Problem With Incoming calls

[wontwork]

Hi Guys,

We have a custome rwho is having problems with incoming calls which are as follows:

'When there is an incoming call, for example Nikki would pick up the handset to answer the call, but there was nobody there. The ringing would stop as if the call has been answered, then around a second or 2 later, the same number would still be ringing???'

They have the below programming for incoming calls:

Incoming number xxxxx xxx115

Speed call number = 115
Actual Number = 300 (directory number)

300 is set to reroute on day,night1,night2 and 1st alternative to go to Alternative 2.

Reroute alternative 2 sends everything to 200(Ring Group)

200 (Ring Group) has all users in company in the Group.

Also every user has a Multicall button on there phone for the directory number 300.

Does this sound correct to have a multicall button and a ring group basically doing the same thing?
Could this be causing the issue?

Any help appriciated

Cheers,

 

[Mitelmatt]

Does sound like you've got things more complicated than necessary

What is 300? an extension or Multicall group?
You seem to have every re-route possible going on here!

To go to the ring group you just speed dial the incoming digits to the Ring Group Pilot number, and put in all the extensions you want to ring in the ring group, in either a ring all or cascade scenerio? No need to have a key as well!! Unless the key is a different number and that is put in the ring group!

If you want the ability to re-route in day, night and night 2, create a Nametag hunt group and give it a name that you want displayed in the tel dir. Set up the Day, Night 1 and Night 2 routing for the NameTag Hunt Group. Day i guess go to Ring Group, Night VMS or something.
The speedcall the incoming digits to the Name Tag Hunt Group

 

[wontwork]

Hi Mitelmatt,

300 is a directory number which is set up as a multicall button on all phones and has a reroute (for nearly everything as you have stated) set on it to go to the ring group 200(set to ring all).

The reason why there is a multicall button on each phone is because the last person to leave the office forwards all calls coming in on that number to a specific mobile.

If i take away all the reroutes from extension 300 that point to ring group 200 the calls should all still ring to every extension via the multicall buttons? correct?

Cheers,

 

[slapin]

It sounds crazy if there is more then 3 phones in the office. I can imagine that noise. I would implement this through a key system emulation with manual switching Day/Night modes (a button)and ringing on some phones in the office and just flashing buttons on other desks. In night mode I would just change number in service assignment form straight to auto-attendant. It appeares to me that you don't use auto-attendant. For some customers I do cascade ringing and then all the calls go to auto-attendant where caller can use dial by name directory or access multilevel menu for emergency or urgent calls which can be routed to desired destination including cell phones.

BTW I don't see what kind of system do you have over there.

 

[Mitelmatt]

What exts have you got in Ring Group 200?

If it's all the prime extensions then you don't need a key period, that;s the whole idea of ring groups

so just put in all the extensions you want to ring for the main line in the ring group. Point 300 to 200 and see if you like it

Agree with slapin aswell that there are also easier ways

 

[wontwork]

The customer has a 3300 CXI running version 8.0.10.7_1

I would prefer to ditch the ring group and just keep the incoming calls ringing in on the Multicall buttons, does anybody see this as a problem?

reason is the customer uses the mulitcall button to divert incoming calls to mobiles at night. The mobile number differs on a daily basis and i have been told by a mitel engineer that this is the best way to do it.

?????????????????

 

[Mitelmatt]

yeah totally, skip the ring group! If the exchange is releasing the digits and you not absorbing or inserting (which i think you're not) then you don't even need the speedcall because the call will go through direct to the key!

 

[tlpeter]

Why not put it in night1 or 2 and set an always alternative to a user and forward that phone to a mobile phone you want

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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[slapin]

We do it in slightly different way. Mobile phone is OK, but what would happened if person "on-call" will miss an urgent call and it will endup in his cell phone voicemail. So we use autoattendant with options to leave a message or use option "2" to reach a cell phone. Management is done using Desktop Tool on the web interface. The AA prompt is advising that multiple service people will receive a message and then prompting to use cell phone option. It is really depends on business model, so there is no universal solutions, but it is really possible to make things work better. In some cases we even buy external call center service for low volume after-hours calls. Managers just update update contact list for the call center on daily basis and alive person is trying to get someone on the line for a customer. Just my 2c. Very often management doesn't know available options to choose from and requesting odd thigs.