BCM50 calls going on hold

[atdjr123]

I have a customer with BCM 50 version 2.20.05e who claims that they have inadvertent calls going on hold after 1 ring. Receptionists says she can see the call ring once then goes on hold with noone picking the call up. Has anyone ever experienced this anomaly?

http://www.voiceconnectplus.com

Voice Connect Plus, Inc.
have a great day and a better tomorrow

 

[minicompbx]

Are you using skillset. Normally, whhen Receptionist does not answer the call, what supposes to happen. How many people are there to take a call.

Did you try to use BCM Monitor... it's pretty good tool to trace a call or verify call status.

 

[atdjr123]

Yeah, I have monitor running all day and haven't seen any issues. I'm beginning to think someone is just picking call up and placing on hold. They're not using skillset either. Thanks

http://www.voiceconnectplus.com

Voice Connect Plus, Inc.
have a great day and a better tomorrow

 

[minicompbx]

So when you say the call goes on hold.... on bcm monitor you can verify if the call is really on hold and if it is on hold, you can see which line(DN) put that call on hold.
What suppose to happen if the receptionist did not answer the call...

Did you did the test by yourself..... 1st rule as tech : never trust the user. (they can say anything). I am not expert on bcm so I trying to give you some track

I know you already may did but worth to ask :

1- System up to date
2- Did you try a reboot
3- Did you test by yourself

 

[disabledflaw]

What my case was that the call would come in but be handed off to the next hunt group due to the timer. the next hunt group had noone in it and sent it over to the Auto Attendant which made the line seem like it was on hold.

 

[atdjr123]

I've been monitoring this system for 2 days and have yet to see a call go on hold that wasn't placed on hold. I have no idea if it's legit or not, like I said I haven't seen anything that supports their claim. Thanks for the input..

http://www.voiceconnectplus.com

Voice Connect Plus, Inc.
have a great day and a better tomorrow