CICS sends call to VM in error.

[RoddyMaclean]

Good Morning:
On a CICS 30AGK12 with three incoming lines, I have the following situation. Typically the receptionist at 221 answers all calls before the flash picks up on the fourth ring. When she takes a break she forwards her phone to 227 where an alternate takes calls. What is happening is that when the phone is forwarded to the alternate and she takes a call, any other calls go into the main receptionists voicemail. Both 221 (M7310 with blf) and 227 (M7208) have two intercoms, and DND is off on both phones. Any ideas appreciated.

 

[hawks]

Look at Forward if Busy and see what it is set to.

 

[RoddyMaclean]

As memory serves, to ext 235 for voicemail. Thanks for bringing that up, any idea for a workaround so that 227 can be left forward busy to VM and still back up the receptionist?

 

[Crowtalks]

You may need to remove FWD Busy from 227 because any call hitting her phone when it is busy will go to voicemail...since the call originated at 221, it will drop in her VM box.
(2) Do the lines appear on her phone also, but just not ring, or do the calls ring to her intercom button?


NCSS NCTS NCTE

 

[RoddyMaclean]

Lines appear but do not ring on 227, appear and ring on 221. I tried to talk her into Appear and ring, but no joy.

 

[Crowtalks]

Try removing fwd busy on her phone and use fwd na after X rings instead.

NCSS NCTS NCTE

 

[RoddyMaclean]

Thanks for your help guys