Calls to Shared SA not going to VM

[bzgal]

There's a client that have several boss/secretary relationships. The secretary has 2 Shared SA line appearances of their boss on their phone. Whenever the receptionist transfers a call to the line it rings and if it's unanswered it goes back to the receptionist. I have tried calling the extension directly and it goes to VM so the coverage is there, but why doesn't it go to coverage when the receptionist transfers it? Also...I'm told the secretaries are able to pick up the boss's line when their on it. I installed a privacy button on the boss phone and made sure it was illuminated but I'm told it doesn't work. I haven't tested that yet so I'm not sure whether or not I should believe it.

 

[merlinman]

Well, it sounds like it's not being used correctly.

That is, if she answers a call on an SSA button, AND the caller wants to talk to the BOSS, AND she knows he is in, she is supposed to just place the call on hold, and then USING HER OWN SA button, ANNOUNCE THE CALL TO HIM.

Then, he can just pick it up.

If he is not in or doesn't want to take the call, then she go back in on the SSA button and then she should use Direct Voice Mail to get the call to his mail box.

http://home.comcast.net/~merlinman

 

[bzgal]

No, that's not it. The secretary understand how the sharing works. It's when the receptionist transfers the call and the secretary doesn't answer....it doesn't hit the boss's VM. As if there is no coverage. Does that make sense?

 

[merlinman]

I would now suggest that you print out the Boss's Extension Info and see what it shows. There may be something there that is causing this issue.

http://home.comcast.net/~merlinman