Call on Hold – recalling to non prime group

[braindead2]

Anyone any ideas, this one doing my head in..!!!!

Call on Hold – recalling to non prime group as a new incoming call
• The non prime group is set on 5 phones, buttons set to ring
• Each phone is identical SS4025 and has the same COR/COS
• Its only happening on one extn “823” in the group, all others work ok.

This is what’s happening
• if I call via the AA meetings &events /option 1/option 1/ which rings “the non prime group 858” two buttons on each of the 5 phones,, anyone who answers except for x823 can put me on hold, and it recalls to that extn.

• If extn 823 answers the call and puts me on hold, it recalls to the buttons on everyone’s phone as a new incoming call, with the incoming call ringtone?

• If I call the extn 823 direct on DDI and get put on hold then it works fine and recalls back to the correct extn.

• If anyone of the other four phones answer the call, transfer to x823, and then x823 puts me on hold, it recalls correctly back to x823.

• I have tried changing the non prime multicall group to a keysystem group but still exactly the same.

• I have rebooted the system, deleted and reprogrammed her handset but still the same.

Any suggestions appreciated !

 

[Waldosworld]

system type, software level, hunt group mode, group type, member list (as programmed).

 

[braindead2]

Mitel SX2000
MS2013 LW 32 Rls 1.0
Non Prime Group i.e. key apperances of no prime group No. setup on phones
5 x SS4025s with 2 key apperances each of the non prime group

thanks

 

[Waldosworld]

is the set in question in another hunt group?
any rerouting or call forwarding programmed?
any chance it is the 1st member of the hunt group?

 

[braindead2]

Nope, the extn is not in any hunt groups and has no call forwarding set on it. I deleted the handset and reprogrammed so the handsets has no features setup on it.

 

[kwbMitel]

does it have the same Class of Service?

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

 

[braindead2]

yes all 5 phones have the same COS.

i'm not on site now, but the next step is change the phyisical DNI PLID tht its on, as I cant think of anything else. Ive swapped the handset and its not that, so I'm out of options.

 

[kwbMitel]

When the call recalls to the other phones does it still flash and ring the same Non-Prime key.

To tell the truth, the behaviour of the call with 823 is what I would expect. For me the other phones are acting strangely. It does not matter how we want it to work, but how it is designed to work.

Can you tell me if 823 has the lowest PLID?

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

 

[braindead2]

Nope its the highest PLID.

3 1 11 6 1
3 1 11 7 1
3 1 11 13 1
3 1 11 14 1
3 1 11 16 1 = 823

This has been working for ever up untill wednesday and we dont know why its started doing this.

 

[kwbMitel]

When the call recalls to the other phones does it still flash and ring the same Non-Prime key? (but only rings the phone that put it on hold?)



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

 

[braindead2]

No they just call the phone back that put the call on hold and say on the display calling you back.

 

[kwbMitel]

Something is missing from your description then.

When the call is in progress, before placing it on hold, what key is active. It sounds as if the ones that are working the way you want are active on the prime line instead of the non-prime.

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

 

[lowradiation]

Hmmm...

I would love it if ringing multicalls and keylines that appear on multiple phones would only recall back to the phone that put it on hold

Was that a 2000 feature???? Seems to be missing on the 3300

 

[kwbMitel]

@lowradiation - Not a 2k Feature. This is why I'm trying to determine what key is in use on the respective phones. The way 823 is working is the expected result based upon information given.

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

 

[fissure]

@lowradiation
does this help:
from System Options Assignment:
Callback Activation
Select "Prime" to enable callbacks that have been set on key system or multicall groups to be matured by only the prime number of the group.
Select "Group to enable callbacks to be matured by any number of the group.
Default: Group

 

[braindead2]

Not back to site till Monday will update when on site
Thanks

 

[braindead2]

Use were all correct

The user of 823 was putting the call on hold correctly i.e. the red hold button and when the recall on hold timer kicked in would recall and ring all the key appearance of the 858, this is correct for key appearances.

Every other user was using the trans/conf key so the call would recall back to the phone not the key. I didn't think to check the other phones, as I thought they were using the hold key correctly

Thanks all for your help anyway

 

[kwbMitel]

It never occured to me that the users might be doing something differently but it now all makes sense.

Majority of users using transfer key would engage transfer recall and would recall initiator of transfer.

Single user using Red-Key hold was working as expected.

Nice to have that cleared up. It wasn't making sense.

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