Not enough time to pick up 2nd line. 1

[bobbydiaz]

Hello, I am very new to this telco thing and have been trying to figure out a problem a few end-users have complained about. Basically something in the system changed not to long ago that when someone is on the phone and another call comes in it gives them a second to pick up that line or it will go to voicemail, the red light for the second line will stay lite and if the user clicks that line they can hear the voicemail service and the caller. They can even talk to the person and it will leave a voicemail for the user. It used to give the end user a 5 second time frame to pick up the line before going to voicemail. Basically only myself and my manager has access to the systems and either of us made any changes that would effect this setting. Also there is one user who still has the 5 second time limit to answer the call and his settings and phone are identical to mine. Does anyone have any idea what setting could effect this?

BTW: we have an Avaya Definity G3 and Modular Messenging setup. Like i said i am pretty new to this phone stuff so i am not sure if you need anymore info. If so please just ask. Also these phones are setup with call-appr for the first 3 buttons.

 

[Tech627]

What does the active station ringing field on the second page of the station form say on one of the phones that are not working.

 

[bobbydiaz]

It is set to single on all of the phones in question. I tried chaning it to if-busy-single. but there was not a noticable difference.

 

[nohuhu]

bobbydiaz,

check coverage paths for these users.

 

[bobbydiaz]

All of the coverage paths are the same. This is the path that i believe all users are using.

COVERAGE PATH

Coverage Path Number: 33
Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? y y
Busy? y y
Don't Answer? y y Number of Rings: 3
All? n n
DND/SAC/Goto Cover? y y

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: h20 Point2: attd

I know the format is off but maybe it can help.

 

[nohuhu]

bobbydiaz,

1. check 'list hist' for the recent changes.
2. show 'disp sys cov'.

 

[bobbydiaz]

i did the disp sys cov and this is what i have.

SYSTEM PARAMETERS CALL COVERAGE / CALL FORWARDING

CALL COVERAGE/FORWARDING PARAMETERS

Local Cvg Subsequent Redirection/CFWD No Ans Interval (rings): 2
Off-Net Cvg Subsequent Redirection/CFWD No Ans Interval (rings): 2
Coverage - Caller Response Interval (seconds): 4
Threshold for Blocking Off-Net Redirection of Incoming Trunk Calls: 1

COVERAGE
Keep Held SBA at Coverage Point? y
External Coverage Treatment for Transferred Incoming Trunk Calls? n
Immediate Redirection on Receipt of PROGRESS Inband Information? n
Maintain SBA At Principal? y

Station Hunt Before Coverage? n

FORWARDING
Call Forward Override? n
Coverage After Forwarding? y

Should i change the "Local Cvg Subsequent Redirection/CFWD No Ans Interval (rings)" to higher then 2?

 

[SF0751]

Check "stat stat 1234" for one of these; it sounds like "Send All Calls" is active (SAC Activated? on the status screen).

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[bobbydiaz]

SAC is not active on any of them.

 

[telm59]

Bobbie, If you want the 2nd line to ring, change coverage path 33 active to no. Yes means if 1st line is busy go to coverage.

Change 2nd page of station screen to continuous ring.
This will make line 2 ring until it goes to coverage.


Change sys par call fwd maintain sba principle to no.
This will send the call to vm without allowing the user to
pick up after it forwards.

Hope this helps.

 

[bobbydiaz]

Telm59, Where do i find the option to set coverage path active to no?

Also, i basically want the phone to ring to line 2 if line 1 is busy then forward to vm after 4 or 5 rings. What you said in your above post, will this do that?

 

[telm59]

Bobby
Cha coverage path

options are

Active
Busy
all
dnd.

Set active to no.
This will amke line 2 ring until the set number of rings
before coverage.

 

[bobbydiaz]

Thanks Telm59, i ended up finding out where to change cov path active. I also had to change restrict last appearance from Y to N before it would work. My boss got an answer from another forum i think it was avayauser.com. The way he is doing it we have to change restrict last appearance on each ext that we want to go to cover, would your way be global?

I thank you for your help.

 

[telm59]

How many line appearances are on the phones? Default is 3.

The idea is 2 lines used to make and receive calls and 1 to transfer.

my way is global for all users that share the coverage path.
assuming 3 appearances.

If you have 2 appearances and have a call on each and try to transfer one you can't. The phone needs an idle appearance to perform the transfer.