atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Avaya IP Office Q's

I have a dealership that has an IP Office (not sure of the model and size, there's 1 T1 module, 4 digital modules and 1 analog module). On 3 of their larger phone sets (6424D+), there are 8 appearances of a hunt group extension that the main telephone number points to. When they get busy on the phones, and they have 5 callers on hold, they cannot transfer any of the callers. The transfer button does not work. They have to take messages and get rid of all the calls before the system will allow them to make any transfers.
Prior to these occurrences, the same phones were having trouble transferring calls when multiple calls were on hold. Once they pressed the transfer button to transfer just one call, all calls on hold went with the transferred call to the destination extension that was selected. A reboot was done to correct the "all transferred calls" problem. Unfortunately, this has been happening weekly and I suspect there might be some corrupt data in the system.
Any ideas where to narrow my search would be greatly appreciated.
Thanks in advance.
ESCOMM.

First, try to find the release of the system.
This might be an older release, as the way they are taking calls, is arcaic programming.

You could give them a bunch of call appearances, set the routing to route to a group that they all reside in (the current group would work, if it was set to group ring) and set up queuing for the group.

We could also set up that the last call appearance be left for internal calls and transfers.

But, it depends on the release of the system, as to which way we go for programming.

Right now the way the programming is, there is a main phone that takes the calls. It has 8 call appearances of the pointed to number.
When someone from the outside calls the dealership's main number, the calls are directed to this extension that has the 8 appearances on this phone. It has all worked fine up to about 2 weeks ago, when I rebooted the system to fix another transfer issue (I sent a PM to you on that one). This is an older IPO, with an update that was done about a year ago. I will have to make another site visit and get the release info for you.
Thanks.

I would look and see if the calls are directed to the extension or to a group that the extension is in.

That is strange.

Would like to see what SysMon says when it is acting up.

If you configure the last appearance for outbound only the trouble will go away. Although this was not available in the earliest releases...
Mike

On older systems you could use "RESERVE_LAST_CA=" in the source number list of the "No User".

But something is "wack" if there are 8 CA's and only 5 calls come in.

You said in the first post that there are 8 appearances of the group on the users phone. So, are these programmed as group buttons or Call Appearance buttons?

Yes, there are 8 call appearances of x6231 which is an extension in the "Main" hunt group for the main incoming calls. The main number is not a DID, it is programmed to "Route To" the hunt group number.
As I mentioned, only 5 calls were on hold, that is not to say that more calls were on hold at a different time. This latest issue only dealt with 5 calls. This happens on a regular basis when they are very busy.
As for the last or 8th appearance being restricted for outbound only, I will have to check the programming.
Thanks for the inputs, I'm getting closer to solving the problems.

Talked to the customer yesterday and it appears that the problem occurs on a secondary phone that dials a call pickup code to retrieve the overflow calls. When they get busy, they don't realize how many calls they pick up, and unfortunately they pick up more than the secondary phone can handle, so as a result, they can't transfer the calls because all appearances on the 2nd phone are taken.
I will be putting additional appearances on the the 2nd phone and test to see if the problems go away.
Thanks again.

Now you are on the right track escomm12.
It didnt make sence before.

Or install that "RESERVE_LAST_CA=", into a no user, that will save the last Call Appearance for the transferring of calls.