No Answer-forward Auto-Attendant 1

[TrinityBibleIT]

So management here has gotten a little cuckoo. We have an auto-attendant set up.

Now management wants a live person picking up that phone at all times. This was after wanting us to change the auto-attendant message mind you. So what they want us to do is, after 3 rings they want it to forward to someone else's phone under the assumption that the person working our front desk just isn't around after 3 rings.

I have tried setting up the "No Answer" call forwarding on internal and external calls but this does not work. After 8 rings the auto-attendant still picks up.

I tried changing the value of the "No Answer" timer in the COS form but all that did was decrease the number of rings before the auto-attendant picks up.

So I have two questions:

1) How is the auto-attendant mapped to this main extension?

2) And, on a more advanced note if anyone knows, is there a way to force the main extension to first call-forward after 3 rings and then, if no one picks up at the other phone, get it to call back and have the auto-attendant pick up? Is that even possible?

 

[LoopyLou]

What type of system what load of software?

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[TrinityBibleIT]

I knew I was forgetting something important.

It's a 3300 MXe with software version 9.0.1.17.

 

[LoopyLou]

Good, what is the attendant using to answer the calls? A set or a console?

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[TrinityBibleIT]

If I'm correct it's a set.

A set just means a regular phone set correct? I believe the consoles are specialized things.

Yeah the auto-attendant is simply set to ring to the phone at the front desk (model 5224) it rings because of the multicall button set up on that phone. That phone is also setup as our operator phone. If no one picks up on that phone the auto-attendant picks up.

 

[LoopyLou]

The auto attendant is not really mapped to the console other then a place where you can set a dial 0 option. Usually the dial 0 is also the where to go if the user does nothing option.

If your attendant is a phone then what I would do is change the trunk answer point to this point i.e the first thing the trunks ring is the phone. Then you can set a call forward first alternative to a second phone ( set to forward after 3 rings ). Then use a call forward second alternative to go back to the AA.

Another option would be to have the multilines appear on a second phone but set them to delay ring. That way they ring on the first phone ( while only flashing on the second ) then after a delay they start ringing on the second phone. This gives your "attendant" a chance to pick up the call if they suddenly return to their desk. Fianlly you would set the multiline to forward to the AA after whatever time you set in the COS.



I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.