PRI call forward NA/Busy to voicemail issue

[InlineCommunications]

I have an MICS 7.0 with an ISDN PRI. I have setup individual DID's to point to target lines and those lines are setup to appear and ring on individual sets. The users would like to be on their DID line and be able to hear a second DID call come in and have the option of putting the first on hold to answer it.

When the user is on a DID target line and another call comes in, if I have the prime set in the target line set to the VM extension, it goes to the general mailbox of the voicemail.

When I leave the prime set in the target line blank, it will follow the busy no answer of the set and correctly go to the voicemail box of that set, but the second call goes straight to VM. (setting now)

If I leave the busy no answer of the extension(set) set to nothing, I get no ringing or any indication of a call, the caller does not hear anything either.

I have the DID programmed to a target line. The busy setting for the target line is set to “prime set” and no prime set is defined.

Any help you can give me would be appreciated.

Thanks

Greg

 

[atcom]

You have to make a 2nd ringing appearance of the DID on each phone. The other way would be to set the target line as Ring Only, 2 appearances and make sure you have 2 intercom keys.

-----------------------------------

Calgary Telephone Systems, Avaya LG Asterisk (FreePBX) VOIP & TDM

 

[cook1082]

Make the prime set for the target line the set you assign it to. Then program forward no answer to the VM DN,4 rings.

 

[atcom]

Cook, that is NOT the correct way to do it, although it should work you'd get the a delay.

-----------------------------------

Calgary Telephone Systems, Avaya LG Asterisk (FreePBX) VOIP & TDM

 

[norstarboy125]

atcom - I'm not sure what delay your talking about? the way cook described setting up the target line is the right way for many people. If you set it up like this and have 2 i/c keys then you will be good.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[Multimedium]

I'm not sure what delay your talking about?

atcom has a point: there is often a delay between the time a call is received and the time it starts ringing the prime set. We're talking about a few seconds here. Some people won't even notice.

Cook, that is NOT the correct way to do it, although it should work you'd get the a delay.

the way cook described setting up the target line is the right way for many people.

The 'correct' way is the one that best suits the needs. Some users will be better served with cook1082's way while other users will be better served by atcom's way.

Also, the behaviour will be slightly different in either case.

With cook1082's way:
[ul]
[li]The first call appears on the target line button. The subsequent calls appear on Intercom buttons.[/li]
[li]When the first call is ringing, the display shows the Caller ID. When the subsequent calls are ringing, the display shows "LineXXX>LineYYY".[/li]
[/ul]

With atcom's way:
[ul]
[li]The first call appears on the first target line button. The second call appears on the second target line button.[/li]
[li]When the first call is ringing, the display shows the Caller ID. When the second call is ringing, the display shows the Caller ID.[/li]
[/ul]

The users would like to be on their DID line and be able to hear a second DID call come in and have the option of putting the first on hold to answer it.

You have two options:

1. If you want calls to appear on target line buttons:

Terminals & Sets > [Set] > Line Access > Line Assignment > [Target Line]: Appear & Ring​

Terminals & Sets > [Set] > Line Access > Line Assignment > [Target Line] > Appearances: 2 or more​

2. If you want calls to appear on Intercom buttons:

Terminals & Sets > [Set] > Line Access > Line Assignment > [Target Line]: Ring Only​

Terminals & Sets > [Set] > Line Access > Intercom Keys: 2 or more​

When I leave the prime set in the target line blank, it will follow the busy no answer of the set and correctly go to the voicemail box of that set, but the second call goes straight to VM. (setting now)

Leave it that way.

If there are more calls than buttons available, the excess calls will go straight to voicemail. So, if you put 2 target line appearances or 2 Intercom buttons, the third simultaneous call will go straight to voicemail.

 

[cook1082]

Thaks guys for having my back. We have always put a line apperance of the target on the set with prime to the set and 2 I/C keys, but I could be wrong, even if the target is in use and a call rings to the I/C CLID still comes thru when ringing.

 

[InlineCommunications]

Thanks for all the help guys, I will go to the site and put the changes in to place. I knew I needed to have more line appearances, I just couldn't figure out how. It's been a while since I have setup PRI. Thanks for the exact directions and clarification Multimedium, thanks for the quick response and follow-up cook and atcom.

Greg

 

[Multimedium]

We have always put a line apperance of the target on the set with prime to the set and 2 I/C keys […]

Some users find confusing that calls on their target line sometimes appear on the target line button and sometimes appear on an Intercom button; other users don't care. Some users want to take only one call at a time; other users want to handle many calls at once. Some users want their excess calls to go to their mailbox; other users want their excess calls to be directed to their assistant. Some users want their calls to always ring at their set and nowhere else; other users want their calls to ring at their set first and then be routed to their colleagues if they don't answer.

All these various combinations require a different programming. In some cases, you need to set a line to appear and ring; in other cases, you need to set a line to ring only. In some cases, you need to make a single appearance; in other cases, you need to make multiple appearances. In some cases, you need to activate Forward No Answer; in other cases, you need to activate Delayed Ring Transfer. In some cases, you need an answer button; in other cases, you need a hunt group. In some cases, you need a prime set; in other cases, you don't.

To top it all, some constraints must also be taken into consideration, such as the fact that the number of buttons on a phone is limited or that a voicemail is installed on the system. And everything gets complicated by features that interact together and override each other…

There is often more than one way to get to the same result, yet there is often an arrangement that work better than the others.

I will go to the site and put the changes in to place.

Let us know how it went.