Can I disable the CALLBACK feature on my 3300 ICP?

[agarm]

Is it possible to disable the CALLBACK feature on our 3300 ICP? It is causing more headaches than it's worth.

Also, is there a way for our 4025 phones to notify an internal caller if another extension is off-hook or on another line when someone calls the extension that is off-hook?

On our other system, if you called someone, and they were busy, it would say ON ANOTHER CALL on the digital display, and you knew to call them back, but they were there. Our 3300 does not seem to have this ability. Or am I mistaken?

I'm Anthony and I approved this message!

 

[ianuk1974]

I think if you remove the feature access code from the CDE form Feature access codes might work.

as for your second question I have never seen that feature before.

maybe mitelman or miteltech can help if they are online.

Ian

 

[andy4uk]

Just to confirm 1 st question, we have had a customer whom had the same problem the operator was on (0) and the call back was digit (1) so if some one was making an external call and they missed 9 for dialling out (this set up a call back to the operator) to which we removed the digit (1)in the feature access code assignment, and we've not had the problem since.

As for the second Question, I think you will need to set the call rerouting first alternative to normal and this should give busy, Not sure on a message?????? never set this up if it's available!
Another option is to set a spare key on the 4025 to have a DSS/Busy lamp for the required extension, so they can see them busy.

 

[mitelman]

I don't know of anyway to disable the callback feature. It's kind of wierd I don't even notice it anymore on my set. I had to try it to see if it was still there...

As for your 2nd question. Mitel does not do the "On another call" thing. That's what the callback feature is for. Usually if people are on the phone callers go straight to VM or ring their second line which they can answer if they want.

 

[Lundah]

About the only way to do the "On another call" thing would be to set it up in the advisory messages, but it would be a bit cumbersome to use for that particular situation, the advisory messages are geared more for away/DND messages.

 

[MitelTech]

Disable Send Message" will remove the callback feature. Must be turned on in the calling extensions COS. Make sure you leave it on for your voicemail ports. Once you do that, make sure the call reroute 1st alt has "Busy" set to normal (as suggested above).
Once that's done when a busy set is called your display will indicate "Bob is BUSY" and of course return a busy signal to you.

 

[mitelman]

Hmm, disable send message doesn't work for my in my COS as it was already turned off. It is also disabled in the called party COS as well. We are running 5.2.4.4 which works out to be LW 33. So if Mitel fixed it for awhile, it is broke again.

 

[MitelTech]

Really, well, that's the theory. I will try it on my 5.2.4.4 today as well.
Remember, the feature has to be set to YES, not NO.

 

[agarm]

So MitelTech, what if these extensions have voicemail, will your solution not work in that scenario? Since you get a busy signal...

I'm Anthony and I approved this message!

 

[agarm]

I re-checked my settings. All my phones are in the same COS. Except my voicemail ports, and my analog phones. I set the "Disable Send Message" to YES. When I call an extension, I still have the word "Callback" on the 2nd line of my digital display underneath the person's name I'm calling. If I could make that go away, I would be happy.

I'm Anthony and I approved this message!

 

[MitelTech]

OK, time to clarify. Disable send message will make it so you (the caller) cannot light the called parties message waiting lamp by hitting the message button (a big problem since most people associate the flashing lamp to voicemail).
Callbacks allow you to get a audible tone notification when that user uses their phone again, indicating they are at their desk now. I'm looking to see if that can be turned off.

 

[MitelTech]

With a quick call to Product Support for verification, CALLBACKS cannot be disabled, only Send Message can. Sorry.

 

[agarm]

OK, that's pretty clear. I'm just an Administrator, not an installer, so I don't really have the access you guys do to support (I guess, am I wrong? Can I call Mitel support? Or must my vendor? Anyway, thanks for your help. Out of ALL the little things people complain about; that stupid callback feature, and the ON ANOTHER CALL thing have been what people whine about the most.

IS there a "wishlist" somewhere on Mitel's site for people to submit new feature requests?

I'm Anthony and I approved this message!

 

[MitelTech]

No, your dealer would have to call on your behalf.

Like it was said before, remove the reroute on busy to voicemail and the display will indicate "XXXX is busy" and present a busy signal to the caller (where XXXX is the persons name as programmed in the telephone directory). Callback is a useful feature, not sure what their complaint would be.

As for the wishlist, your dealer can also submit a DCR (Design Change Request), whether or not it gets implimented is another story.

 

[jneiberger]

This is an interesting thread. We're a Nortel shop and I'm hoping we'll be adding some Mitel gear. However, we I call someone and they are busy, I'll get a "Busy" notification on my display. The call will roll to voice mail regardless of whether they're on the phone or not, but at least if someone didn't answer because they were already on the phone.

Does Mitel not support this feature? As I understand the postings above, we can get a busy message but at the cost of losing voice mail? That doesn't make any sense! Am I misunderstanding the situation?

John

 

[mitelman]

John, I'll explain the Mitel logic behind this.

If you want to have two incoming lines on your phone, obviously you would be prepared to take the 2nd call. So that means you're free (not busy) to take the call. So if you are not busy the display will never show you are busy, because your aren't.

If you really are busy and all your lines are busy the call will go straight to voicemail.

See from a Mitel techs point of view, why would you want to call someone have it ring their phone, but yet have your display show busy? That's not too logical

 

[jneiberger]

But it IS logical. It differentiates between someone not answering because they're on the phone or not answering simply because they're not answering.

With Nortel gear I immediately know if the person I'm calling is busy. If so, I often don't leave a message and I just call them back later. Or, perhaps I'll send them an email knowing that they'll get it because I know they're in the office on the phone.

IMO, if someone is on the phone then they are busy, even if they have a second line and could put the first call on hold to answer your call.

Mitel shouldn't assume that they know what's best in cases like this. Users should be given the option to program the behavior of their choice.

 

[MitelTech]

That's what we have conditional voicemail greetings for. If I'm busy it says "hi, you'ce reached me, I'm on the phone right now..." and for no answer it says "hi, I'm away from my desk...". Of course, if you have multicall on your phone and you are using 1 line and ignore the 2nd it goes to vmail as a RNA condition. So, the feature really only works for single/key system appearances. But that's getting a little off topic now.

 

[MitelInMyBlood]

In reading this thread it looks like first of all we may have a misunderstanding between "setting a callback" vs "sending a callback message".

The first option, setting a callback, will cause the called party's phone to automatically ring you (the caller) back either when they go on hook from the current call (busy) or when they go on hook immediately after the next time they use their phone (no answer).

The second option, sending a callback message is the one which lights the msg wtg indicator and so is the feature most hated because of the obvious confusion factor with voice mail. Mitel solved that issue with the COS option to disable send message, which needs to be set to Yes in every active (assigned) COS except for your voice mail ports.

In more recent loads (LW33) Mitel now offers a method to show the caller that the called party is busy for a predetermined nbr of seconds before sending the call to voice mail (or other reroute/CFB destination).

Still this only works for single line and key system line appearances. It does not work for Multicall appearances.

Only my sometimes not-so-humble opinion, but anyone who gives the Multicall feature to anyone who is not an admin or receptionist, ought to be whipped. Example, if the exec needs another line, don't give them Multicall. Instead give them an explicit separate DN, perhaps even one thats non-DID, and then use CFB user-programming to send the busies to the 2nd line and use system rerouting to handle getting the calls to VM. This way we can give the admin "both" of the exec's lines without the poor admin having to guess if the exec is on the phone and manually use call transfer to get calls back into the exec office. Multicall is a great feature, but a horrible one to give to someone who is not an admin but depends on an admin to handle their cals for them.

And yes, we probably have digressed a bit..

 

[Mitelpassion]

What you could do when a person is on the phone is to have an internal call "camp-on" This will display "waiting" on the calling party and trade on the called parties phone. To get busy and still have the phone ringing certainly is not supported and not very logical in the context of having the camp-op feature. If you dial an extension that is busy by default you will camp-on to that ext after 10 sec. This is configurable to camp-on immediately by setting the auto camp-on timer in the cos to 0 (or blank can't remember).