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.

Sorry it's running 12.5.55.30

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.

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.

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

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.

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

Thanks for your suggestions. I'm just going to replace the flash it's still under warranty.