G3r and octel 300 calls disconnecting

[kh5150]

I have an issue with calls transferring from our Octel vm to the PBX. When a caller is in the voicemail they have the option while the message is playing to just enter a 4-digit extension and be transfered. In this case if they dial the 4digit ext. of a person that is in a call que the call drops completely,,disconnected...good bye. However if they are not logged in they can get the call. Anyone know how to cure this ???

 

[lever]

I take it your using dial by name to reach a Hunt group number?
Are they Agents at the other end with login I.D's or standered extensions ?

lever.

 

[kh5150]

Yes, dial by name. The agent has a log in ID and the callmaster phone has an extension / TN associated. If the agent is not logged in then the call will process, if they are logged in then the call is disconnected.

 

[lever]

Hi,
Sorry more questions...is the Hunt grp set up with a skill ?
Can you give anymore info.
lever.

 

[kh5150]

Yes, all agents are in skill groups.

 

[redphone]

The Octel extensions may not have access to dial the agents directly. Check the COR for the Octel extensions and make sure Direct Agent Calling is set to yes.

 

[kh5150]

Redphone..tried and it still does the same thing.