Eclipse II V 9.1

Someone answers an inbound call then wants to put call on hold. Pressing the HOLD button prompts for a station number. Using SPCL 334 or 335 does the same thing. HOLD button programmed for feature code 334.

Thanks - Jim

Correct. Once the call is placed on hold, you now have an idle phone with the handset off hook. You get intercom dial tone, same as if you walked up to the phone and lifted the handset.

Thanks for the response. Trouble is, once the call is placed on hold, no one can pick it up, not even the station that placed it on hold. It can be reverse transferred however. Something wrong with trunk config? I apologize for not providing complete info the first time around.

Thanks - Jim

Do you have line keys or call keys? System hold hold should be used with line keys and individual hold with call keys.

The station that put the call on hold not being able to retrieve it doesn't make sense.

Thanks again for responding. When you asked if they were call or line keys I looked. The buttons were programmed as trunk group keys. Not sure why, but I know that was unusual. I'll check the functionality Monday when they get back. Thank you very much!!

Jim

Trunk group keys? That would explain the problem.

Sometimes you do need to select which TG to use for outbound calls, so they might be appropriate. If that's the case, add a couple of call keys and your problem will go away.

I changed the mapping to call keys and now the person placing the call on hold is able to pick the call back up. And transfer now works fine.

There is still another problem however. When a call comes in, call key 1 lights and the phones ring. As soon as someone picks up the call the line light on every phone except the one that picked it up goes out. Even on system hold no one but the station that placed the call on hold can get it. So if you page the warehouse "John line 1, John, line 1" John can't pick it up because the line isn't avaiable. The display on the phone says TG 92001 Busy.

Thanks - Jim

That because it's a Call key, not a Line key. Call 1 is not linked to Line 1. It just happens to be the first call processed on that phone. The next call would be on Call 2, regardless of the actual line in use.

For Call keys, you need to use individual hold instead of system hold. Calls need to be transferred or use reverse transfer to retrieve a holding call. It's a training issue.

How many lines do you have in the system?

Well that makes sense. They moved to a different space in the same building thus the different phone system. They're used to hold, intercom or page, and hanging up. I showed them transfer, which is simple and they will adapt I'm sure. They have a 4 line centrex on a loop start card. I very much appreciate your help. I think every thing will be fine now. - Jim

Good to hear. I was asking about the number of lines because if they only have a few, it's often easier to just give them 4 line keys and call it a day.

I don't see a pick for line keys when I program the buttons. Call keys is my option. - Jim

Sorry for the delay in responding, things are a little crazy. I called them line keys, but the are actually trunk keys. Not trunk group keys.