Norstar 8x24 Answering Issues

[brotech]

My client had a 824 that crashed, I replaced it with another 824. The software on the newer one appears to be a newer version. Since then the gal at the Main Answer Position has reported some new call handling procedures. These are what she has identified as being different since the new system went in.
I have looked through the programming and cannot find where I would adjust these types of issues.
a) If she answers Line 1, and Line 2 starts to ring, she has to answer Line 2 before she can transfer the call on Line 1
b) If she does answer a new call (call B), and a call comes in through Ringback (Call A), she must answer the Ringback (Call A) call before she can transfer the new call (Call B)
c) Ringback calls do not display/identify on the Line Key on her set.

I appreciate any thoughts on these, thanks.

 

[curlycord]

Add a 2nd intercom key is a quick guess.


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curlycord

http://www.curlycord.com

 

[allworxguy]

Yep more intercom paths required.

Marv

http://www.telemarv.ca

 

[brotech]

Thanks Curly
The main Answer set already has 2 Intercoms. I will add a 3rd to see if that helps.
I was onsite today and she is telling me when she is on a call and another line (they have 6) rings, she tries to transfer the call she is on and it automatically gets put on Hold. When she takes care of the second call she is able to retrieve the first call and transfer it then.
When i was there, I checked some programming and changed the settings for Autohold. Not sure what this option actually does, but maybe that is the culprit??

 

[allworxguy]

Autohold: when you press a line while engaged on another line the 1st call automatically put on hold.

How is she transfering: A transfer button or the softkey? Could be just finger trouble using the trans/conference key instead of transfer might be the culprit.

Marv

http://www.telemarv.ca

 

[curlycord]

And just in case... I think I recall when an issue with Transfer on the display the only fix was to use a programmed transfer button instead (or F70).


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curlycord

http://www.curlycord.com

 

[brotech]

I believe she uses the Softkey, I will ask her to use the Tranfer (F70)key and see if that changes anything.

Thanks