Shared Call Appearance with calls from Auto Attendant ...

[mrdom]

Hi everybody: I can't honestly say if this has started happening since the update to R4, or if this has been the system's behavior all along, and I just noticed it now. We have an extension that has follow-me settings to ring-all four different extensions. If there's no answer, the call goes to voice mail. When a call comes in from the auto attendant and the phones ring, when the user answers the call, they cannot place the call on hold and allow another extension to pick it up. They either have to transfer the call or use the park feature and have another extension pick it up that way. I don't remember this being an issue with our earlier release. Has the system always handled calls in this way, or is this something new with R4?

Thanks everyone!

 

[ucxguy]

I tried an external incoming call to IVR, selected an option to go to a ring group with 6 extensions, answered the call on one of the extensions, pressed hold to put the external call on hold, pressed the corresponding SCA button on another extension to retrieve the call - works without problems.

 

[UCXNortel]

Do you have the IVR (Auto Attendant) transfer point to be the Ring Group that the SCA is part of, or do you have the IVR transfer point to an extension?- The transfer point needs to be pointed to the Ring Group for proper operation of the SCA on the incoming\ringing calls.

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Stocking Distributor for E-Metrotel

 

[theislandtech]

Does the extension with the follow me have SCA buttons programed on it, and use the same inbound route as others?
I setup an extension without SCA buttons and programed follow me to a ring group that had extensions with SCA buttons.
I placed an external incoming call to the auto attendant, selected the extension and answered the call. Placed the call on hold but could not tell which SCA to tell someone to pickup. Sets with SCA were able to pickup the held call by process of elimination.
I placed a second call and let it ring through to the follow me destination. SCA working as expected. So it boils down to having SCA buttons on all phones that might have the need to place calls on hold or to pickup from hold like a key system.
All phones with SCA buttons do not need to be in the ring group if you don't want it to ring.

 

[UCXNortel]

FYI- SCA buttons are supported on Nortel\Avaya sets ONLY!!

http://www.ucidirect.com

Stocking Distributor for E-Metrotel

 

[mrdom]

Hi everyone:

Thanks for the helpful replies. The extension in question has follow-me programmed, and these are the settings:

[pre]
Ring Strategy: Ring All
Ring Time: 20
Follow-Me List: 222 (the main extension), and 6222# (the ring group)
No answer destination: 222's mailbox
[/pre]

All the extensions in the ring group have the SCA buttons programmed and working. 222 and all ring group extensions are Nortel 1230 IP phones.

When a call comes in via the auto attendant, the extension rings, and not the line. When I place the call on hold, the SCA button doesn't change to a call on hold icon ... it remains in use. Instead, the extension's icon changes to on hold. Maybe with the new release, there's something awry in my follow-me programming that I need to change?

Thanks for the continued help!

 

[ucxguy]

You could make the following change in the configuration:
1. Delete Follow Me settings for the extension 222
2. Add the extension 222 to the ring group 6222
3. Set the "Destination if no answer" in the ring group configuration to Voicemail 222
4. Change the inbound route that currently sends the call to the extension 222 to send it to the ring group 6222 instead

The configuration above eliminates Follow Me -> Ring Group from the inbound call handling. All phones should ring the same way as they do now and SCA keys should work properly, too.

 

[theislandtech]

I don't have a 1230. I tested with m7324 and t7316 on R-4. On the 7324 the extension indicator flashes while the phone is ringing and is solid after answering the call. Placing the call on hold the SCA flashes on hold. The 7316 in the ring group can retrieve the call from hold. Since the call was answered by the AA, the SCA indicator (simulating a line) will show off hook while the AA is playing the greeting & while transferring to the extension.

 

[mrdom]

Thanks for the replies everyone. I think the reason we have the follow-me settings is so that other users on campus can dial my existing extension number, and not a different number. Would it be possible to change my extension number from 222 to something else, and then make the ring group ext. 222? That might be a possibility.

 

[UCXNortel]

You would need to DELETE extension 222, re-build as another extension number, and build 222 as a Ring Group and go from there.

http://www.ucidirect.com

Stocking Distributor for E-Metrotel

 

[mrdom]

The problem only seemed to happen on external calls, so I just changed the IVR from the extension/follow-me to the ring group, and that seems to have corrected the problem. Calls are now ringing on the SCA line as they should.