missed calls on line and call appearances

[eastcoast10]

A contractor installed an IP Office 500 for us at one of our remote sites. We only recently have deployed IP Office Manager such that we can see the configuration.

The contractor configured each set with two call appearances and a line appearance for every Telco line dropping into this office. The sets therefore have two call appearances and six line appearances.

There was a complaint about this configuration. The users were logging missed calls although the inbound call was not meant for them. I assume this is because every user has an appearance of every line.

We have: System --> Telephony --> Call Log: default centralized call log on /log missed call answered at coverage selected.

Question:
Is this a correct assumption, that because every set has every line appearance any call into the lines shows up as a missed call?


The contractor setup an "odd" configuration on the inbound calls. The calls are routed as follows:
- hunt group which points to a dummy extension as its sole hunting point.
- the dummy extension is set to unconditionally call forward to a system short code.
- the system short code routes to the auto attendant.

Question: My assumption is this arrangement prevents the call showing up in the missed call logs. Is this the reason behind this design; what is operating here such that the additional delay prevents calls showing up in every missed call list?

 

[derfloh]

So the original call is a hunt group call. You can set up "log missed group calls" (or something similar) as well.

 

[amriddle01]

First of all Line Appearences = Issues, most people never use them and we advise against them because of this.
Secondly I imagine he did the funky incoming call routing so you could put the system into manual night service and have calls go direct to the night service destination without sitting through the Attendant/Menu options, if he had routed calls direct to the Attendant then even in manual night service callers would hear the options first and then be told you're closed or whatever, this pisses people off

 

[4vayaMan]

If a customer can't live with a PBX system then you can always switch them to the Basic Mode where it will work just like a key system. It's either that or train them to use parks and call appearances. I've found that there are things that come up later in an install when using line appearances that break everything. Customer wants line 3 to pick up first? Not gonna happen unless you change line 3 to the very first button (which is wonky) - customer wants to restrict long distance on certain extensions? Not gonna happen unless you remove line appearances completely. If a customer is die hard about line appearances I put them into Basic, but if I can properly convince them to adapt the way they answer/make calls then I stick with the way IPO was intended.

 

[IPGuru]

NEVER use line appearances!

They are a pointless through back to when phone systems consisted of mechanical relays & had no intelligence.

almost any reason a customer gives you for why he needs line appearance keys can be demonstrated as flawed logic

I need to know what line the caller is ringing in on
why, if your phone is ringing pick it up, if it is not a call for you why is it ringing? correct programming

I need to dial out on "My" line
program user short codes to select the correct line (assuming it is a physical line)

I need to see how busy we are
Do you? if there are no free lines you will get waiting for line when dialling out.





A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear