Camp-On Issue

[dwaxman]

I have a Merlin Legend 7.0 (at least that is what is written on the box in black marker) and a Merlin Mail system. We have no phone support person; and our corporate office designed our phone programming in the most horrible fashion. We are recruiters; and thus we're always on the phone. The Camp-On feature, to the best of my understanding, allows the receptionist to take a call, hit transfer, our two digit extension, then camp-on. She then hangs up her phone and our phone will have the person on hold. We finish our call and then grab the person. The problem is, the call comes to our extension just like any other transfer and if we don't get it in 4 "rings" it goes to voicemail.

Can somebody tell me what might be wrong? I've already done a bit of re-programming on the phone (I have an IT background so pushing buttons I find a lot of fun).

 

[ttech]

You can try programming a VMS coverage off button on the phone (programming code *46) But the Transfer return rings might send it back to the operator

The operator can do a camp on too (programming code *57)

In system programming you can change the camp on timer - the default is 90 seconds

 

[dwaxman]

Let me clarify;

I have extended the camp-on timer to 180 seconds. I have also programmed a camp-on button on the operator phone. She presses "Transfer -> extension -> Camp On". The phone however "rings" like it normally does for a transfer, and then goes to voicemail. Disabling voicemail on the extension is not an option as OFTEN we don't want to get off one call for another and would want it in our voicemail.

 

[merlinman]

It sounds as if the feature is not being used correctly.

The Feature Reference says:

"To use Camp-On, the feature must be activated while the person is listening to ringing, a busy tone, or call-waiting ringback. Camp-On cannot be activated at other times, and no error tone sounds when a caller unsuccessfully tries to use Camp-On at an inappropriate time."[/color blue]

When this is correctly activated, the camped-on person will get a Call Waiting tone.

If you are not hearing that call waiting tone, then something isn't right.

Also, when camp-on is used, and the camp-on timer expires, the call goes back to the person who did it, not to your voice mail.

I hope this helps.

 

[dwaxman]

As said above, the operator is answering the call, hitting transfer -> extension -> Camp-On. The person whose phone the call should be camped on gets another "ringing" SA button which continues to "ring" in its normal fashion prior to be dumped into voicemail.

Here is a step by step rundown of what happens:
Call comes in from outside line.
Receptionist answers, determines who it is and whom it is for, puts call on hold.
Voice Announces to the recruiter, hears they want to speak to the person in just a moment.
Pushes the line button that is on hold, hits TRANSFER -> EXTENSION -> CAMP-ON.

On the RECRUITERS phone:
Recruiter is on the phone.
Receptionist Voice Announces a call.
Tell the receptionist just a moment.
Phone rings like another call is comming through, never does a beep in the ear and or anything else.
Rings a few times.