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Second incoming call not ringing to other phones

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ryanhci

ryanhci

Technical User
May 2, 2012
6
US
Hello everybody,
Just to preface: my co-worker who used to work with our BCM is no longer with the company and I have taken over some of his workload which includes managing our phone system at times. I'm not a pro working inside of the BCM which is why I am here.

Here is my current problem.

We have an office that has two incoming lines (I believe). Previously if the receptionist was on the phone the second incoming call would ring to the other phones in the office. Recently she has noticed if she is on the phone and a second call comes in it is not ringing to the other phones in the office. Her phone will blink red alerting her of another incoming call but nobody else in the office can answer it. The person making the call will experience three rings then a busy signal.

We want to get back to where all other phones will ring when she is already on one line.

Is there anything that sticks out that could possibley fix this? Is this something related to the programming in the BCM?

I appologize if I'm in the wrong thread and please direct me elsewhere if need be.

Appreciate any help you can provide.

Thanks!

Ryan
 
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It sound like the second line is call forwared from a feature of the provider.

If a caller gets 3 rings and a busy, it would explain that scenario,

You get one ring at the phone then it is forwarded to a busy line, probably your line one.

Call line two directly when the system is idle.
 
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I'm not a pro working inside of the BCM which is why I am here."

That's why you need to call one in, nobody in the office is a pro, only techs whom are fully trained and/or lots of experience are trained.

I still things it CFB, check those settings and see what it shows.






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curlycord
 
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The Fwd No Answer and Fwd Busy are set to a 3rd party answering service we recently hired. Could it be something on the answering service end? It makes sense because this problem started since we have hired them.

 
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Call your provider and review your set up.

Get the number it is forwarded to and dial that number and see what you get.
 
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Will do.

The Fwd Delay is set at 3. Curious why it isn't ringing to the other phones in the office before it Fwd's on to the set number...
 
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Forward Delay is for when they do not answer (Forward No Answer).

We need to deal with Forward Busy, where is it told to go in the programming?

"The Fwd No Answer and Fwd Busy are set to a 3rd party answering service we recently hired. "

Which is how/what?


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curlycord
 
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Sorry for the delay in response.

Foward Delay and Forward No Answer is programmed as the following

Fwd No Answer: 91855533xxxx
Fwd Busy: 91855533xxxx

I also test by putting my cell phone in to try a new number. The person calling in will get 3 rings (forward delay is set to 3) and then a busy signal.
 
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Why are you forwarding to an external # when you want internal users to answer?

Suggest to forward to a hunt group.

If you stick with external then you need to check for how many appearances of the target line there are under each set perhaps.





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curlycord
 
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Okay, did a little more troubleshooting.

The reason we have a forward to an external number is because our executive staff is dead set on having a live body answer the phone. Sometimes staff isn't in the office or both lines are busy. This is reason it is forwarded to an external number.

When I take both forwards off it works as it should. The receptionist can hear the second incoming call and another worker can pickup the call from their phone.

The problem seems lie in the forwarding.
 
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I think I get it, you have people off site answering the phones when forwarded but several people answer when not forwarded.


Remove this:
Fwd Busy: 91855533xxxx

Should be set to NONE for any set that answers outside calls.

Because this is programmed is why the calls forward directly to the external person rather than the internal people.



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curlycord
 
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Yes, you have the correct idea. Sorry for my lack of grammar and coherence.

Okay, so I removed the Fwd Busy

That solved part of the issue (and thank you very much by the way). The other office workers are now able to answer the phone.
However, the Fwd Delay is set for 6 rings (tried 3 also) and after that the caller will get a busy signal.
 
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