FWD Busy going to Attendant 2

[nappers]

I have a customer and when you call him and he's not there you will get his voice mail after 4 rings. However, when he is on the phone, the call forwards to the attendant even though the capabilities for his set under FWD on Busy is set for the voice mail DN. Both FWD No answer and FWD on Busy are set to the voice mail DN. Why would his line forward to the attendant? Any suggestions would be great.

Thanks,
Nappers

 

[mikescience]

What equipment & software version do they have. There is a problem with MICS 5.0 and NAM 4.0, that ITAS put out a patch for.

Mikescience

 

[nappers]

I have MICS 4.0 with Norstar voice mail 4.0

 

[jerryreeve]

You mentioned "why would his line go to the attendent" Have you looked at the individual lines? such as I could see the call getting to the attendent if you have the Primeset for the line as the attendent with a low DRT time. also check the IF BUSY: To Prime/busy If this is set as To Prime then the attendent will get the call befire call forwarding can take effect since the set never gets the call and forwarding is a set feature. JerryReeve
Communications Systems Int'l
com-sys.com

 

[mmazza]

I might be DRT to Prime . what ever the prime set is for that line . Does the Main lines get answered by the AA ? If you find a tip helpful Please take a moment to mark it as such.


Mario Mazza
Telecommunications Specialist

 

[nappers]

DRT to prime is set for yes under system programming, and all the sets Prime Line is set to I/C (intercom)under terminals & sets. The DRT delay is 4.

 

[jerryreeve]

Nappers,
the sets prime line is just for what happens when you pick up your handset on the telephone. ie intercom, line or pool. What you need is the prime/primeset information for the trunk that the call is coming in on. I am assuming that the call that is giving you trouble is either coming in on a trunk or DID trunk, Is this correct?

look at the line information for the incoming line(XXX):
go to lines -> XXX -> trunk/line data -> if busy:
and see that that is set "To Prime"
next
go to lines -> XXX -> trunk/line data -> PrimeSet:
and see what set that data is set for (you want it set for the station not the attendent)
JerryReeve
Communications Systems Int'l
com-sys.com

 

[nappers]

Jerry,

I have looked at the settings of the lines, and under trunk/line data, I do not have "if busy". I only have trunk type:E&M, line typeool A, dial mode: Tone, Prime Set: 1500 (which is the attendent), auto privacy: Y, answer mode: Auto, answer with DISA: N, line grp: ILG 01, aux. ringer: N, signal:WinkStart, and last but not least ANI number: N.

As for the prime set being 1500, the only option would be to change it to a station number, correct? How would I know what station the call is intended for? I have about 50 customers each with their own target line and 1 2-way T1 for both incoming and outgoing calls.

Help!
Nappers

 

[jerryreeve]

Ya, Sorry, I wasn't sure if you were using DID's or not, Since you are using DID's look at the same area (prime line/if busy) in lines but for XXX insert the Target Line(145 to 336) for the person's incoming call.
JerryReeve
Communications Systems Int'l
com-sys.com

 

[nappers]

Like I said, there is no prime line/if busy that I can find under lines, whether I look under the target line, or the T1 trunks---not under the lines heading, or the trunk/data heading.

 

[jerryreeve]

Do you have Norstar remote utilities? if so then it can be sometimes easier to pull down all of the info on the screen and looking at it all can sometimes give you a idea. I don't know why you can't see what we were refering to earlier, I didn't think it would be blocked out. JerryReeve
Communications Systems Int'l
com-sys.com

 

[jerryreeve]

I just noticed something you said earlier; yes, if you can see the 1500 for the attendent on the target lines you would definatly want to change that to the station that the target line is for JerryReeve
Communications Systems Int'l
com-sys.com

 

[MISgirl]

Hey,

Have you taken a look at the Delayed Ring to Transfer (DRT) option? That's what I'm trying to do with one of my lines, but I'm having trouble remembering how to do it. What happens is, when the line is set to ring back to prime, the phone call returns to the prime set after the specified number of rings (and the prime set's vm will pick up). If you turn the DRT option off, it should ring where it's supposed to (if that's your problem).

Just a suggestion,
MISgirl

 

[DueE]

This is a weired one, I see the "If busy" after the "Rec'd #: " prompt on all my target lines.
DueE