Remote Call Forwarding - Long Pause

[cztech]

I have a phantom extension that is setup for external call forwarding. I use it as a selector code transfer from the Auto Attendant. My problem is that when the selector code is chosen, the caller will hear two rings, then about an 8-second pause, and then ringing of the forwarded number. The RCF is working, but the delay is unacceptable to the customer (a Police Dept.), so I need to determine why this is happening and offer a solution.

I've setup a transfer-only mailbox to match the phantom extension. Is it correct to create this mailbox in voice mail, or is this an extra, unnecessary step? It sounds like the Magix is ringing the extension twice before actually doing the RCF. I would like the RCF to occur immediately once the selector code is pressed.

Any thoughts or ideas, please post. Thank you.

 

[TouchToneTommy]

You will need the transfer only mailbox, or you won't be able to go to that extension from the auto attendant, unless you turn transfer restrictions "off".

The first two rings that you hear are generated by the Merlin while it is setting up the remote call, before it conferences the two calls together.

You could set the "transfer audible" to music instead of ringing, that wouldn't change the time for the call, but would eliminate the 2 rings.

If the customer has "centrex" lines, it would be better to do a centrex transfer from the auto attendant to the remote number instead of the RCF extension.

I don't think that you could add a "#" to the end of the dial string of the forwarded extension (which normally signals the end of dialing and hastens completion on a normal call) because the "#" is used to signify the end of the outside number when programming the outside number.

 

[merlinman]

I would go ahead and try putting at least 1 pound sign at the end of the dialing string, maybe even 2, at leaset for a test.

 

[cztech]

>> If the customer has "centrex" lines, it would be better to do a centrex transfer from the auto attendant to the remote number instead of the RCF extension. <<

Thanks for the replies. This customer does infact have Centrex lines, but I am uncertain as to how to allow the caller to utilize this feature via the auto-attendant. What is the best way to accomplish this?

 

[TouchToneTommy]

Use a selector code, "press X for XXXXXXXX", then Centrex Transfer is one of the available selections for it. You will input the telephone number to transfer to. Include a "9" if that is part of the normal dialing string. (By that, I don't mean dialing 9 for outside dial tone from a Legend station, but if they must also dial 9 on straight dialtone).

The system will announce "Transferring call", flash, pause, dial the centrex number, flash again and disconnnect.

In a couple of Verizon installations, I needed to add a pause at the end of the Centrex number. You just need to play with it and be sure it works. A butt set to monitor the line and see what happens is invaluable.

 

[cztech]

If I understand this correctly, I should set the selector code up as a selector code transfer, but instead of inputting an extension, I should input the required dial string eg. 9555-5555# (they use Verizon). I haven't been able to test this yet, however in a lab environment when I set this up, Merlin Messaging says "Selector Code 1 transfers the caller to extension 9555-5555. This sounds strange to me, what do you think?

Cale

 

[TouchToneTommy]

Rats!! I just dialed into a Merlin Messaging, and wasn't given the option for "Centrex Transfer" from an auto attendant selector code! Where'd it go?? Cale, I'm sorry for misleading you, it doesn't seem to be an option.

Now, you might be able to use "Centrex Transfer via Remote Call Forwarding", where you dial a "*" instead of a "9" in the outside number. This causes the system to do a flash instead of grabbing another outside line. You may need to add a pause after the "*" but before the outside number. So you would still set the selector code to transfer to the extension number, and forward the extension to the outside number.

 

[cztech]

Here is the dial string that is working, but giving us the long pause:

#80 [599] # *33* 9 9 555-5555 #

We are going to try:

#80 [599] # *33* * 555-5555 #

Will post results

 

[cztech]

TTT or Merlinman,

We're still getting 2 rings, then an approx. 6 second pause, then ringing of the remote phone number. It would at this point be preferrable to atleast remove the initial 2 rings, and indicate in the AA message that there will be a delay before the call is connected.

I checked the Audible settings under Transfer in Options, and it is set to MusicOnHold, and despite the lack of a MOH source setup, the 2 rings are still playing.

Any last, great ideas? Thank you both...

 

[cztech]

Well, I've tried setting up the RCF on a physical extension instead of a MFM adjunct, and all tests still result in 2 rings, 5-6 second pause, followed by connection to remote number.

I am just going to focus on removing the first 2 rings. Although I have Options-->Transfer-->Audible setup to MusicOnHold, is it still ringing because I do not have a line port setup for MOH?

 

[Pepperz]

Try decreasing the Forwarding Delay, under the extensions menu, for the affected extension.

Pepperz@charter.net

 

[zeromeg]

I have a client where they need to have someone select on their Merlin Messaging Rel 2.5 an option to ring an emergency number. How exactly do you go about coding the remote call? I saw these posts but it wouldn't allow the entry of the * or the # in the selector code directly. I assume that is why the creation of a phantom extension.

Would be great if someone could spell out exactly how to accomplish this.

Thanks in advance!

 

[TouchToneTommy]

You make a "phantom" extension out of an unused adjunct extension, and then set it up to be able to forward to the outside number, and set to the forwarding number from any other extension. Then set the selector code in the auto attendant to transfer to that phantom extension.

Here's a cut and paste from my cheet sheets:


*Renumber an adjunct to become the desired Extension Number
* System Renumber> Single> Adjuncts> Old Adjunct No.> Enter> New Extension No.> Enter


*Assign Authorization Code to New Extension
* Extensions> More> Auth Code> Ext. No.> Enter> (CODE)> Enter
* (Hint: Make the Authorization Code be the same as the Extension Number)


*Enable Remote Forwarding
* Remote Fwd> Extension No.> Enter

To Forward the Extension:

Go to a KEYSET, press an SA Key and lift the handset (or press Speaker)
Dial #80-(Authorization Code)-#-*33-9-(Outside Telephone Number) #