Pickup a call on hold from another extension

[ihcc2uni]

I have a call group of 4 extensions all using 4621 phones. They all have each others extensions programmed as busy-ind on the phones. If one user puts a call on hold, is it possible for another user to pick up that call? I've been searching Google and Avaya forms, but can't figure it out. Any help would be great. Thanks!

 

[ZeroZeroOne]

Bridged Appearances would allow everyone to access each others' lines. That's a lot of buttons, but it is reasonably easy to program.
Instead of Hold they could use Call-Park. The other users would need to know the park "address" to pick it up.

Those are two options I can think of quickly that wouldn't require too many process changes.

 

[ddog6601]

Here are a two options that might help.

once user A puts a call on hold, he can then transfer it to user B to pick up that call.

Option 2
User A can "Call Park" the call, then the other user can:

take the handset off-hook and dial the Answer Back Access Code.
Dial the extension where the call was parked.

 

[ihcc2uni]

Thanks. I think I'll try the Call-Park with the Answer Back Access Code option. I'm not sure why they are trying to do this. There is no audio or visual alert of a call going to Park right? By the time they tell their counterparts there is a call on hold they should just transfer it, but I'm just trying to make everyone happy.

 

[ddog6601]

No there is not any audio or visual alert of a call going to Park. You can pick up the call from ANY phone.

 

[ihcc2uni]

That worked, but they didn't like how it works. In the Bridged Appearances option, is there any notification of a call on hold on someone else's line? We are coming off of a Meridian system where when someone is on hold there is a flashing indicator by the extension button. They are looking for something like that. Thanks again for your help.

 

[ZeroZeroOne]

Yes, bridged appearances are an exact copy so user B will see (and hear) the same notifications as user A. You can set to visual only so the ringing doesn't become a bother.

 

[ddog6601]

Ihcc2uni... When you add the bridged appr are you able to pick up the bridged appearance after the call comes in on the coverage answer group line ? I have not tried for a while but I think I remember having an issue accessing bridged appr after they came in through the call answer group ?

 

[ihcc2uni]

I have the Bridged Appearances set up, is it possible to label them besides Ext number?

 

[ZeroZeroOne]

Yes, on the phone you can go in and set custom labels. I don't remember exactly on the 4600 but on the 9600 it is under Application Settings / Personalize Labels

 

[ihcc2uni]

Perfect - I'll give this a try, thanks!

 

[ihcc2uni]

I am so close. The issue now is that these phones all ring when x4138 (VDN) is called. VDN 4138 goes to a vector which calls x1502 (Virtual) that rings all their phones. When they pick up an inbound call this way and put on hold, no one can see it on their line. When trying to bridge as 7600 it says I can't bridge onto an analog station. Is there a way around this? Thanks!

 

[ddog6601]

try abrdg instaed of brdg as a button
analog bridged appearance

 

[ihcc2uni]

That let me bridge it and it shows up on the phone but when it a call is answered and put on hold it doesn't do anything. I am wondering if it locks it to that extension since the actual phones extension wasn't dialed?

 

[ddog6601]

I do not think that you can once it comes in through the CAG. Try calling the phone with the appr directly and not through the answer group and see if the same result.

 

[ihcc2uni]

It works perfect when taking a call dialing the extension direct. It must be the Coverage Answer-Group that messes it up. So close.

 

[ihcc2uni]

I found this online, but no luck:

Terminate to Coverage Pts. with Bridged Appearances' parameter on the coverage path form should be set to yes to allow a call to alert as both a bridged call and a redirected call. By setting to 'n' The call skips the coverage point if it has already alerted as a bridged call

 

[ddog6601]

Inform the user they have to transfer or Call park in this situation.

 

[ihcc2uni]

I figured it out. I have to change the Virtual station extension that the calls are coming in from to an actual station (without an actual phone) and leave the coverage path in place. I then give that station 4 (or however many needed) call-appr. From there I give each of the users in this pod a brdg-appr for buttons 1-4 from the new station I just created. Then it works as desired. So far.

 

[ddog6601]

Does it create a conference call once you execute it like that ? If so when station A hangs up does it disconnect all three stations from the call ?