atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Definity Question

I have a customer that has a prologix and is having an issue. I don't work on enterprise systems, but I told her I would try to get an answer.

When the receptionist places a call on hold she can answer calls. When the call rings back she cant do anything except pick up THAT call. All other calls go unanswered while that call is ringing back.

They say this is a new development.

Any help?

Not really a new development..it's the hold recall and they are right..that call needs to be answered before they can take another call. About the only thing you could do would be to adjust the "recall hold" time out a little more if they don't want to mess with the call yet.

...bob...

Just so I'm clear.

When the receptionist places a call on hold. After a minute the call rings back. During the time the call is ringing back no other calls (inside or outside) can be answered?

That's pretty much it.....when the call that is put on hold reaches the threshold and returns to the console..it must be answered when it is presented.....

...bob...

As suggested earlier - simply extend the hold recall to five minutes to make the problem go away. Hopefully they don't forget callers on hold.
Mike

Replace the console with a regular digital phone, then create coverage paths to bring the call back to the receptionist. Worked for my customer and they were happy to get rid of the consoles.