Crossed Lines IP 500 v2

[HerpDerp]

Hi All,

Having an issue with 2 branches where they are saying they are having crossed lines on their Switchboard and from what i have seen they are having finger issues when dialling numbers. We have given them training on using the switchboard and the receptionist console but they are old school and prefer using the desk phone for directing calls. which is fine I am just not sure how to prevent these problems.

So my question is how can I configure their switchboard extensions so that there is no chance of finger problems? I've never experienced a problem like this before with an end user and I'm not entirely sure how to get around their inability to follow instructions. Is it possible to remove the chance of human error from the switchboard when it comes to directing calls?

I believe the problem is revolving around the call appearance buttons how they use the transfer button. Any ideas would be appreciated. Even if it is temporary until i get a chance to go back to the site to train their staff again on the switchboard and monitor them in person.

I have researched this and there were two common issues that i saw, an old PBX that needed to be replaced and finger problems on the switchboard. These are new PBX's using sip lines so i don't see how that could be the case. Again coming back to the finger problems.

 

[HerpDerp]

**Switchboard is an Avaya 1616 | PBX is on release 8.1

 

[IPGuru]

how do you mean "Crossed lines"
are they transferring one inbound caller to another or are they overhearing conversations.

you need to provide more detailed information before we can advise

also if you think it is finger trouble I suggest you watch the receptionist & try to reproduce the error.
once you know how it is produced we may be able to advise on prevention

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[cdiris]

I've had systems on SIP that actually connected incoming caller A to transferring caller B when the receptionist was doing an internal transfer of caller B. I was able to duplicate this once on a demo system with similar settings but only that once. The call had left the phone system entirely and was connected in some sort of conference within the SIP system. I don't know if this is the issue you are having or not. I hopefully solved it by turning the Refer settings in the SIP trunks to Never and also adding more appearance keys to the receptionist station. This was on systems running 8.1 (69)

 

[HerpDerp]

@IPGuru sorry for the unclear description, they are saying that when they transfer a call internally it ends up that the client ends up talking to another client phoning into the system. We were having a similar problem on one of the other sites until we implemented the receptionist softconsole and it hasn't arisen again.

@cdiris should i just set the refer option to unsupported?

 

[IPGuru]

enable Busy on hold & ensure the receptionist tick box is set


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear