Problem with transfer to attendant from Auto Attendant

[kvepps]

I installed a Norstar 0x32 (Rel 7.1) with a CallPilot 100 about 8 years ago. Unfortunately it was struck by lighting. Discovered the Callpilot was fine but the KSU and software had to be replaced.

Installed and programmed the replacement 0X32 (Rel.7.1) but the users are wanting two problems fixed that deal with transfer to attendant from the auto attendant.

They have three telephone sets in a small office area. One of the sets is the attendant (221). This set receives calls from incoming callers who press 0 in the auto attendant to be connected to a live person. This works.

However, the three users (221, 222, 223) swear that the other sets (222, 223) would press their flashing line appearances when 221 had a call being transferred from the auto attendant.

All three sets have the four lines answered by the auto attendant appearing on there sets. I programmed them as ring & appear. When a call is transferred to 221 from the auto attendant, the line appearance flashes on 221 but 222 and 223's appearances are solidly lit. When you press the line, you get a message saying "In Use".

I programmed all three sets to be in a "Pickup Group" and this works. However, they would still like to press the flashing line button.

They also said their phone never had a short burst of ringing when the auto attendant first answers the call (CallPilot set to answer immediately). So I programmed the lines to appear only. This fixes the initial burst of ring.

I thought by setting the DRT to Prime:N would fix the initial burst ring but it did not.

I don't believe I had these sets in a hunt group but maybe I did with broadcast. However, I would think that my Callpilot would have a different extension number for the attendant instead of 221.

Trunks are loop start (4 of them), Line type: Pool A, PrimeSet:221, Auto Privacy:Y, Trunk Mode: Unspr

DRT to Prime:N

Any thoughts?

 

[curlycord]

ll three sets have the four lines answered by the auto attendant appearing on there sets. I programmed them as ring & appear."
Either you have AA answer first or Human, in this case it sounds like you have both trying to answer first and thus the short ring burst because AA is quick to answer......if you want AA first then make the lines Appear Only on all sets so they do not attempt to ring every inbound call.

I am guessing Hunt Groups were used and the members are added and are told to Ring Only as well.
As for Oveflow that would need to go to the Callpilots DN so it will default to the General Delivery Mailbox assuming it's behind 221.



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[kvepps]

Thanks Curlycord. I did set the lines to appear only in order to stop the ring burst. I will try setting up a hunt group tomorrow and set the overflow for the callpilot's DN.

Thanks

 

[allworxguy]

You can also set 0 the ring ext 221 and put ANS DN of 221 on 222 and 223.

Marv ccna