Call forwards not working

[ctaylorrm]

Hi all,

Hopefully someone will be able to help me with this, I'm quite stuck. I have a customer with a Mitel 3300 and one 5550 console as their primary reception phone and a 5312 as their secondary reception phone. The issue I'm having is as follows;

Basically a call should come in, ring the first phone, if not answered/busy after 3 rings move to second reception phone. If that's not answered or busy should then move to a hunt group after 3 rings.

Main reception phone (1051) is set up as follows;
1st alternative=4
2nd Alternative=3
CoS=Specific to console

Secondary Reception phone (1052) setup
1st Alternative=3
2nd Alternative=3
CoS=53

1st Alternative 4=1052
1st Alternative 3=5100 (Back office Hunt Group)
2nd Alternative 3=5100 (HG)

CoS 53 has call forward no answer timer set to 10 (seconds)
System Options>Reroute=26 (seconds) meaning this shouldn’t interfere with the above CoS??

In short I think the settings should tell the first phone to forward to the second phone if not answered – which works. The second phone should then forward to the hunt group after 10 seconds, which it doesn’t. Their second issue is that if the secondary reception phone (1052) is busy the first phone should ring, then try the second, see it is busy and reroute to the back office immediately.

After some playing with it I have confirmed that after about 65/70 seconds the second phone will forward to the back office, so the forward is working however is taking longer than expected from looking at the settings. This is why I think the customer thinks it’s not working as 1 min 10 is quite a long time to sit on the phone with it ringing out, so probably hangs up before it ever gets to the office. I have no idea why if the second phone is busy the main reception phone will not forward to the backoffice!

Any help would be greatly appreciated.

Cheers,
Chris

 

[wireman50]

IIRC there is a setting for the number of hops that can be used for call forwarding, maybe you are exceeding this and so the routing stops at the maximum. From the help files;

Number of Forward Hops
Enter the number of times in the range 2 to 10 that a call can be forwarded or rerouted before it stops.
2

 

[LoopyLou]

How do you have the call rerouting first alternative form set? Note there are columns for busy and columns for no answer. If you want to immendiately forward on busy to the secondary reroute point change all the busy columns to "LAST". The no answer columns can remain at "THIS" or "NORMAL"

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[slapin]

Just my 2c to the business case of this setup. Standard ring cadence is 2-4, which means for three rings 3*6 = 18sec, add 18 sec on top, so you have 36 seconds of listening the ringtone before the call is routed to the huntgroup!!! Add some time there and you end up holding the person for 40 seconds worst case. People are not patient this days and will expect someone to answer within first 20 seconds, get a message explaining why nobody is answering or be able to leave voicemail. Otherwise they will hang up and tell that nobody is picking up the phone in this company.

Explaining this to a manager, who is typically requesting this setup, overturns the decision in 4 out of 5 cases.

 

[kwbMitel]

A common mistake that is made with re-routing is that the control is not handed off as most (and you) assume.

All of the re-routing is controlled by the 1st extension.

In your scenario, no re-routing needs to be set on 1052

The call is not proceeding to the 2nd alternative of 1051 in a timely manner.

Check your timers for the COS of 1051 (or system options timer) whichever applies

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What's most important is that you realise ... There is no spoon.

 

[ctaylorrm]

Hi All,

Thanks for the replies. I agree that the time taken for the call to progress to the final destination would be far too long and have brought this up but you know how some customers can be. No doubt this will be a change I'll have to make again in the future to further reduce the time.

Ok so I've checked the CoS of the console 1051 and call forward no answer timer is set to 10. The call reroute timer in system options is set to 22.

I have the call forward 1st alt for this extn set to "last" for all "busy" columns and "this" for all "no answer" columns. In the second alternative I have them all set to this with the hunt group as the extension.

Judging by what you have said this should be correct? However if the 1st alt number is busy, the phone just continues ringing and does not forward to the hunt group. And if not answered it till takes about 70 seconds to reach the hunt group. Could there be another setting conflicting? Do I need to remove the forwarding configured on the second extension? Or is it possible there is a fault with the controller, although there are no alarms?

Once again thanks for the replies, I appreciate the help!

Cheers,
Chris

 

[kwbMitel]

Could there be another setting

Yes, COS of Console
- ANSWER PLUS System Reroute Timer
Enter a value in the range of "0" to "720" seconds. This timer operates similarly to the Call Forward No Answer timer, but controls second level rerouting. When the timer expires the call is rerouted from the first alternate to the second alternate.

Note: If a value of "0" is entered, the Call Rerouting Timer value (set in the System Options form) is used.



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What's most important is that you realise ... There is no spoon.