On Hold timeouts

[Jack2160]

Hello

First of all, I have very little knowledge of phone systems, however we do have a BCM50 in the office, so I hope one of you may be able to help

We have a couple of users who are advising that when they are placing users on hold, sometimes even after as little as a minute, the calls will trip through to someone else.

I have tested this and I was actually on hold for about 4 minutes before the call tripped somewhere else.

I suspect this will be some sort of timeout, however I have been unable to find this

Thank you

 

[Firebird Scrambler]

Do the call go via Call Pilot first?.

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[ECartman]

When you tested yourself, whare did the call go ?

 

[Jack2160]

Hello

When I tested this the call sounded like it was picked up, howeve there was no one there on the other end. It didn't go dead, or go to a voicemail etc...

The in the example I called, then they do get routed via call pilot

Thanks

 

[cook1082]

Does it ring? Are they parking calls instead of puting on hold.

 

[norstarboy125]

There is no on hold time out that I know of.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[Jack2160]

Hello

After a little bit more investigation and a couple more tests I've found:

I have called some more numbers and placed these on hold (or what I believe is hold). On the Phones themselves a message appears 'On Hold: Line 300' or similar, the line number will change.

On my first test this was picked up by another member of staff after about 5 or 6 minutes. This was on the main number that calls get routed through to, say if another handset is on Do Not Disturb (which incidently is another issue that the user is complaining about, is there a way to transfer to voicemail if they a user puts themselves on Do Not Disturb?)

I have done another test sat in front of the main handset whilst placing a call on hold on another phone. After around a minute or two, a line was available to pick up on the main handset, which when i picked it up was myself.

So I by the looks of it, the call isn't ringing to anywhere else, but the call is available to pick up on another handset after a short period of time.

Thank you

 

[cook1082]

Go into the lines and change all the lines prime set to none.
All DND does is turn off the audio on the phone,if they want it to go to VM then press F984 Fwd to VM.

 

[Jack2160]

Thank you. I removed the Prime Set on the same line I did the earlier test on and after 7 minutes nothing had appeared on the main handset.

I have removed all of the Prime Sets on all lines.

Thank you for all your help.