs and open up a ticket with Mitel. They can "decode" certain logs that show up as gibberish to you or I, including what may or not be happening that is causing the calls to intermittently drop.
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Joined: May 2005
Posts: 526
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Joined: May 2005
Posts: 526 |
Have the person dropped immediately call the receptionist from the phone that dropped the call when answered by the receptionist have her/him dial ######### in the ear of the receptionist. This will flag the ext and the next call and make it easier to track looking blindly through the logs can be challenging. Then have them dial spcl 320 freeze by user zip the files up and send them I will open them and see if I can see what is happening if you want
Randy
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