On Hold Light Blink

[Stengrad]

I have a customer set up with AA answering all calls 24/7, they zero out to reach the recept, which also has three phones covering it (primary). The problem they are having is this. Sometimes the on hold light keeps blinking at one of the ringing stations after the call has been picked up on another phone. Example, a call comes into the AA, the caller zeros out, one of the "recep" phones answers, puts the call on hold, alerts the person that they have a call on line XX. The person alerted picks up the call, but, the "recep" phone still shows the call on hold. Usually after a minute or two, the "recep" sees the call still on hold, picks the line up, and barges into the conversation that the person, and the caller are having. I have never seen this before, and really don't know where to look. Any ideas?

Field Technician
Virginia Integrated Communications

Http://www.vicom-corp.com

 

[merlinman]

The operator needs to transfer it, or use PARK.

- - OR - -

I have a real fancy way of using CAMP ON that makes it easier yet.

Let me know if you want that solution.

 

[Stengrad]

Sure, any suggestions would be appreciated. But do you know why it is doing this?

Field Technician
Virginia Integrated Communications

Http://www.vicom-corp.com

 

[jinxs]

If the console you have is a Merlin console or merlin 34D or merlin whatever, this would happen because the console is digital....exact answer I got from AVAYA. This is one reason why they didn't Allow ETR phones to be consoles.

 

[merlinman]

WHY - Maybe...

Does the person picking up the call have an apearance of the line being picked up? That is, is it assigned to their phone as well?

 

[jinxs]

ok, let me re-word that, the console is not digital, it is hybrid....

He as well said, if we had MLX phones installed, or 4424 if a magix, all would be well because it is digital, well, then again, you can't have a Hybrid phone as a console on a Magix.

I guess it's because the MLX phone are essentially an ISDN phone and use protocols to communicate with the Legend system, where as the Merlin console has a seperate pair to transmit data back and forth between the switch. I don't know how the merlin type phones are communicating back and forth to light lamps, disconnect, hold release....ect ect....If I knew that..I guess I would be paid more like an engineer instead of a technician.

Bottom line is I did have this issue on a Legend with all Merlin phones and in Key mode. When Line 1 was on hold on X10, and someone walked over to X11 and pressed line 1 to get the call, the call would still be flashing on X10 as if it still had the call on hold. Another thing even stranger is if X11 has privacy turned on, X10 could still get in on the phone call, assuming the problem in hand was in effect. Otherwise, X10 couldn't pick up on a call in progress on X11. When I called avaya about it, that was the answer they gave me.

Eventually we sold them 408MLX cards and MLX phones, and the problem went away.

 

[Stengrad]

The phone the callers zero out to is a 4424LD, the phones covering that phone are 4400 series. Every phone on this system has line appearances.

Field Technician
Virginia Integrated Communications

Http://www.vicom-corp.com

 

[merlinman]

OK, you have just explained fully why you are having this problem.

It makes no difference what kind of phones you have, in the scenario you have described.

IF a person puts a call on hold on thier SYSTEM ACCESS OR COVER BUTTON, and that call shows up on a LINE APPEARANCE AS WELL, and then another person picks up the LINE APPEARANCE, then YES the call will REMAIN ON HOLD on the SA or COVER BUTTON.

The best way to fix this is to take the LINES away from all phones except the RECEP and FORCE the users to use TRANSFER.

There may be other options available depending on various factors, i.e, is this system small enough to be set to KEY?

 

[Stengrad]

No, not small enough to set to key.

Field Technician
Virginia Integrated Communications

Http://www.vicom-corp.com

 

[merlinman]

Then the answer is, take the lines away from them and make them use transfer.

Otherwise, they will ALWAYS have this problem.

The bottom line is, the system was set up incorrectly thus enabling them to use it incorrectly. (based on it's intended design)