MAGIX: Call on Hold Dilemma

[wheelma2]

I have a customer with a Merlin MAGIX r2v9 with Merlin Messaging v2.5. They have an AA that's 0-option rolls over to (we'll say) x999. Since managment requested that the 0'd calls go to (3) receptionists, I've programmed (3) digital stations for primary coverage of x999. When the receptionist at (we'll say) x111 answers the covered call and places it on "hold", she can not retrieve the call.

Since the call is originally destined for x999, I figured the call may be put in x999's hold queue, thus I've advised her to try dialing #9 999 to retrieve the call. She says it does not work... she just gets a busy tone.

Any thoughts?

Thanks-
Marc

 

[telecomtekperson]

I would have them park the call. But in that scenario, it would be #9 1111

 

[wheelma2]

I'm not sure I understand... and perhaps my use of bogus extension numbers was not a good idea.

*The 0-option goes to x350.
*The extensions covering x350 are x320, x321 and x322.

When you suggest trying #9 1111, do you intend for this to translate to #9 1320 or #9 3201 or did you enter an extra "1"? Thus it would translate to #9 320?

If you're suggesting #9 320, that shouldn't be necessary... She is at x320, therefore when she lifts the handset and presses the "hold" button, it should attempt to retrieve the call from x320's hold queue by default, should it not?

Since the call is not available by simply pressing the "hold" button, this is why we assumed it was being held by x350... and thus my recommendation of #9 350, which results in a busy signal.

I may suggest parking the call, but I would also like to know what is happening to the calls that are put on hold.

Thanks-
Marc

 

[TouchToneTommy]

You press "hold" to place the call on hold, not retrieve it. To get it back, just press the blinking SA button. For those with coverage for 350, the coverage button will be blinking if they answered the coverage call and placed it on hold.

 

[wheelma2]

Thanks TouchToneTommy, that is probably the issue... I had the Coverage button programmed as one of the numerous feature buttons programmable on a 4406D+ that do not have an actual button associated with them on the hardware. I've moved this feature to button #5 and now it should work. Awaiting user feedback...

Thanks for your assistance!

Thanks-
Marc