Avaya Call queue issue.

[Tom Clancy]

Hello everyone,
One of our client using an IPO server edition version 10.1. One server as primary and one expansion ipo 500 v2. The issue is while operator (soft console+ 1608 ip phone) transfering a call to an extension which is busy, they are not able to place a call in queue. But test system in our office where a single ipo 500 v2 standard edition hardware is there , we can place the call in queue from digital operator console to analog users. What can be the issue in server edition system ?

Thanks in advance...

 

[Westi]

Queue on an analog extension?

the only thing I could think of is the call waiting and that has to be enabled on the user profile for analog as "Call Waiting On" checkmark

other than that more info please, what is the procedure, does the call go to the user (analog or multi line digital or IP) how many call appearances..... more info is better

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[Tom Clancy]

Thanks Westie for your response.

Yes queue on an analog extension. Call waiting options are checked.
I have created 5 appearance key in 1616 IP phone. Now if the operator find busy an extension during transfer, then he has to retrieve the call then place it to on hold, then operator have to press call queue code " *33*N# ", after that the call will be placed in queue if the user is busy.

This scenario is working fine in my office test device where only an IPO 500 v2 is there and the operator console is a digital phone but in customer place there is server edition scenario. Operator has a 1616 with soft console and other users are analog extensions from IPO 500 v2 expansion.

One more issue was there. Client using integrated contact reporter. With digital phones i was not able to login ICR agents in browser. But with IP phone ICR agent login working fine. So basically IP based communication working fine but when IP is trying to communicate with analog or digital user then some codes or some features are not working. I don't know its a bug or something else...

Your suggestion will be helpful....

 

[janni78]

I think the CallQueue would need to occur on the IP500v2 expansion since you have analog phones.

You could test having the SE shortcode just dial the code over to the expansion and see what happens.

"Trying is the first step to failure..." - Homer