How to display "Cover" on 6408D+ phones when busy? 1

[ehm]

I am relatively new to phone switches and I'm looking for help on solving a problem.

We have a Definity switch, version G3V7i.01.0.343.7.

A branch office has a customer service group with about 16 CSRs. There are 2 models of phones, 6408D+ and 6416D+. The problem is that when someone internally calls a CSR with a 6416D+ phone and they are on a call, your display shows "Cover". If you call a CSR with a 6408D+ phone who is on a call, the phone rings and does not show "cover". I have checked the settings for the COR, COS, Coverage Path, Feature Options and they are the same for both models of phones.

Is this an issue with the phone model or is there a setting that I have not found that needs to be changed on the 6408D+ phone?

 

[SF0751]

Do you have the same coverage path for both the 6408 and 6416?
Do you have the same number of call appearences on both?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[heathersuzanne]

interesting. do the users with the 6408 phones have a cover path and does it ever go to cover?

Check page 2 of a station for for a 6408 phone and a 6416 phone - do the setting match? Is redirect notification set to Y or N for both?

Heather

 

[ehm]

Both of the phones, 6408 & 6416, have the same coverage path "1". It is set the go to point point "h99" - voice mail.

They 6408 phones do go to cover but with out the "Cover" appearing on the calling person's display

Susan, I'm not sure exactly what the call appearances refers to. The Number of rings is set to 4 for the "Don't Answer?".

Heather, Most of page 2 is the same on both phones. The differences were in the "per Button Ring Control" and "Active Station Ringing". I changed the "Active.." to single so it only ring once. The redirect Nitification is set to "y" on both.

I copied the setting fromone of the 6416 phones that is working correctly to the 6408 phones so they are the same.

 

[SF0751]

BUTTON ASSIGNMENTS
 1: call-appr   Auto-A/D? n        Rg:r  5: call-pkup
 2: call-appr   Auto-A/D? n        Rg:r  6: call-disp
 3: call-appr   Auto-A/D? n        Rg:r  7: abrv-dial  List: 3 DC: 00
 4: aut-msg-wt Ext: 2264                 8: send-calls Ext:

The call appearences are on page three. You need at least two in order to take a second call while the first is busy, you need three if the "restrict last call appearence" is set to YES on page two.

FEATURE OPTIONS
           LWC Reception: audix            Auto Select Any Idle Appearance? y
          LWC Activation? y                         Coverage Msg Retrieval? y
  LWC Log External Calls? n                                    Auto Answer: none
             CDR Privacy? n                               Data Restriction? n
   Redirect Notification? y                     Idle Appearance Preference? n
 Per Button Ring Control? y                   Bridged Idle Line Preference? n
   Bridged Call Alerting? y                       Restrict Last Appearance? y
  Active Station Ringing: if-busy-single  Conf/Trans on Primary Appearance? n

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison