B149 Music on hold and CallerID

[pse2002]

Hi,
Could please help me to solve a few problems?
1. When incoming call answered and transferred to internal extension, the phone display shows originating CallerID, not the extension transferred the call. How to change it? The customer wants to see only local extensions, not original number for transferred calls.
2. The customer has a conference phone Avaya B149. When they press 'Hold' button, a remote party is on hold, but cannot hear music on hold. There is just silence. How to fix that? All other phones work fine, when a customer is on hold he hears music in hold.
Thank you.

 

[holdmusic34]

1: Stop blind transferring calls.
2: Check that the incoming call route for the B149's DID hold music source is set to system source. Otherwise it could be covered if it is part of a group.

Slow witted reptile belch.

 

[pse2002]

1. Do you mean transfer the call and do not wait when other party answer? I am not sure if I understood you correctly.
2. The conference phone doesn't have DID, it just receives transferred calls or makes external calls. The phone is not a part of any groups.

 

[holdmusic34]

1: yes.
2: reboot the system.

Slow witted reptile belch.

 

[pse2002]

I tried and it didn't help. And the problem with MOH exists with the conference phone only. Other sets (9508 and DECT 3725) work fine.

 

[derfloh]

Seems like B149 doesn't put the call on hold. Perhaps you just mute the microphone? Check the call's status with SSA when you (think) you put the call on hold.

 

[gwebster]

2. The B149 is an analog speakerphone. Any hold with it does is locally and probably is equivalent to a mute. The IP Office has no idea that the call is put on hold so therefore no music-on-hold is applied. You will probably get the same experience if you plug an analog phone into that same port.

 

[derfloh]

Analogue phones are able to hold and transfer as well.

 

[amriddle01]

They can hold but you need to use the Flash/Recall key. I also think that phone isn't sctually placing the call on hold on the system

 

[pse2002]

I checked the call's status when I presses 'Hold' button on B149 and it is 'connected'. I pressed 'Hold' button, not 'Mute'.

 

[amriddle01]

Then it isn't using the system Hold, it's keeping it local hence the silence

 

[derfloh]

I think the OP's phone doesn't. But B149 is able to do that for sure. I'm not sure about the Keyboard design. But the conference key places a call on hold in IPO, calls a second user, puts the second call on hold and connects them by dialing the conference add short code.

 

[pse2002]

OK, thanks guys.
I talked to the customer and it looks it is not a big deal for them. If it works this way that is fine.
But it looks my first problem is still open. As Holdmusic34 said I need to 'stop blind transferring calls'. How to do that?
How to transfer calls and see local extension only? Thanks.

 

[amriddle01]

They speak to the person before completing the transfer, but it will show both external number and the user transferring, that can't be changed

 

[derfloh]

Tell the user who transfers a call to wait until the destination user answers and hang up after that.

 

[pse2002]

Hmm. That will be a problem, because a person who receives a transferred call sees on his screen external number and doesn't want to answer. It is a clinic and doctors over here doesn't want to answer direct calls, only local, but for them all transferred calls look like external.
So, as far as I understand no way to fix/change this IPO behavior. Correct? The only way to do it properly is:
- Receive call.
- Place it on Hold.
- Call a doctor, inform him about incoming call.
- Take a call from Hold and transfer the call.
Please correct me if I am wrong.

 

[amriddle01]

You don't need the Hold step. Answer the call, hit transfer, call the other person, once they answer you can hangup

 

[derfloh]

So why don't you set the receptionist as target for the doctor's DIDs? So they will never receive external calls directly and can be sure that a call is transferred by the receptionist.