Call Back On Hold

[murrayafc]

Hello

Was looking for some advice on a strange issue.

When a call is put on hold from one of the cordless phones, the call goes on hold no problem but when it reaches it time out and calls back it rings a different DECT extension. All the DECT phones are doing this. the desk phones work fine. Any Ideas? I cannot see any settings for this call back only the time it takes to ring back the handset. Im running an IP Office V5.2.

Thanks

 

[montyzummer]

avaya dect or kirk etc , what does SSA show?

APSS (SME)
ACSS (SME)

 

[murrayafc]

Hi there.

It is an avaya DECT system

I have done some testing with the user while running the SSA.

The call is going to hold for transfer for 30 seconds, then after a further 30 seconds it is ringing back the correct extension now. But the user informs me that after the first 30 seconds the DECT phone's display goes back to normal and they can use the phone for another call, After 30 seconds the ringback kicks in and calls the handset back. What is going on during this hold process and why does the phone seem to drop the call after 30 seconds when i can still see it live in the SSA.?

 

[amriddle01]

DECT phones don't do hold, they do transfer, I can only imagine they are doing a transfer and what they think is the second call is in fact the second leg of the transfer process and also why it then apparently rings back at the incorrect extn , it is in fact just completing the transfer. I could of course be talking rubbish

 

[montyzummer]

i reckon youre on the right lines amriddle, it sounds like the transfer no answer timer calling back , could prove it by changing the timer on the user and then system seeing if the callback time follows.

Hey Why not get them to start using park slots(put dont tell them its a park slot) and set up a simple short code that can be added to the dect as a quick dial on that user under the user short code , that way each dect phone has there own "hold function" just a suggestion.

Keep us posted

APSS (SME)
ACSS (SME)

 

[murrayafc]

thanks for the info. Basically no matter what I set the callback timer to for the cordless user it always rings back in 1 minute. Now the call is not calling the wrong extension anymore so that is fine. Basically a call will come into the cordless the caller will put me on hold, I will monitor the SSA and the call sits as held for 1 minute then it will ringback which is fine. The issue is after 30 seconds the DECT handset will go back to normal for the user as if there is no call present. Then after another 30 seconds it will ring back. Any ideas why the display for the user is going back to default ??

 

[amriddle01]

As I said I think you will find it's effectivly a "held for transfer" call even if it doesn't say it is, so try changing the transfer return timer and see if that changes the callback time

 

[murrayafc]

I cut both the system held time and the user held time and it still stays held for a minute, even though both were cut to 15 seconds each...

 

[amriddle01]

Depending on DECT phone model some don't do hold, some the hold is just half a transfer, that's the issue I think