How to setup phone to pickup calls put on hold on other extensions.

[mikejcarr]

I hope someone here can help me. We have a Nortel Norstar Modular ICS model NT7B53FA-93 PBX and are using Nortel T7316 desktop phones. There are two extensions in our front office (229 & 230) which had been setup to ring, show and transfer calls coming in to a phone line which belonged to another business. That business has left the building and so now we are trying to get their two extensions joined to the group of five phones currently being used by our office.

I've already managed to get these two extensions to ring and show for our business phone number (on Line 001). Now they can answer incoming calls and make calls out on our business line.

But I haven't been able to get these phones (ext 229 & 230) to pick up calls put on hold by any of the other five extensions. Also, if a call is put on hold on either extension (229 or 230), that call can't be picked up on any of the other five.

I tried copying phone programming from one of the five (correctly working)phone extensions to ext 229 & 230, but calls on hold still can't be picked up between these two and the other five.

I've been going through the Nortel Telephone Features Programming Guide but haven't yet found out how to make this work. I would really appreciate it if someone could guide me to the programming procedure for doing this.

 

[Multimedium]

First of all, the documentation you are referring to, the Telephone Features Programming Guide, is intended for another system called Business Communications Manager. Although it is similar, it isn't what you have.

For the Modular ICS, the documentation is spread across 3 documents:
[ul]
[li]Installer Guide[/li]
[li]System Coordinator Guide[/li]
[li]Programming Record[/li]
[/ul]

There is a different edition of these documents for each release of the software. You should begin by finding the release of the software you are using. It can be found in programming: Maintenance > System Version in the latest releases and D. Maintenance > 1. System Version in the earliest releases. Then, you can use our FAQ to translate the SP number shown on the display into a common release number: FAQ799-6693.

If you don't know how to get into programming, you can look at the sticker on the Software Cartridge: the software release is printed on it.

Back to your original question: the answer will depend on the type of trunks you are using, your existing setup and your software release (again).

For example, for a few POTS lines, the easiest way is to assign each line to a button on the phones. This is also done in programming: Terminals & Sets > [DN] > Line Access > Line Assignment > [Line] in the latest releases and A. Configuration > 2. Line Access > Line Assignment as well as A. Configuration > 2. Line Access > Ringing in the earliest releases.

Another example, for target lines, calls are put on hold only at the phone where they were answered. To allow other extensions to retrieve these calls, you have to use some system features, such as System-wide Call Appearance, if it is available in your software release, or Call Park.

For a better answer, it would help to know what kind of trunks you have, how many lines you have, whether they are currently assigned to a button on the phones... and your software release.

 

[mikejcarr]

Thank you Multimedium for responding to my request for assistance.

I have been in the programming area of the Nortel system at the office with the call transfer issue and will find out the software version it's running in order to get the correct manuals. The business which left that office had their own service provider for the Nortel PBX; but that person is no longer available to us so I'm trying to train myself on managing this phone system.

I've already figured out how to copy configurations between extensions from info gathered from other websites such as this one at

http://www.freevoicetelecom.com/docs/norstar_docs.php?rfile=Copy_Phone_Programming.htm

. So either I lucked out and happened accross the correct instructions for my version of the Nortel software or some of the programming steps translate accross the different versions.

Our office already has five extensions which are functioning correctly and I was hoping that simply copying their configurations over to the two which are not able to "park calls". If this is not the correct approach, then I will attempt to reproduce the settings on the (correctly working)five extensions onto the two phones which will not transfer calls.

You appear to have extensive knowledge about Nortel phone systems. I appreciate your taking the time and effort to help a newbee like myself learn how to do this.

 

[cook1082]

Program the button using feature 3 press button to program then the feature code ,Park is Feature 74.

 

[mikejcarr]

Thanks cook1082, I'll give this a try.