answer dn not working for external calls 1

[mstauffer]

We have a BCM400 using Release 3.6 Build 2.2 software. I have assigned the bosses' extension as an answer dn on the receptionist's phone. It works for internal, or intercom calls, but external calls do not ring or show (actually set for appr only)on receptionists' phone. I found a matrix in the documentation that shows functions provided by the level of answer key set. Looking at this matrix, it appears that "voice calls" will not ever ring at answer dn telephones. Isn't that the whole idea though? If an answer dn will not work for external calls, what good is it? I am another IT person assiged phone system duties without any training, or support options, so forgive me for any seemingly stupid questions. Any help would be appreciated.

 

[senk1s]

the voice call is another norstar feature ...not just any voice call

a call has to ring at the phone, for it to ring at the answer DN (appr only is not sufficient)

 

[mstauffer]

I changed the answer dn on recept phone to appr&ring, still doesn't work. I'm not sure I understand the distinction you make between voice call norstar feature and any voice call. If the bosses phone rings and the recept. has the bosses' extension as an answer dn, her phone should ring or show (whatever) if the boss gets a call of any kind, i would think...

 

[senk1s]

yes thats how answerdn will work

voice call -> norstar user calls with 'voice' instead of a ring

 

[mstauffer]

Maybe I'm not making the problem clear enough.

When someone in the office rings the bosses' extension, the receptionist (who has the bosses' ext as an answer dn) can pick up or answer the call. I assume this is what you mean by a norstar user, but they are ringing the bosses' phone (not just talking over intercom)

When someone from outside the system (or if I dial 9 for an outside line and then call back into system)calls the bosses's number, it does not ring or show on recept's phone

 

[senk1s]

does the external line ring the boss's phone?
is it programmed private to the boss?

 

[mstauffer]

It does ring the bosses'phone

It is probably programmed private to the boss. Could that be the prob? But then why is the recept able to pick up the internal calls?

 

[senk1s]

'cos ext line is programmed as pvt - and internal lines are internal lines

 

[mstauffer]

So I would have to set the bosses' line as public? What are the implications of that? Maybe answer dn is not going to do what i want it to do, and if not, then how do I make it easy for the recept to answer bosses' line when the boss is not at her desk. i have showed the recept how to do a directed pickup, but that is too many "keystrokes" or moves for her. A pickup group would make the bosses phone ring, if I understand correctly, whenever the recept's phone rang and that's not what we want either.

 

[nortelnorstar]

If you put the boss's private line in a unique line pool that no has access to instead of designating it private you wouldn't have any problem

Marv

http://www.telemarv.ca

 

[bkrike]

pickup group will not make the boss's phone ring when the recep rings....it just allows for pickup within the group by using feat75

 

[bkrike]

forgot to finish-
So, it is easier than directed pick-up. It does the same thing, but its easier. If you put them in their own group, whenever she heard the boss's phone ring, she could just press a button, and she would have the call.

 

[Crowtalks]

Are the incoming lines Analog or Digital lines, Does the AA answer all the calls then direct the calls to extensions, or is the bosses line a DID, or private analog?

 

[NorstarWiz]

What is the Answer Dn type set for...Basic, Extended or Enhanced?

The Wiz

 

[mstauffer]

All the lines are DID's. The Answer Key setting (Answer DN type?) is set to basic. A Pickup group group may be the best solution then as long as the bosse's phone doesn't ring everytime the recept's phone rings. That's what I thought I read in some of the documentation... Anyway I'm still confused about what Answer DN does then if it won't work on calls coming in from the outside. Thanks for all the responses. I'm learning stuff and eventually I'll get a clue lol. Maybe

 

[NorstarWiz]

Look at page 473 in the programming operations guide for BCM 3.6

This has a table for Answer Key levels(basic,enhanced and extended) I think you are going to want to set it for Extended to do what you want to do.

The Wiz