Calls to forwarded user not forwarding when from CRA/STAR

[liquidshokk]

Hi

Have a strange issue which Mitel has so far been unable to resolve, where a users calls aren't being forwarded when the FWD button is used on the phone for calls routed from a STAR/CRA. Mitel assures me this should work and the customer says it used to work.

Any ideas?

The scenario is, call comes into STAR which routes to CRA, which times out to ext, which has fwd set (forward information in online monitor shows it is set correctly) but call goes to users mailbox instead of forwarding to external number set in the forward.

 

[619Tech]

Sounds like it is using system frowarding to VM. Manual forwarding should override ssytrem forwarding. What happens when you IC the ext? Same results when Intercoming the STAR?

 

[LoopyLou]

What product?

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.

 

[sarond]

@LoopyLou
Mitel 5000 by the sound of the terminology.


Does the call go to VM straight away or after no answer?
Just making sure it is transfer to extension in the CRA not transfer to mailbox?

 

[liquidshokk]

Been a while since we tested it thoroughly, but if I remember rightly calls forwarded normally if the DDI was pointed straight at the forwarded extension. Only when the calls were routed through the CRA/STAR did it go straight to voicemail.

This is Mitel 5000

 

[liquidshokk]

Call goes straight to mailbox. Definately transfer to extension in the CRA/STAR

 

[liquidshokk]

No ideas?

Mitel reckon they have set it up and can fwd calls routed from a STAR/CRA no problem but without rebuilding the config from scratch I don't know what else to try.

 

[liquidshokk]

This is getting silly now... Just installed another site where we have routed calls in CRT to a STAR, which goes to a huntgroup with recall set as a forwarded phantom user, yet it wont forward. If I point the CRT at the huntgroup it forwards!! I have tried messing around with using Overflow instead of recall but no luck..

No one else experienced this???

We need to get calls to automatically divert to a call centre after ringing deskphones for a set time during the day and to mailbox at night time so need to use a STAR!

 

[Hovus]

Try doing the forwarding from an Administrator flagged phone using the feature codes. Remote Programming (359) > Ext. you're forwarding > Call Forward All Calls (355) > 8 + phone number.

Maybe something's wigging out when using Online Montitor...only thing I can think of if you've made sure everything is programmed correctly.

I have dreamed a dream, but now that dream has gone from me.