Call transfer in 8100 2

[omia700]

In our 8100 PBX go multiple trunks. And on a couple of them (of the main office and sales department), there are auto-attendant messages. The message of the main office says "Welcome to ... If you know the extension ..., dial it now. Or press 0 for assistance ...". And when an outside caller presses 0, it transfers them to the secretary's extension (which is not 0 internally).

I though this transfer is configured in 22-04, because the sales extensions are configure there (see picture below). I navigated through many empty incoming ring groups but couldn't find it. Where can it be found?

This secretary is going on leave, and I am asked to transfer calls which are coming to the main office trunk to an extension from the sales office when callers press 0. Can you help me with this?

 

[belevedere]

If you have the inmail VM chip, then look at 47-13, dial action tables.

 

[omia700]

I navigated through few other dial action tables. They are empty except this page. I have a feeling it should be somewhere else. Would it be helpful if we find where the message is stored for the main office trunk and take it from there?

 

[belevedere]

0 is set to transfer to extension 200. 200 may be a virtual extension on a button of a phone. Call 200 and see where it goes.

 

[omia700]

When I call 200, it says "vacant number"

May I ask how you inferred that this particular 0 is transferred to 200? Because this is the only page I found in 47-13 which has data. Plus we have not got only 1 trunk/number on this PBX but 6, among which only the 0 of one is going to that secretary's extension. For example the 0 of the sales number goes to all the sales people together. This 0 is different to the 0 of the main office.

 

[belevedere]

0 is set to unscreened transfer to 200 in the table posted. As is the timeout setting. Also, 2 and 3 are set to unscreened transfer to a three digit extension number (XXX). However, your ring group table shows 4 digit extensions. Given what you are showing, you cannot transfer any calls from the auto attendant to those 4 digit extensions. Other tables not posted must be in play. If you post a back up of your database I can look it over. Your best option for a quick resolution is to call in a trained NEC tech.

 

[omia700]

I really appreciate your support! I am not sure I should sent the backup as it includes confidential information. But I can let you remote into my PC and we'll look into WebPro together.

If what you explained is the situation, then how come we don't have a single 3-digit extension anywhere in this office including 200? And how come it says it's vacant? And how come when people call the main office number and press 0 upon hearing the message, it really goes to that secretary's 4-digit extension?

This makes me doubt we're looking at the right place. I think it must be another area.

 

[belevedere]

I suggest you call in your dealer to determine how things are set up and make the changes that you require.

 

[phone_troll]

What voicemail are you using?

 

[omia700]

@ phone troll
No voice mail is used as far as I'm aware - just messages on 2 out of the 6 numbers that we have. The sales message has multiple options like press 1 for A, 2 for B, 3 for C ... etc. And all those extensions are listed on different pages in 22-04. Whereas the main office message only says "... if you know the extension dial it now, or press 0 ..." and this 0 (not the sales 0) is really going to this secretary's 4-digit extension. I cannot see any connection between that 200 and this real situation.

 

[phone_troll]

If you have messages on a few of the numbers and an auto-attendant, you have some sort of voicemail. Are you able to extension dial any other sites that do not get programmed off of your 8100?

Basically, you're stuck with dumping your database so belevedere can look it over or calling a certified tech.

As a work around until you figure out the right way to do this, you can call forward all calls from the secretary line to the sales office. Or you can put a virtual line appearance on the sales line so it rings in both locations. Or you can put the virtual extension on the sales line and set the old phone to not ring on incoming calls. Or you can SWAP the extensions if they don't mind an extension change.

Decisions decisions...

 

[omia700]

I appreciate your understanding and the options you've given! I've just done the forwarding with the soft buttons (Prog > Cfwd > All > SET > <4-digit_extension_number>#), as a workaround.

Yes, I can extension-dial some other sites which use 3C systems. Our 3-digit extensions were migrated to 4-digit extensions to facilitate this inter-site extension dialing. But 200 was the extension of the sales manager. And neither it nor his new 4-digit extension was lead to by any auto attendant message except when the sales message says "if you know the extension, dial it now" - then an outside caller can dial any extension they wish. That's what make me think there must be another area to look at.

But anyway, do you know at least where I can find the configuration of voice mails?

 

[belevedere]

Since we now know that your SV-8100 system is part of a UC3 network, you can look for your VM/AA on the UC3. It is either part of the UC3 or a 3rd party unit (AVST?)integrated to the UC3. Contact your UC3 vendor or administrator to make the requested changes.

 

[omia700]

It's not part of a C3 network as far as my need is concern. Because all the message configurations were done from this SV8100 system. A 3C technician just came once to change the extensions from 3-digit to 4-digit.

It may be considered part of a C3 network in another way .. I don't know. But didn't you think of the fact that 34-13 does not tell any thing about the real scenario that I described? I should be somewhere else.

 

[belevedere]

I cannot do anything more for you without seeing your database. Maybe someone else in this forum can.

 

[omia700]

I appreciate your willingness to help. Thanks a lot!

 

[phone_troll]

You're likely dumping all calls to your main/published # to the 3C (or other) voicemail system. I imagine if you call your 3C sites, you'll hear the same lady asking you to enter your party's extension. I also am guessing you can transfer to your extension from that same lady at the other sites. These are all assumptions here since we are driving blind.

Here is the assumed work flow:

-call comes into your main number which forwards all calls to the 3C or 3rd party VM system.

-calls activate a call processor/dial action table on that other voicemail system (since you looked through all your tables and they're invalid).

-caller presses 0 to transfer to that old phone.

That means all changes have to happen on that voicemail system, not your 8100. This can be confirmed by checking 47-02. If you have no station mailboxes built and 2 stations have voicemail, then you absolutely have a voicemail system on one of your other linked sites. That is also 1 of the few reasons to have 4 digit dialing between the other sites for inter-connectivity AKA CCIS AKA all linked sites can use a single voicemail system and other resources as well.

To dig a little deeper, check your forwarding in 29-04 on those 2 lines you said have voicemail. The number there will point you to the pilot # of the voicemail system you are using. If it is an internal extension on your system, ALSO check the forwarding on that extension. If there is forwarding, then that is the true pilot # (sometimes we add another hop before going to the true voicemail pilot due to the system transferring too quickly).

After you are finally convinced you have a voicemail system that isn't configurable on your SV8100, then you can reach out to the tech(s) that manage your other system(s). If they're also employed by your company, maybe they can train you or do the work for you. Otherwise, you're stuck with reaching out to the same folks who upgraded you to 4 digit dialing or another vendor altogether.

Lastly, and I'm with belevedere here -- we can't assist any further without him seeing your configs. We've spent a ton of time trying to break down work flow and it would've taken 1/100th of the time by looking at the config. Working remote isn't ideal either.

 

[omia700]

Not all 3C sites have auto attendant messages, and I was the one who recorded the message on the main office in my site with my mobile phone, whereas someone else (I cannot reach him now) put it from my PC into WebPro of this 8100.

Here is a sample page of 47-02. It looks like station mailboxes are built on it.

But this is interesting - I don’t have 29 altogether!

I highly appreciate every single minute you spent in trying to break down this work flow.

 

[belevedere]

phone_troll mistyped the call forwarding MB. It's 24-09. Your post shows access to that memory block.

 

[omia700]

Thanks, belevedere! It's a useful place where I can set call forwarding from my own office.

Now I am curious .. when phone_troll suggested to check call forwarding in 24-09 on those 2 lines I have messages on, did he mean to go to 15-06 also to find out to which trunk line an extension belongs? Because you know, in 24-09, you only see the extensions not the lines.