Forwarding incoming outside calls

[jerryhwilson]

We have an operator using an M7324 and we have a bunch of M7310s on site.

I have a need for my operator to be able to forward the incoming EXTERNAL calls to another phone while still being able to receive the incoming internal calls.

Can someone please tell me how to do this. I have wasted a whole day researching. The manual says that the unconditional forwarding feature, by default, does this, but it is not working in our case. We cannot call that phone if the forwarding feature is on.

Any help would be greatly appreciated.

 

[jerryhwilson]

MICS 7.1 Sorry for the omission.

 

[Multimedium]

I think you need Ringing service.

Ringing service makes additional phones ring for external incoming calls only. It doesn't apply to internal calls (nor to transferred calls).

The service can be turned on or off automatically based on the time and day, or it can be turned on of off manually using a feature code or a programmed button.

Have a look at FAQ799-3717 to learn how to get started. Then, if you need help, you can ask here.

 

[jerryhwilson]

I followed this FAQ post successfully, but don't know how to activate night mode. I inherited this system and it is very old and has been "monkeyed" with for years and years. I wish I could start some settings completely over.

Two questions please:

1. It mentions "short codes" to activate the features, like night ring, and gives me the codes, but I can't get them to work. Is there a button you press before the short codes?

2. Is there a way to set the forwarding feature back to default? I think that's my problem to begin with! Forwarding is supposed to only be external by default, but you can change it to internal and external. I would like mine to go back to default and I would be solved.

My fear of ringing services is that our receptionists forwards her calls to different people depending on what day it is.

Thanks so much.

 

[Multimedium]

1. It mentions "short codes" to activate the features, like night ring, and gives me the codes, but I can't get them to work. Is there a button you press before the short codes?

Feature 871 is the feature code to turn a Ringing service on.
Feature #871 is the feature code to turn a Ringing service off.

These feature codes work only at the Control Set.

If you see a message that says "Denied in admin", it is usually because the set is not a Control Set. It can also be because no Ringing service is enabled.

When the Ringing service has been successfully turned on, the display shows "Services ON" instead of the date and time.

2. Is there a way to set the forwarding feature back to default? I think that's my problem to begin with! Forwarding is supposed to only be external by default, but you can change it to internal and external. I would like mine to go back to default and I would be solved.

The Call Forward feature (Feature 4) forwards calls that ring at a particular set: internal and external calls are treated alike. (There is one exception, though: hunt group calls do not follow Call Forward rules.)

What do you mean when you say that you want forwarding to revert back to external?

Do you want external calls to be forwarded to another internal set on your system?
Do you want external calls to be forwarded to a number outside of your system (for example, a cell phone)?​

 

[jerryhwilson]

What I need is for the master set to be able to forward the external incoming calls to another phone, BUT we can still reach that person internally.

This is the quote that is confusing me, and it's from both the M7310 AND the M7324 User Manual:

10.2.1 Forward Unconditional
Forward unconditional is used to immediately redirect your calls.
· By default this function is only applied to incoming external calls to you. However, if required internal calls and or group calls can also be selected.

 

[Multimedium]

The quote you are referring to comes from the following documents:
[ul]
[li]Avaya IP Office M7310 Telephone User Guide[/li]
[li]Avaya IP Office M7324 Telephone User Guide[/li]
[/ul]

Those documents apply to a system called "IP Office". It isn't what you have.

Your system is called a "Modular ICS". You will need the documentation pertaining to your system:
[ul]
[li]Modular ICS 7.1 System Coordinator Guide[/li]
[li]Modular ICS 7.1 Programming Record[/li]
[li]Modular ICS 7.1 Installer Guide[/li]
[/ul]

In the System Coordinator Guide, read the chapter titled "Forwarding your calls". What is explained in that chapter is what your system can do. As you will see, there is no feature that does exactly what Call Forward Unconditional from IP Office does.

The closest thing I can think of right now is to use a Ringing service to have only the external incoming calls ring elsewhere whenever your operator needs it.

 

[jerryhwilson]

Didn't know there was a difference. I am now digesting the new manuals.

You are awesome. Thank you so much for the help. I'll report back. My biggest fear of the ringing service is that we currently transfer the "external line answering responsibility" to different people at different times, and it looks like the ringing service only goes to one spot. But I'm reading. I can follow directions...and it certainly helps to have the correct directions!

Thanks again Multimedium.

 

[fonegal]

Mics 7.1 has the availability to establish a hunt group which would allow others in the group to answer while the attendant is busy as well as set up for multiple rings, I would recommend getting a local tech to assist you with the setup.

 

[Multimedium]

Didn't know there was a difference. I am now digesting the new manuals.

The IP Office system is a completely different system. It can support the M7000 digital sets (it is probably the reason why you found those manuals), but the features are slightly different. And the feature codes are sometimes completely different.

My biggest fear of the ringing service is that we currently transfer the "external line answering responsibility" to different people at different times, and it looks like the ringing service only goes to one spot.

The system offers 6 schedules. Although they are called "schedules", you can turn on anyone of them whenever you want. In other words, you can program 6 different "external line answering responsibility". And you can also call them whatever you want.

For example, you could have one schedule named "John" that would cause external incoming calls to ring John's phone. And you could have another schedule named "Mary" that would cause external incoming calls to ring Mary's phone. When your operator turns on the Ringing service, he will have the opportunity to choose a schedule.

Mics 7.1 has the availability to establish a hunt group which would allow others in the group to answer while the attendant is busy as well as set up for multiple rings

I thought some more about the behaviour jerryhwilson wanted and I've got a plan that would do exactly that. It goes like this:
[ol 1]
[li]Use the Call Forward feature on the operator set
This would take care of forwarding the external incoming calls. Of course, it would also forward internal incoming calls and even transferred calls. We'll handle them in a moment.[/li]
[li]Create a Hunt Group for the operator
Hunt Groups do not follow Call Forward rules. By making the operator a member of a Hunt Group, calls directed to the Hunt Group will always ring at the operator set, even if Call Forward is turned on at his set. In short, this Hunt Group would be used to reach the operator.[/li]
[li]Swap the operator DN with the Hunt Group DN
This step is optional, but it would make everything transparent to the user. Users are probably used to dial the DN of the operator in order to reach him. However, we no longer want them to dial the DN of his set, we want them to dial the DN of his Hunt Group instead. By swapping the DNs, users would dial the same number they are used to, but they would reach the Hunt Group.[/li]
[/ol]

And I think it would be easier to program than a Ringing service.

 

[jerryhwilson]

I have been out of town over the weekend, but can't wait to try this solution. I'll try it now in fact and see if I can pull this off.

 

[jerryhwilson]

OK, Multimedium, you are a star!

That solution is exactly what I needed. Works perfectly and I followed your optional step and it is now seamless.

I cannot thank you enough for taking the time to help us here. I have done that for many people in the areas of video production and graphic arts software, but never had anyone go the extra mile for me.

Many thanks!

 

[Multimedium]

I'm glad it works well for you.

I should tell you about a particularity of Hunt Groups (HGs), just in case you encounter this behaviour.

A HG only presents one call per member. If there is more than one call, the first call is presented and the other calls are usually queued. When it occurs, the member isn't alerted of the other calls waiting: there is no blinking indicator nor ringing until the first call is parked, transferred or released.

In your case, the operator is the sole member of the HG. It means that he will be able to receive only one internal call at a time. If your operator needs to handle more than one incoming internal call, you will need to address this issue. The idea is to create multiple HGs (typically one per Intercom key) that overflow from one to another. Each HG will then present one call.