Autoattendant Transfers Calls less than 50% of the time

[hatchaway]

I have a Lucent Partner system 5-slot carrier with an EC-308 in slot 1 , VMS 5.0 in slot 2, and the ACS 3.0 in slot three. I don't have any problems with the system until the auto attendant is forced to answer. When the the attendant answers a call because no one is at the switchboard to answer it the system will answer the call 100% of the time, takes the DTMF digits and says transferring to extension. About half of the time the call never rings the extension and the caller does not hear any ringing after the system says transferring. The other half of the time the call goes through with no problem and the caller hears the call ringing the extension. Additionally when the call doesn't go through it still records a message in the voicemail system of either a hang up or welcome to partner mail. The caller is not able to leave a message. If you are looking at the switchboard it appears the caller has transfered however the call never rings the extension. To callers calling in to our offices they describe it as their call is being dropped however if you stay with the call long enough it says transferring to the receptionist but it never rings the receptionist. We don't have any problem answering the phones manually and transfering the call. I bought a another VMS 5.0 because I thought the problem was in the voice mail component however that did not solve the problem. Instead of me continuing to buy the pieces of the system I was wondering if anyone has any idea how to solve the problem.

 

[MattWray]

Have yo verified what ports you have assigned to Hunt Group 7? I have found if the ports assigned are not all correct, the VMS will act very strangely. If you have a busy lamp field, put the extensions assigned to the VM on it and watch when the calls hit VM. See if it is one of the particular ports that is having the troubles... Thanks,

Matt Wray

http://www.netcomtec.com

http://www.total-tec.com