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Call waiting call does not go to voicemail
- Thread starter hhttfc
- Start date
The system was never designed to handle a call type like that. Actually, that type of call would be mutually exclusive, because you can only have one call in process at a time on an analogue line. Now you could get voice mail from the telco, or add a 2nd direct line, but that would probably defeat your purpose, and would cost more.
Now if the client system has other capabilities, like DID or PRI, then you might be able to rearrange some things to provide that feature. What does the system have for telco services? (POTS, DS1, PRI, DID on analogue trunking)
....JIM....
Now if the client system has other capabilities, like DID or PRI, then you might be able to rearrange some things to provide that feature. What does the system have for telco services? (POTS, DS1, PRI, DID on analogue trunking)
....JIM....
- Thread starter
- #3
TouchToneTommy
Vendor
Don't assume anything - that XO Comm T1 may be terminating in an IAD or channel bank, and be presented to you as loop start lines. (especially since you have call waiting on the line in question).
If you really have a PRI, and you have DID service on it, remove the Call Waiting and replace it with Call Forward on Busy to the DID number of your user.
If you really have a PRI, and you have DID service on it, remove the Call Waiting and replace it with Call Forward on Busy to the DID number of your user.
- Thread starter
- #6
Ok, so we actually have a IAD that feeds to our Merlin Legend R3 with Merlin Mail module (old system). i can't print because i only have the 20L console - not software. The user in question has ext 12 with a specific line 807 assigned to him only. He has no other physical line or hunt group so we established the calling waiting option with telecom co. However, the call waiting just rings and rings and never goes to voicemail.
Does the specific line connected to 807 come from the IAD box or does it come from the MPOE on the main cable?
The CW would just ring if not answered by the person on the phone, and no VM unless telco provided per my original post above.
Is the customer using two different service providers, one for the IAD and one for the "specific line 807"?
What kind of service is provisioned on the IAD?
....JIM....
The CW would just ring if not answered by the person on the phone, and no VM unless telco provided per my original post above.
Is the customer using two different service providers, one for the IAD and one for the "specific line 807"?
What kind of service is provisioned on the IAD?
....JIM....
- Thread starter
- #8
Sorry for my ignorance - I havent' work on the telecom side for a while.
Ok, the T1 comes through the IAD and down through to the PBX which then assigns the different lines to specific extensions or calling group. We have 3 lines that go directly to 3 separate extensions which then rollover into the Merlin Mail for voicemail (in-house, we don't use the service provider's VM services). We have 3 other lines that are grouped into a hunt group which rings at the operator phone and then rolls to an AA if not picked up so caller can choose which VM extension box they want.
Is there no way for the Legend or MerlinMail to "pick up" that call waiting call?
Ok, the T1 comes through the IAD and down through to the PBX which then assigns the different lines to specific extensions or calling group. We have 3 lines that go directly to 3 separate extensions which then rollover into the Merlin Mail for voicemail (in-house, we don't use the service provider's VM services). We have 3 other lines that are grouped into a hunt group which rings at the operator phone and then rolls to an AA if not picked up so caller can choose which VM extension box they want.
Is there no way for the Legend or MerlinMail to "pick up" that call waiting call?
Telecomboy
Programmer
It sounds like it's being presented to the Legend as an analog line. That being said, you could call-forward-on-busy (through XO) that line to the main line which would then be answered by the receptionist who could then transfer the caller to the extension. Not ideal, but it would end up in the proper mailbox if not answered.
- Thread starter
- #10
Unfortunately that's not an option. The direct lines are separate because they are a different company. The receptionist for the hunt group only works for that particular company. There's not "main line".
If there's not a way for the PBX to recognize the call waiting, is there a way to set the call-forward-busy to go directly to voicemail?
If there's not a way for the PBX to recognize the call waiting, is there a way to set the call-forward-busy to go directly to voicemail?
Telecomboy
Programmer
You will need to have voicemail through XO on that line. Because they each only have 1 line, when they are on that line, the next call never even hits the Legend. The options are to have call waiting and have the call continue to ring until the user switches over to it or send the second call to voicemail through XO. Otherwise, you'd need to add another personal line to each user so it would then have a path into the legend and thus the legend voicemail if not answered.
Is that not what I said in my first post??
But there still seems to be some confusion here! In hhttfc's first post, you mention AT&T and call waiting. Clarify who is providing what services.
Do the "direct lines" come from XO or AT&T??
Do the "direct lines" have anything to do with the IAD??
How do they physically connect to the system??
To make the Call Waiting issue more understandable I will use this example: on the Legend an analogue line with the Call Waiting feature can only be answered by "HOOKFLASHING" the line as you would using the feature at home. There is NO other way to answer the Call Waiting feature in this scenario. There may be other ways/features to handle the calls, but ONE LINE IS ONE LINE! When the person using the line hears the Call Waiting tone, all he/she has to do is flash the line to answer the call. The only time a Call Waiting will occur is when the line is in use!
Did you program a "Flash" button on the phone?
....JIM....
But there still seems to be some confusion here! In hhttfc's first post, you mention AT&T and call waiting. Clarify who is providing what services.
Do the "direct lines" come from XO or AT&T??
Do the "direct lines" have anything to do with the IAD??
How do they physically connect to the system??
To make the Call Waiting issue more understandable I will use this example: on the Legend an analogue line with the Call Waiting feature can only be answered by "HOOKFLASHING" the line as you would using the feature at home. There is NO other way to answer the Call Waiting feature in this scenario. There may be other ways/features to handle the calls, but ONE LINE IS ONE LINE! When the person using the line hears the Call Waiting tone, all he/she has to do is flash the line to answer the call. The only time a Call Waiting will occur is when the line is in use!
Did you program a "Flash" button on the phone?
....JIM....
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