Problem with external call forwarding.

[Scou11]

So I've finally gotten a problem that I can't find an already set answer to in the forums and I have to post.

I'm trying to set up external call forwarding on our Norstar system and I've hit a snag. I've set up the route and the destination code, enabled re-direct, basically done everything listed here:

http://www.tek-tips.com/faqs.cfm?fid=2078

And it works great, for inside calls and direct forwarding. If the receptionist just transfers then enters 88 (the destination code) and the number it works. If a sales sets their phone to forward with 88 then their number and someone dials their extension from inside the company it works. The problem is that if sales (or anyone) sets up their phone to forward then the receptionist transfers an external call to them it doesn't work and she gets the message "Transfer denied".

I'm not really sure where to go from here, I've tried messing with line pool permissions, made sure both the receptionist phone and the phone getting transferred to had permissions for the line pool and re-direct (tried both PRI-A and just A for line pool access).

Admittedly I have absolutely no formal training on the phone system and everything I've done I've figured out how to do myself with forums and Google, so its very possible I made a simple mistake.

 

[curlycord]

Memory fades here...
I am not so sure it work for transferred calls (transferring and transfer).
I think it only works works for direct calls and not call transferred by another set or A.A.
Somebody can confirm or show the way perhaps.







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curlycord

http://www.curlycord.com

 

[curlycord]

Just a thought....make sure that set has more than 1 intercom key.



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curlycord

http://www.curlycord.com

 

[exsmogger]

I know this worked at my last job where we had a BCM 200, but we had analog lines, not PRI. We were able to transfer calls to the boss' extension and the call would forward out to his cell phone. When he turned on call forwarding he would dial F4 - destination code - phone number. Since internal calls do forward, I assume there's already at least 2 intercoms assigned.

What release software do you have?

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[atdjr123]

she presses transfer and ext.xxx and it is denied???

http://www.voiceconnectplus.com

Voice Connect Plus, Inc.

 

[ptstechnician]

Does "allow redirect" need to be set to yes on the extension transfering the call?

 

[exsmogger]

Yes, allow redirect needs to be set to Y for any extension doing external transfers.

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[Scou11]

Sorry for delay in response, I'm in school and only working here when have time and it was a busy week.

All the sets do have two intercom buttons.

Software version is NdG00.

Yes, receptionist presses transfer xxx and its denied when the extension she is transferring to has their phone set to forward to an outside line.

Allow Redirect is set to yes both on the phone the call is being transferred from and the phone the call is being transferred to.

Thanks for the help so far.

 

[allworxguy]

Lines set to Supervised?

Marv

http://www.telemarv.ca

 

[exsmogger]

I was going to say that's an old version of R4.1 software, which did have some bugs. I think Marv hit on the solution. Lines must be set for supervision to allow redirect/call transfer.

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[Scou11]

I'm not sure where to set a line as supervised, not something I remember seeing before.

 

[exsmogger]

Look under Lines - Trunk/Line data. If it says Unsupv, change it to Supervised. You must do this for each individual line.

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[Scou11]

Ok I found it, changing the settings and will test soon. Just for general knowledge is there any disadvantage to having lines set to Supervised?

 

[ironhorse17]

None in general.

 

[Scou11]

That was the problem, once I changed the lines to supervised the call forwarding worked. Thanks for the help.

 

[exsmogger]

It's actually better, especially if a voicemail system is connected so that lines will release when the calling party hangs up.

Brian Cox
Oregon Phone

http://www.OregonPhone.com

http://www.linkedin.com/in/briancox1952

 

[Sam173]

I believe the supervision is best for the voice mail, it makes the disconnect faster or if someone hangs up and there is dead air, the system detects and disconnects the line