Hipath 3500 - After MOH - default message "The extension is busy, please call back"

[Revzer]

Firstly I must stress I really just do basic maintenance on a work system that our previous comms company just left us in the lurch with. I am learning more as every month goes by however.

To understand our incoming call structure, it basically goes as follows;

Incoming calls ring for 5 rings, if it isn't answered within that time frame it diverts to a voicemail that simply plays a recording of my voice saying we will be with them shortly. After that message which lasts around 15 seconds or so it then goes to play our MOH which is playing through the audio card I have installed for a further approximately 45 seconds and then all of a sudden a default system voice says "The extension is busy, please call back" and then just cuts the line off.

In the Incoming Calls section of the E Manager software, under Group/Hunts section it is as follows

Index
1 - Call No. 31 Type - Group - Ring Type 1 (These are the lines that ring on an incoming call - extensions 202 and 203)
2 - Call No. 0 Type - cyclic - Ring Type 1 - this is the voicemail that plays the message

Then under Call Forwarding it reads;

Target 1 - Blank
Target 2 - 31
Target 3 - 0
Target 4 - Blank

Cycles - 4


In the past I am 99% sure it kept on continuously on hold until someone picked up the lines. I have not knowingly changed any related settings.

Does anyone know why this may be happening?

Many thanks in advance!

 

[samduo]

Is the incoming call against a virtual first?

 

[samduo]

Try as:
Target 1 - 31
Target 2 - 0
Target 3 - Blank
Target 4 - Blank

Cycles - 4

Siemens/Unify - Hipath 3000, Openscape Office and Openscape Business.

 

[Revzer]

Samduo, that somehow made it so when I called it rang for 5 rings and then never made it to the automatic message or the MOH, it just disconnected straight away.

I've reset it to back how it was in the Target 2 and 3 slots and it works as it was doing before.

All I'm looking for is for when it it's in the MOH state after the message is played, it keeps on ringing the phones in the '31' group.

Any ideas?

Or can you anyone give me any idea of what trail to follow to work it out.

 

[samduo]

What system?? 3k or Ozbiz?
EVM or IVM?
Is this for an incoming ddi? Is it against a virtual?
What kind of mailbox does the virtual have?
Do you have an intercept position set?

If I was doing it:
Virtual number 600 with a AA mailbox.
Call dest list blank group VM.
Record greeting on mailbox 600 and de active message recording.
Set intercept as group number.
Set intercept after announcement.

Siemens/Unify - Hipath 3000, Openscape Office and Openscape Business.

 

[Revzer]

I'll try and answer these as best as I can, because a little of that went over my head.

The system is a Hipath 3350.

The incoming DID (438980) is against Call No. 60 (Virt. Port) on the Station tab. (Type:Standard)

60 is the mailbox number I call to change the 'Please wait' message.

On the EVM page under Auxiliary Equipment I have mailbox call no. 60 which is ticked as an Auto Attendant.

On Groups/Hunt groups call no 0 (Voicemail) which is the second in the target list is cyclic and in the members column has 251 and 252 listed....VM-1 and VM-2. In Stations 251 and 252 are down as s0 extension. Type Phone Mail.


Not sure if that makes this easier to solve?

 

[samduo]

Do you have a target in the intercept position on the AA mailbox?

Siemens/Unify - Hipath 3000, Openscape Office and Openscape Business.

 

[Revzer]

So if I go to the EVM tab and go into Additional Settings. The automatic Attendant on 60 has an Intercept under the Action column to Call Number 31. Which is the group of phones that rings originally when you dial in.

 

[samduo]

Do you have no suffix dialling and intercept after announcement ticked?

Siemens/Unify - Hipath 3000, Openscape Office and Openscape Business.

 

[Revzer]

Only 'intercept after announcement' is ticked, not the no suffix dialling.