Key system issue

[ken07734]

ok, anyone have a simple solution for this one?


Merlin Legend Key Mode,
all lines assined to everyone
console principal of all lines

problem:

operator places call on hold voices to user to pick up line x, user picks up line x, but line still flashes on console. operator does not want to transfer calls just put them on hold for users to pick up.


how do you get the line to release on the console when the users pick up the line.?????

 

[Ghostin]

Are they actually pressing the line button to pick up the call or using a pickup key or something like that? If they are pressing the line button it should release. If you have a button available, you might try programing a privacy button. Does the operator use the hold button or the transfer button to place the calls on hold?

 

[ken07734]

they came from an 820D, so they never use the transfer button. that's the problem they will not use the transfer only place it on hold for the users to pick up.

 

[TouchToneTommy]

Ken, I've never heard of this one. You're in the key mode, the lines are assigned square to each set, call gets put on hold at the console and pickud up elsewhere, and the console still blinks?!?

I've got several small Dr.'s offices (part of a medical clinic chain) that decided to put the same system in each office. They're in key mode, and don't exhibit this behaviour.

 

[Ghostin]

I have never had this issue either. You might have a corrupt database.

 

[ken07734]

I might have ( and I stress might ) found the problem. I have only installed a Legend in key mode 3 or 4 times in my lifetime, I have installed countless systems and always install them in hybrid/pbx with setup space for the numbering plan, so I have never run into this issue before.

Well now for the solution ( I hope ):

it seems there is an option called holddisconnect and by default in the Legend it is set for 450 ms, well if you can verify reliable disconnect from the telco and that they release at less than 450 ms then you can make the hold disconnect 50 ms.


so, in closing I believe that the system is waiting 450 ms for the call to be picked up and the operator is just grabbing the line because she can. ( she gets swamped with calls and loses track ) by lowering the threshold the blinking light on the line button should dim faster now when another user picks up the line.

I'm keeping my fingers crossed!!!!!

 

[jinxs]

Hey ken07734,

I actually called AVAYA about this one as well. We Upgraded a Cust from a Merlin Plus to a Legend. We reused all of their phones. They had the same problem. Avaya said that the problem is the phones are Hybrid. And yes, they as well said you would have this problem with the ETR Phones. Their solution was to either use transfer/pickup or to upgrade them to MLX phones. The Digital phones will not have this problem. That answer cost me $100. Good luck.

 

[kristiandg]

The Hold/Disconnect is for when the caller hangs up and has nothing to do with your end of the call.

Kris

 

[ken07734]

Well, by setting the hold disconnect to 50 ms the problem stopped.

 

[kristiandg]

Thats very odd. You should make sure when lines are put on hold, they don't drop prematurely thinking the CO has disconnected the call.

Kris