CP 150 Conflict Answering Line

[jjimm]

I am working on preventing a line from being answered by the CP 150/MICS 6.1 systems (it's been a long haul). I believe the ksu might be programmed redundantly. There is a conflict, because the voicemail just keeps answering the line (32).

First, the AA was answering it, until I changed the CP150 programming for line 32 from AA to No, and removed the prime set (VM) from the line in the MICS. Now it's rolling to ext 229 mbx, which is one of 8 sets that has the line's ringing appearance.

CFNA is programmed as VM = prime set for each extension, after 3 rings. DRT is also programmed, delay=4 (XFer callback=4 also).

I now know the DRT delay should be higher than the CFNA to avoid overriding the DRT; and, if 2 sets or more have ringing appearances of the same line, it rolls to the extension's mailbox. (I don't understand why it goes to 229, instead of 222 or 224,though, but that's what keeps happening.)

Do I even need CFNA? or will DRT do the job for rolling the other lines to VM for the whole system? If I am understanding right,CFNA is for the line and DRT is for the whole system.

Should I remove CFNA from all sets, and use DRT to answer all? (I know it depends on the needs, but noone has a designated line) Or should I keep both, and increase the CFNA delay?

I sure hope SOMETHING lets line 32 ring uninterrupted!
I appreciate any help.

 

[Arr]

Jim,

Any phone with CO ringing assigned must have it's CFNA to Mbox set to be the same or higher as the ring-to-answer programming in 'lines' or DRT. So if your DRT value is 3, then your CFNA value must be 3 or greater.
You need to check the CFNA value of all your phones against 'line' or DRT programming.
Check in 'operator status' F982, that answer lines=Y and that the business is open.
Also make sure the Voice Mail DNs have no lines assigned.

PhM

 

[Sphoneman]

What ext/MB do you want L-32 to be handled by? If any?

I presume when you removed Prime Line being the CP DN, you made it "None".



Steve
tele-dataservices.com

 

[jjimm]

Steve- Line 32 is to be answered (line appears and rings) at 8 stations. It should have no voicemail, and just continues to ring until a live person picks up the call. But it won't keep ringing- Either AA or someone's mailbox answers it (currently ext 229, which has a line 32 appearance with ringing -why it goesto 229 first, I don't know. 222 and 224 also have L32 appear and ring).

I didn't change the prime line. I changed the prime set (252, which is voicemail) to NONE.

PhM- I do need to change the CFNA delay, which is 3. the DRT setting is 4. I will correct these, so that CFNA is greater than DRT (can it be equal to? i.e., CFNA=4 and DRT=4 ?
I will check in operator status,and open for business as well.
The only voicemail DN used is 252. 251 is not required, to my understanding. 252 is not set up as a virtual DN, 252 is the DN the prime sets for each ext, and 252=OvFlow , and control set-for sets 252=222 (attendant is 222). Sound right?

The Call Pilot manual, under "Ringing lines and answer Buttons" reads "If two or more telephones have a ringing line appearance of the same incoming line, and one of these is programmed with the CFNA forwarded to Call pilot features, incoming calls are directed to the mailbox of the programmed telephone."
well, all extensions are programmed to CFNA to 252 (voicemail) with 8 line 32 appearances with ringing.It keeps going to ext 229 voicemail. It sounds like I can only have one ringing appearance of line 32, so it not to forward to VM.
does that sound right?

I'm sorry this is so lengthy. Thank you both VERY MUCH for the help. It seems like this should have been a simple thing, but it isn't.

 

[Sphoneman]

You stated prviously the other 8 sets had appearances, not appear & ring.

Only the receptionist phone should have "Appear & Ring" on those lines (in case the VM system locks up).

Change those sets to have "Appear only" of your 5 lines. Have an "ANS DN" buton on those 8 sets.

Change the DRT to the highest- I think it's 10 or 12. Any phone with a MB will handle it in the FNA to VM DN.

Have the AA picks up those lines in "0" rings so that they go to AA within the first ring cycle.

You usually should not have to mess with the VM DN extension programming. The CP knows what it needs to be with the Norstar.

Try that.



Steve
tele-dataservices.com

 

[jjimm]

We had the DRT delay set to 10 and the Xfer callback to 12. The customer complained because it takes 15 rings to transfer. demanded it be set back to 4.

The purpose of this is to have a doctor's line ring until the doctor or a live person answers-not voicemail. If noone can hear the ringing it's not a solution.

The only way I see a solution is to have it ring on the doctor's phone only, and put a line ringer in the receptioin area.
It seems like a dumb limitation to have a maximum of 1 line ringing appearance

This is why I wondered if calls would still roll to voicemail without CFNA.

 

[Sphoneman]

You cab hear the ringing with the ANS DN.

Steve
tele-dataservices.com

 

[NorstarWiz]

Why not use Hunt groups so you can avoid any CFNA situation?
Set it to Broadcast and queue timeout to the max setting?

 

[mroberts]

I believe this is case of thinking WAAYYY too hard.

If it RINGS the phone it will try to follow the forwarding of the phone.

So do as Sphoneman says and set all but one of the phones (which isn't forwarded at all) to have line 032 Appear only so that the line won't forward to vmail at all. As he mentions, the call will be heard on those 8 phones as it will ring the answer DN button.

What's with, "We had the DRT delay set to 10 and the Xfer callback to 12. The customer complained because it takes 15 rings to transfer."??? 15 rings for WHAT to transfer??

You're other lines 01-004, 031 should be programmed to answer with AA, under F983, AA, Lines programming. NOT with DRT to Prime Programming.

I always set DRT to Prime to 10 and Transfer CallBack to 12 rings just so they don't cause conflicts.


MRoberts

http://www.a1teletronics.com

 

[aragon]

There is a hierarchy of call rules:
If no phones are programmed to answer or the only ringing phone or voicemail is taken out of service the prime set will ring (prime should be the reception DN).
In the case of a tie in call in transfer call back and forward no answer settings; forward no answer will win.
In the case of a tie in forward no answer settings and AA rings to answer; AA will win.

Examples:
If all phones are programmed to ring on a particular line and they are "forward no answer" to mail after 4 rings (and forward busy is not used) and the AA rings is set to 4 rings then the AA will pick up in 4 rings.
If a user hard forwards their phone using feature 4 this will override the AA and callers will be answered by the mailbox owner's greeting.

If call forward no answer is not used and the system is full AA then any call transferred by the AA will revert back to the mailbox assigned to the dialled number based on the transfer callback setting.

If AA is set to 4 rings and DRT is set to 3 rings and prime is reception then reception will ring once before the AA picks up.

Try this:
DRT= 4
Transfer callback= 4
Call forward busy= NO
Feature 4 to mail or feature 984= NO
AA rings= 4
Results:
Calls will ring 4 times on each set simultaneously and AA will pick up after 4 rings.
Call forward no answer will override transfer callback.
Extensions not forwarded to voicemail using forward no answer will be sent to mail after 4 rings via transfer callback (if no mailbox is assigned to DN then caller will be transferred to general delivery).



David Brillert

http://www.williamsglobal.com

 

[hawks]

Use line 32 in a Hunt Group like norstarwiz said. Then have the staions as that Hunt Group and have it roll over to itself.

 

[jjimm]

It works fine now, thanks!

The DRT=4,VM delay=4, and the other thing that needed to be changed was the lines for VM extensions-251 and 252-changed Line 32=appear only, and 1-5=appear and ring. Line 32 now rings uninterrupted, as desired, and the others forwd to VM after 4 rings.