Incoming calls keep getting conferenced 2

[DirectelTech]

Hi there.

Strange one, and no the conference button is not being pressed.

This is an issue I have had on quite a few systems for quite a while now, varying software versions.

On either 1416's or 1616's switchboard receives a call on appearance A, answers the call and then a second call comes in on Appearance B. The switchboard press transfer to transfer the first call and then both calls disappear. A few minutes later the callers call back and say that they ended up chatting to each other. I stress the conference button was not pressed.

Any ideas on what could be causing this?

 

[amriddle01]

Incorrect procedure, they are answering one call, placing it on hold then answering another and pressing transfer, they just transferred one call to another.
The system did exactly as it was told.
Deal with the first call completely, then answer the second

 

[amriddle01]

Lots of folk jump between multiple calls, thinking they're doing a fantastic job and being very efficient, it is in fact the exact opposite

 

[IPGuru]

Lots of folk jump between multiple calls, thinking they're doing a fantastic job and being very efficient, it is in fact the exact opposite

I could not agree more.

when talking to a customer is it terrible if they keep placing me on hold to answer another call, invariably we have to go over everything again so the call takes 3 of 4times longer then necessary

Deal with the call you are on let VM take a message & call back*

(The call back part is important people only hat going to VM when their messages get ignored!)


Do things on the cheap & it will cost you dear

 

[Westi]

That might work for Europe but in North America it is true to NOT answer a call and let it go to voicemail instead.
It takes 5 seconds to say :"just one second please" answer the second call saying the same thing and finishing the first call.
Reception calls are usually not that long as most people only ask for someone to be transferred to.
Different ways of working, still need the correct buttons to be pushed to work

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[joe2938]

well they could park the 1st caller, answer the 2nd caller and when through just hit the parked call button.

 

[amriddle01]

That's not the case anywhere Westi, we tested it.
We had a customer insist it was quicker as you describe, so we set up a test where we presented multiple calls over and over for 30 calls.
Did it both ways, and handling the calls fully won by a fair margin every time, also customers preferred it when asked, they didnt feel they waited any longer either.
Customer didn't believe it so we repeated it about 5 times until they had to conceed.

Those 5 secs add up, and not required when you simply transfer as you have to in the end anyway

 

[Westi]

sounds good amriddle
will suggest that in the future and just prolong the voicemail coverage time if needed

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[amriddle01]

You can handle 38 - 40 calls in the same time 30 calls takes using the old multi answer technique.
I think it's a hangover from using mechanical switchboards and physical line to line connections and people assuming that's how it should still be done

 

[Westi]

I remember mechanical switchboards. Also the changing of the light bulbs on them.
Gosh I feel old. Time for a week off.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[IPGuru]

It takes 5 seconds to say :"just one second please" answer the second call saying the same thing and finishing the first call.

if I am phoning you a a customer who has a choice will simply hang up & go elsewhere saving you the bother of handling one call

if I am the first call in why should I have to wait whilst you deal with someone who was behind me?woul you accept that sort of behaviour at a shop till, hldon one moment whilst i check what the person behind you wants? I don't think so.



Do things on the cheap & it will cost you dear

 

[derfloh]

Why not lead the call to a hunt group and use announcements.

You can add further users to the group to times when more calls come in. Or other users can pick the calls from queue with a group button.

 

[Westi]

derfloh
that works only for very organized and structured companies. Most companies fly by the seat of their pants rather than being well managed or structured.
It would also mean that someone has to think and do something and not blame the phone system for their shortcomings in management.

People expect the phone system to be intuitive and take charge and automatically do what they think should happen.
Works up to a certain point but it just can't do it all.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[derfloh]

Joe, you're right! It is naive to expect an end user (or supervisor) to think themselves. That's not the modern way to work...

Frohe Weihnachten, Joe

 

[DirectelTech]

Hi there
Sorry to say but I have just proven the hold button theory (However it is still a HOLD ISSUE) wrong on this one and have managed to replicate the issue, and it is in my mind both system and user error. See call flow below.


- Call 1 comes in (No stress on receptionist)
- Transfer button pressed
- DSS button pressed
- Receptionist waits for "Complete" on display or ringing on handset and puts the handset down
- ALL GOOD SO FAR!!

- Call 2 comes in (No stress on receptionist)
- Receptionist answers
- CALL 1 RETURNS TO THE SWITCHBOARD AS A TRANSFER RETURN
- RECEPTIONIST PANICS!!!!
- Transfer button pressed
- DSS Button pressed
- RECEPTIONIST DOES NOT WAIT FOR RINGING OR COMPLETE ON SCREEN AND HANGS UP AND ANSWERS THE RETURNING CALL
- Receptionist feels calmer now and attempts to transfer the returned call 1 again
- Transfer button pressed
- BAM!!!! Caller 1 and CALLER 2 are conferenced and chatting to each other.

The way to get this to stop happening is to change the default Dial Delay Count from 4 to say 2 (System -> Telephony -> Telephony)
My concern with this is that if the user takes a bit longer dial an external number (Especially on SIP that requires the full number ENBLOC) calls may start to fail

So hopefully this will help others

Cheers

 

[janni78]

Do you have 2 or 3 CA buttons?

If you have 2 and Reserve Last CA enabled they won't get a call until the first is handled.

"Trying is the first step to failure..." - Homer

 

[DirectelTech]

The client has 6 CA's due to the call volume.

They WANT to see the holding calls, so queueing them on the group is not an option

 

[IPGuru]

IP Office is not a key & lamp system
Do not try to use it as one

A group button on the handset will indicate when there are calls queuing. The is absolutely no need for the users to know how many are queueing (if there are any calls queueing then they need to answer theme as soon as possible)

until you customer drags their working practices into (at least) the 19th century they will not get the best performance out of their equipment & their customers will be suffering (even if they do not realise it yet)


Do things on the cheap & it will cost you dear