Call Forward to Cell 1

[scrobie]

OK, I am not having any luck with this so far, so I again turn to the awesome pool of experts here...

My customer has a Partner ACS, version 6 software. It is also running the auto attendant via the Avaya VM messaging module.

I have enabled call forwarding for his extension (#322).
I have created a personal speed dial number and created a key on his set to forward the call (F11, etc.).

Still, it's not working as it should. I am wondering about the documentation stating it needs to have a T-1 card to work, however, I have read here that it will work without one, just the possibility of a degraded signal.
Also, is it possibly due to having hunt group 7 assigned for the VM? I read in other doc that it would be an issue? I'm at a loss here. Hopefully it's just something silly I've overlooked.

Thanks in advance!

 

[phonesaz]

So.. first you enabled call forwarding, put the button on the set (or use F11.) Did you make a speed dial for the number you want to forward it to? If so, that would be 80 or something similar.

To activate the feature, you press the forward button, and enter the extension you want forwarded and the cell phone as a two-digit speed dial number. From the phone that needs forwarded that would be forward/10/80 if you are using ext 10 and personal speed dial 80. The forward button will light green.

If you get the green light, then you know the programming is correct.

If the green light is lit, but the call is still not completing, call the extension while you are by the phone and watch the CO line lights. You should see the system grab a second line and they should both (the line you called in on and the line that the system accessed to call out)flash red and green. If this is NOT happening, then you need to investigate carrier issues.

#203 is hold disconnect. Sometimes changing (lengthening, I believe) this time allows the lines to see each other. Or call your carrier and see what they are doing for answer supervision. Here is where I am far from the best resource - I know having these changes made makes a difference but I don't know why. There are others on this forum who will give much better explanations. All I know is if the programming is correct, which you can test by doing the above, carrier changes and/or #203 should fix it.

I have deployed this feature hundreds of times (95% without a T1) and have had to mess with #203 and the carrier once or twice. Hope this helps -

 

[scrobie]

Along with the R6 at the customer location, I have an R7 here on my bench as well...I can't get it to work with this either. Again, just to restate:

I have programmed the personal speed dial number correctly (I can hit Feature then "80" which I have is programmed to and it dials immediately). I have it programmed to a button with indicator light.
By the way, I have tried this with the asterisk and without, still does not work ie. I'm using ext. 10 and speed dial 80 so it looks like this: Forward 10 *80

#322 enabled call forward for ext 10.

When I test this, it just rings at the extension only...it does not try to pick up another line to call out. This is where the issue is, I think.
I'm not sure how the answer supervision from the carrier affects this, but it's worth a try.

Is there a step I'm missing to allow the ACS to access a second line to forward the call perhaps?

Thanks!

 

[TouchToneTommy]

How many outside lines are assigned to Ext. 10, and does the Auto Line Select pick all of the lines? (If you lift the handset, it grabs Line 1. If Line 1 is already in use, does it grab Line 2? 1 & 2 busy, does it grab Line 3?)

The forward sequence does not have a * in it. It is just Feature 11 10 80. Put that on a button, press the button, and it will light up green. Then go to another phone, press Intercom, and dial 10. 10 should beep, Line 1 light up, and the remote phone should ring.

 

[scrobie]

First of all, thank you guys for responding, I really appreciate it.

OK, using the intercom from another extension forwards no problem, it dials right out.

What I need it to do is to take an outside call and forward it. In this case to the users cell phone.

The system is set up with the auto attendant and the extension gets the call transferred to it from there. Is the AA maybe the issue?
When the call rings to the extension, it doesn't even try to dial out on another line.

Ideas?

Thanks!

 

[TouchToneTommy]

Again, what is the Auto Line Select set to for Ext. 10?

If it is not Line 1, Line 2, etc., and the line is coming in on the only line that it selects for outbound, it won't work.

Also check for Line Access Restrictions on Ext. 10 in #302

 

[scrobie]

Yes, the Auto Line Select is set. If line 1 is busy, line 2 engages when you pick up the hand set, and so on with 3, 4, 5...I believe it's the default way the system is programmed, it wasn't changed.

Also, there are no restrictions set up. (#302).

Any other ideas?

 

[phonesaz]

So what I hear you saying is if you call ext 10 (or whatever) from another phone in your office, the system will grab a line and forward it. So this would be a call that involves one internal path and one external path, or only a single CO line. The problem is when you call from outside and want to grab a second line. Do you see ANY attempt from the system to seize a second line?

Do you think outside conference denial could be set? #109? Would that make a difference? Is there any chance that the dial tone provider in your office where you have the R7 and where you are trying to program the R6 is the same company? So I guess I have more questions than answers - sorry about that.

 

[scrobie]

No, there are 6 incoming lines.

The issue again is when the AA transfers the call to the extension, it does not seize a line to dial out at all. The extension just rings until the VM picks up the call.

As far as I can tell, everything is programmed correctly....but then again, it can't be if it's not working!

Arrrghhh...this is frustrating!

 

[phonesaz]

I am just throwing this out there - someone set me straight if this is totally wrong - do you think setting auto line select order on the voice mail ports could be the issue?

 

[TouchToneTommy]

The ALS of the voice mail won't come into play here, since it's doing a transfer to the extension (and the ALS of a VM port is actually Intercom first, btw)

I think you hit on it earlier, Outside Conference Denial, but I don't have a system in front of me to test.

scrobie - what happens if you start from another extension, access an outside line, dial something like your cell phone. Answer your cell, then press Transfer, 10, and hang up. Does the call forward, or does 10 just ring?

 

[scrobie]

How I am testing the programming is like this: I am calling the system from my cell, the AA answers, I select the extension The extension at both just ring until the VM answers.

As I mentioned before, if the extension is dialed via intercom from inside the system, the forwarding works. It dials out right away.

 

[TouchToneTommy]

The AA just transfers the call to Ext. 10. Ext 10 us what does the forwarding.

Get a call going on an outside line on another extension, then press Transfer-10 and hang up.

What happens?

 

[TouchToneTommy]

Back at the office, staged an R6, 6 outside lines, Ext. 10 assigned RCF in #322, outside number in Feature 99, button on the set Feature-11-10-99.

Intercom call from another extension, 10 beeps, line 1 goes off hook, dials the outside number.

Access Line 1 at another extension, Transfer-10, Line 2 goes off hook, dials the outside number.

Set Outside Conference to DISallowed in #109, it still works.

Assigned Ext. 10 Incoming Access Only on Lines 2 through 6 in #302, Intercom call works using Line 1 for outgoing, Transfer of Line 2 through 6 to Ext. 10 works, using Line 1 for the outgoing, but Transfer of Line 1 to Ext. 10 rings at the set, because it is not allowed any other lines for outgoing calls.

So, still don't know what your issue is.

Do you have a way to use the Remote Access Software to pull a configuration and email it?

 

[phonesaz]

So why wouldn't you be calling the carrier on this? I have seen in one or two cases (out of dozens) where the carrier is the issue.

 

[TouchToneTommy]

If the ACS doesn't even grab another outside line to make the call, how can that be a carrier issue?

We need more info from scrobie.

 

[scrobie]

I can't see how it's the carrier either...I'll gladly talk to them, however. I'll try anything at this point.

It's strange to me that dialing the extension I want to forward via the intercom from another station in the system forwards no problem...it seizes the next next line and dials right out.
It's the external call that is routed to the extension via the AA to be forwarded that will not seize the next line...it just rings then goes to VM.

If it was a carrier issue, why does the internal call grab the next line and the outside call won't?

I'm at a loss.

 

[memphisribs]

Scrobe, you still haven't tested as Tommy suggested. That is; set up an outside call to another extension, then transfer that call to ext 10. Does it forward as required?
If so then the issue is the tranfer from the AA. Check in voicemail that ext 10 has a mailbox and it is set as it has a phone, or that ext 10 is setup for tranfer only. Only a blind transfer from the AA can be remote call forwarded.

Good luck

45 years in the business and counting.

 

[scrobie]

OK! I think we're getting somewhere...Yes, if I transfer an outside call to the extension, it forwards right out.

So, It's something in the AA that needs to be set up differently? The extension has a mailbox and the extension is programmed properly so that the user gets his VM.

So...What exactly so I need to do here?

Thanks!

 

[TouchToneTommy]

Do you have the Voice Mail port extensions restricted in any way? #302, #315, #401, #405? Do they have lines assigned, #301?

Without a system in front of me at the moment, I can't tell you what might interact.