CP100 and GD mailbox vs. AA

[tsplusone]

I have a customer with a CICS 6.1 and CP-100. Having a problem with the General Delivery Mailbox Answering before the Auto-Attendant picks up on Lunch Service.

Phones are set for CF/NA on 6-rings; Auto-Attendant set to answer all lines on 4-rings.

I have Night Service setup with VM ext. in Ringing Group, which answers immediately - working great. For Lunch Service, all phones in office are in Ringing Group and VM ext. is not in Ringing Group (or it answers immediately).

When Lunch is turned on, all phones ring as programmed but the call is forwarded from the receptionist's phone to the General Delivery mailbox (set to CF/NA on 5-rings) instead of being answered by the AA on 4-rings.

What am I missing? Should I disable the General Delivery mailbox & just use a subscriber mailbox instead? Thanks for any help in advance!

 

[aragon]

Lines are prime to reception DN and transfer callback is likely set to 4 rings.
Calls are forwarding to general delivery as result.
increase transfer callback to 6 rings and post your results.

David Brillert

http://www.williamsglobal.com

 

[tsplusone]

Thanks aragon, I think you are right about transfer callback. I'll try it today & let you know!

 

[tsplusone]

After some delay, I finally got to check the Transfer Callback, which was already set to 6-rings.
So, I stumped as to why calls are sent to the GD mailbox after 5-rings, instead of the way the lines are programmed - to be answered by the AA on 4-rings?!? What other features could possibly interact with this setup?

 

[tsplusone]

I know it's late on a Friday, but does anyone have any ideas that could help me? Thanks!

 

[MarvO1]

Remember that there are 5 ways to get a call to VM.
FWD
DRT to prime
DID digits passed
ANS line
service modes
Any one of these paths could be getting the call there before you want it.

MarvO said it

 

[tsplusone]

I finally figured out the problem. It seems the Customer had been playing around with F982 and disabled the Answer Lines option - which naturally they forgot to mention.

After enabling the feature again, the Lunch Service works fine. Sometimes it's the obvious things that get overlooked.

Thanks to aragon & Marv01 for your help! (Good tip Marv!)