Lines ringing and then rolling over to next line and continuing ringing

[aks1036]

Lines ringing and then rolling over to next line and continuing ringing

Something I haven’t experienced before which is when a call comes in line 1 rings for 3 rings, if no one answers it then moves to line 2 with three rings and if no answer it then moves to line 3 with three rings and then goes to a busy signal and disconnects.

What it’s supposed to do is when the call comes in line 1 and if not busy will ring for 4 rings and if not answered go to the auto attendant which can allow the caller to leave a voicemail for whom they are calling for. If busy the hunt group kicks in and it should ring on line 2.

We have an Avaya Partner ACS version 7/8 with lines coming in through a T1 with 2 hunt groups of three lines each. Each group has their primary number.
I’ve gone through the configuration and have not found any settings for forward on no answer extensions, hunt groups in the ACS, or auto transfers on extensions. We did have a hunt group 7 setup for the auto attendant but that was not working so I have since turned it off. This happened once the company move to a new location and I was asked to come in and troubleshoot. I have not tried a system reset and not sure that I should. Not sure how to get this to where it should be. Any help would be appreciated.

 

[Telecomboy]

Your line provider is doing this. The Partner System will not transfer a call from line 1 to line 2. Your line provider probably has call forward on no answer set from line 1 to line 2. So, if it isn't answered after 3 rings it rolls it to line 2. They have obviously misunderstood the hunt groups you need set-up and programmed them incorrectly. Call them and have them fix it.

 

[aks1036]

I asked before, but I'll ask again and have it verified. Thanks

 

[WikiTech]

Check to see if your providers "call forwarding" is a feature assigned to the lines by entering the "cancel call forwarding" code on your lines. After entering the code (sometimes #72) your will receive confirmation tone and your lines will no longer "hunt"
(forward)

 

[aks1036]

Turns out the provider did have forward on no answer after three rings setup. Now repaired. Thanks for the help. Case Closed.

 

[Telecomboy]

Nice! They never admit the first time around it is their issue, but the Partner has no way of transferring calls between lines.