Auto hold on incoming calls.

[pbxtechron]

I have 3 lines in a Hunt group set up and cannot find the option to turn off, the "auto hold" option. The scenerio is : the first line is busy of a 3 line Hunt group, and a second call comes in, the call in progress get's put on hold, then the operator selects the incoming call. I can see the option is turned on when looking at the station window using "assistant" under the "key system" tab, but cannot fine where to uncheck it. I have looked through the Hunt Group menu as well. I know this has to be easy, but cannot seem to find it.

 

[donb01]

So I understand correctly, the SYSTEM is putting the call on hold or the OPERATOR is putting the call on hold?? Mine doesn't automatically put a call in progress on hold when a new one comes in, but it will alert you to the call. Unless possibly if you have a headset and you have the auto answer crap configured?? I use headsets, but I do not program the headset key or do any special setup - just hook it up and use the headset key to answer a call or get dial tone.

Assuming you have multiple line appearances on your phone and you are using the hunt group in kind of a "rollover" fashion, which is what I do, here is how I tell my receptionists to do it:

1) You are on a call and another comes in on the next line.
2) DO NOT put the call on hold. Just ask the person you are with if they can hold for a moment, and then Press the Ringing Line Key.
3) The original caller will be placed on "soft hold" and you will be speaking to the second caller.
4) (I suggest) tell the second caller you are just finishing up with another caller and you will be with them shortly - please hold.
5) The menu will have a "toggle" option, or if you have a "Connect" button on your phone, use that to switch back to the first caller.
6) Apologize and finish up the call.
7) There should be a menu option for Return to Held Call (or just toggle again) - use that to grab the second caller now... and etc, etc...

I have not been able (had the time) to determine if it is possible to do this scenario with more than 2 calls at a time. If you can, there must be some way for the phone to ask you which caller you want to pick up when you hit the Togge/Connect.

I may be completely off the mark with what you are trying to do, but I tried... ) I have found that if you are handling a call on your prime line, and then put that call on hold and try to hit the second ringing line you will dump the first caller.




Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[pbxtechron]

I apologize for not being clear. The system is putting the first call on hold when the second call rings in. She is asking the second caller to hold then going back to the first call. seems like it should be an easy to enable/disable option, but I dont seem to be able to find it.

 

[donb01]

I'm not sure, honestly. I have never seen that behavior - normally for me the station user would have to take some action to get that second call, and if they just ignore it nothing will happen. I know thatere is a parameter AUTO ANS I think for headset users that will beep in your ear and then give you the call, but I have never used it. I would assume that it would not do that if you are already in a call. I know if you are on one call and hit another incoming line appearance the system will put the first caller on hold, but I have not yet experienced an "autopilot" for that function. Maybe someone else has experienced that behavior....

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[pbxtechron]

Agree with your statements. The user is not wearing a headset either, I did check on that previously. This might end up being one of those delete the extension and rebuild it fixes! Not a big deal, just dont like to "fix" things that way.