Reception Queue 1

[thomasdavid1]

Guys Im sure this is a relatively easy one but not being a phone engineer Im really struggling even spending ages looking through guides etc.

We have a Mitel 3300 and 10 lines coming into the building. When you phone our reception number our auto attendant picks up the call. It gives you 3 options and if you dont press anything it puts you through to reception.

At this stage if reception is busy we had it setup so that using Call Rerouting First Alternative it was calling a Hunt Group which rang 6 or 7 phones in the admin office as an Overflow sort of thing.

What we would like to do is change this option which I managed to do by changing the Call rerouting options so that it doesnt overflow to the those desk phones.

We need it to Queue on the console in reception. Im certain this must be possible. At present it will try for a short while and then start over with the auto attendant all over again which is not ideal at all.

Can anyone give me any pointers on this so that I can get the calls to just queue rather than repeating the auto attendant and finally is it possible to play the Music on Hold while they are in the queue this would be nice but not essential if its too difficult to sort out!!!

Thanks Guys for any help you can give.

 

[LoopyLou]

What is happening is that the call gets transfered to the console and queues there. At some point the unanswered transfer recall timer expires and the call recalls to the AA. I think you need to go into the Class of Service of the ports that are the AA and extend the unanswered transfer recall time to its max ( can't remember if you can disable that timer or not ). Extending the transfer to the max will give you some releaf but you are still stuck with the issue of the caller recalling to the AA.

The single biggest problem with communications is the illusion that it has taken place.

 

[thomasdavid1]

You dont know which one it is do you?

I increased the Call Forward No Answer Timer from 12 to 125 which is the max.

Any Idea which one I need to increase in Class Of Service?

Thanks - Tom

 

[kwbMitel]

In the COS of the voicemail ports you can set the No Answer Recall Timer to zero. This will disable recall to voicemail and cause the call to queue until answered at the switchboard

For the second part of your request. (MOH while queuing) You can enable the COS option Music On Hold on Transfer. This might need to be enabled on the COS of the trunks and will therefore apply to all calls.

There is another option to program a voicemail port as a RAD and enable for queueing calls to the switchboard but that may take more familiarity with the system than you admit to.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[thomasdavid1]

Hi thanks ever so much for your help with this. Ive done what you advised and changed the COS 10 which says Voicemail to "No Anwer Recall Timer" from 17 to 0

And did the MOH on the primary trunks which seems to have worked.

However the calls are still bouncing back after a short while to the start of the auto attendant.

If I go into "Voice Mail Options Assignment" "Transfer Ringback Timeout" is still 17 and wont allow me to change as the option is greyed out.

Is their another delay timer in the Voicemail COS that I need to change?

Thanks for your help I really appreciate it.

 

[thomasdavid1]

I also tried changing the Call Forward No Answer Timer to 125 from 10 still no good

I tried changing the Attendant Busy Out Timer from 10 to 1440 still no change

Im running out of things to change!

Thanks - Tom

 

[LoopyLou]

as kwbMitel says you change the unanswered transfer recall timer. Leave the others alone. Try chaning it in the COS of your trunks.

The single biggest problem with communications is the illusion that it has taken place.

 

[kwbMitel]

It might actually be that the Switchboard is routed to VM on no answer.

Check the Call rerouting table for the Console DN for any values other than 1.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[thomasdavid1]

Thanks for this guys,

Did what Loopylou advised and this seemed to work fine.

The call rerouting was set to go to a hunt group previously so that the calls would overflow to the admin office

Ive removed that and they are all set to 1

When I changed the call wait time on the trunks to 125 it queues for over 2 minutes with music so that should be fine.

Thanks for all your help guys.