Calls to Operator ext. rings 8 - 12 times

[Stinney]

We have calls to the operator transfer to extension 10 from the automated attendant. There is no physical phone for extension 10, but ext. 10 is a Primary Coverage button on extensions 14 and 17.

When a caller presses 0 or waits on the line from the automated attendant the caller hears it ring 8 - 12 times. I'm trying to get the customer to tell me if it rings that many times on the physical phone as well.

Extension 10 is set up in the same Coverage Group, Group Coverers, as well as the same number of rings for Primary, Secondary and Group Cover ring delay as all the other extensions in the office and they only ring 4-5 times before voicemail picks up.

Here is ext. 10's information:



Extn SS/PP Type
10 4/ 2 T/R

CTI Link : No Alarms: ACTIVE
Pool Access :
Page Group :
Primary Coverage : 14 17
Secondary Coverage :
Coverage Group : 30
Group Coverers : 770
NS Groups :
Group Calling Member:
Pickup Groups :
Allowed Lists :
Disallowed Lists :
Restrictions : UNRESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-0 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : OFF
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : OFF
Coverage Inside : ON
Forwarding to :
Delay Forwarding : 0
ARS Restriction : 3
Forced Account Code : No
Microphone Disable : No
Rotary Enable : No
Remote Forward Allow: No
Trunk Transfer Allow: No
NS Exclusion : No
Voice Announce Pair : No
Voice/Data Pair : No
BIS/HFAI : No
Language : English
Authorization Code :
2B Data Port : No
Primary Ring Delay : 4
Secondary Ring Delay: 1
Group Cover Delay : 4
HotLine Extension : No
Networking and ISDN Display Preference: BOTH
Service Observer:
Service Observing Group:
EXTENSION INFORMATION


Extn SS/PP Type
10 4/ 2 T/R

Button 34 *21 Blank Status None
Button 33 *21 Blank Status None
Button 32 *21 Blank Status None
Button 31 *21 Blank Status None
Button 30 *21 Blank Status None
Button 29 *21 Blank Status None
Button 28 *21 Blank Status None
Button 27 *21 Blank Status None
Button 26 *21 Blank Status None
Button 25 *21 Blank Status None
Button 24 *21 Blank Status None
Button 23 *21 Blank Status None
Button 22 *21 Blank Status None
Button 21 *21 Blank Status None
Button 20 *21 Blank Status None
Button 19 *21 Blank Status None
Button 18 *21 Blank Status None
Button 17 *21 Blank Status None
Button 16 *21 Blank Status None
Button 15 *21 Blank Status None
Button 14 *21 Blank Status None
Button 13 *21 Blank Status None
Button 12 *21 Blank Status None
Button 11 *21 Blank Status None
Button 10 *21 Blank Status None
Button 9 *21 Blank Status None
Button 8 *21 Blank Status None
Button 7 *21 Blank Status None
Button 6 *21 Blank Status None
Button 5 *21 Blank Status None
Button 4 *21 Blank Status None
Button 3 *18 SysAcc-OO Ring Status None
Shared System Access:

Button 2 *16 SysAcc Ring -I Status None
Shared System Access:

Button 1 *16 SysAcc Ring -I Status None
Shared System Access:



- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[tdaugirdas]

If you want the calls to eventually go to ext 10 voicemail - change the Transfer Return rings from 4 to 6 under BOTH Auxiliary Equipment, VMS/AA and under Options, Transfer Return - otherwise it may not cover back to ext 10 mailbox. The way coverage buttons work - if set for delayed ring - is that it will ring the non-existant ext 10 twice, ring two times at 14 and 17, then ringback at 10 twice and go to 10's mailbox.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Stinney]

Tom,

According to the customer it is covering to ext. 10's Voicemail after all of these rings.

The coverage buttons are set for immediate, so it rings those phones immediately and the customer says it rings on the phone with the coverage button 8 times before going to voicemail. So from what you said above, if the caller hears 11 rings, could it be that it is ringing ext. 10 2x first, then 4 times on the coverage buttons, then back to ext. 10 for 2 more rings, then 1 ring to initiate VM picking up?

Everyone in the company (except extension 10) rings on the phone then goes to voicemail (doesn't return to phone before going to vm). Will changing the Transfer Return rings effect them?

Thanks for all of your help!

- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[tdaugirdas]

Normally - the transfer return rings only have to be changed if the cover buttons are delayed ring. You could check and see what the Group Cover rings are set to under Cover Delay for ext 10. They may be set higher than the default of 3 rings - in which case I would lower them.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Stinney]

Tom,

Think I got it finally. Read your post, reviewed the Avaya docs. Avaya stated that Group Coverage Delay was number of rings "in addition" to Primary Coverage Delay.

Primary Coverage Delay was set to 4
Secondary Coverage Delay was set to 1
Group Coverage Delay was set to 4

I changed Group Coverage Delay to 1. Called AA, transferred to 0, rang 5 times (on my side) and went to voicemail. I verified that the line rang 4 times on the person's phone before it went to voicemail.

Thanks again for all your help.



- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.