Caller does not hear rings when Cfrwd is enabled to external #

[wrollins]

Long time lurker, first time poster...

So here's ths situation: if either an internal user (employee within our company) or an external user (customers, vendors, etc) tries to reach an extension within our system that has enabled Call Forwarding and has it setup to forward to an external phone number outside the system (a cell phone in most cases), the caller does not hear the line ringing once the forwarding takes place.

The call is indeed being forwarded and the user who forwarded their calls can indeed pickup to answer, but it's a little odd for the caller to hang on the line more than 15-20 seconds (3-4 rings) if all they hear is dead silence even though the call is actually forwarded and ringing on the forwarded device.

This was only discovered after recently upgrading our IP 406 V2 PCS 12 units and digital stations to v5.0 (20) and it is not specific to any particular extension. We can recreate the issue on demand.

I did find this thread from 2007:

http://tek-tips.com/viewthread.cfm?qid=1395443

but it sounds like the issues was resolved in a patch from Avaya so I'm not sure if this old bug could have re-surfaced in v5.0 (20)?

Any thoughts? Thanks!

 

[amriddle01]

I have had similar but with a Definity system and I think it's only with mobile/cell phones, can you try a landline to see if the issue persists, also watch the call progress in system status and see if the system shows "outgoing alerting" etc. Never found a fix as I think it's an issue external to the system in my case at least

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

 

[PrivateBuild]

Change or create the shortcode so the forwarded call is not going out via the ARS table.

ACA
ACS
ACI

 

[wrollins]

Thanks to amriddle01 and PrivateBuild for your replies. Trying a landline for the forwarded calls yieled the same results, but interestingly enough if a call is transferred to the same external # via shortcode as opposed to a local extention with unconditional forwarding enabled, it DID ringback.

So that got me digging a little more....

I found this tek-tips thread which describes the same exact same issue (in better words, too).

Looks like Avaya has recognized it and created a CQ - CQ44984|No ringback indication if a user fwds their calls off prem|5.0.20|SP_RELEASE_3Q10_5.0|3-Available|5.0.202603 but it doesn't appear to be available in the latest 5.0 (22) build based on Technical Bulletin 122.

So, all that being said, I wound up downgrading to 5.0 (18) and the issue went away. Whew.

Will await the implementation of CQ44984 in a future release....

Thanks again for the help.