TDA30 queuing and forwarding

[retrogirl]

I've spent *days* trying to set up my TDA30 and still have a few things that aren't quite how I want them. Any help appreciated!

Setup:
- ICD group with 4 extensions
- "Max no. busy extensions" set to 1 so that subsequent calls go straight to the queue if reception is already on a call
- distribution method = ring so that we can answer a call from any extension
- overflow destination (both for queue busy and no answer) set to voicemail

Questions:
1 - once a call is in the queue, can another person answer it from one of the extensions? Picking up the handset and pressing the appropriate line button doesn't work. I've read about the Hurry Up function (ie manual queue redirection) but I have the overflows set to voicemail.
2 - I had the overflow time set to 20 seconds so that if a call isn't answered in that time it will go to voicemail, but I found that a call in the queue was also being diverted to voicemail after 20 seconds. Is this meant to happen? At the moment I've changed the time to 120 seconds but that means that an unanswered call has to wait that long too.
3 - I've set up a flexible button to turn group forwarding on/off, with the current destination being voicemail. It would be nice to have another button that will forward to an external number, so we can just press the appropriate button instead of having to reprogram the destination all the time. Is this possible?

Thanks in advance!

 

[obtsystems]

if they are not in the group the line key will not flash, you will have to put the other extensions in as no ring

 

[obtsystems]

For fwd to voicemail on queue dont use timer, use queue table and at the end seq, set to overflow
you can set up a one touch key with fwd string set up for voicemail and one for external, leave group fwd key as off key and indication that fwd is on

 

[retrogirl]

Thanks obtsystems. I'm still trying to learn the terminology so I have a couple of follow-up questions!

- re answering a queued call, are you saying that the ICD group call distribution method needs to be set to something other than 'ring' (eg priority hunting)? Then the other extensions will get a chance to pick up a queued call?
- for fwd to voicemail, if I remove the timer and use the queue table sequence, what happens when one call arrives (the only call) and doesn't get answered? What is the mechanism for this call to go to voicemail after x seconds?
What I want to happen is:
- call #1 arrives but we can't answer it, so after 20 seconds it gets diverted to voicemail
- call #1 arrives and we answer it. While still talking call #2 arrives and goes into the queue sequence which cycles indefinitely until we finish with call #1
- call #1 arrives and we answer it. While still talking call #2 arrives and goes into the queue sequence. Meanwhile another colleague has a chance to take call #2 and is able to "retrieve" it from the queue

 

[obtsystems]

no,use ring so all phones will ring of if using delay ring/no ring they can pick up the call by pressing the co key.

You wont get the first call to ring and go to voicemail and the second one to stay held, it will follow the same timer as first call.

I was saying, if you use call queuing table you can use it to play messages to say please keep holding and after wait times and ogms have being played it can overflow to voicemail

 

[retrogirl]

Sorry obtsystems, I'm obviously not making myself clear.

All 4 extensions are in the ICD group.
The distribution method is 'ring'.
When a call is in the queue waiting to be answered the CO key for the line it came in on is solid red, not blinking. Picking up a handset and pressing the CO key doesn't answer it. Is this expected behaviour or have I set something wrong?

Re voicemail, I want unanswered calls to go to voicemail, and calls in the queue to never go to voicemail.

 

[obtsystems]

Do you have isdn or analogue lines. How are the lines pointed to the icd group if the call is ringing the group all phones would ring or flash if using delay ring


I don't understand how a answered call is in the queue, are you using auto attendant

Do you want to send me the dsys file so I can see setup

 

[cwc3]

Sounds like he has disa auto attendant or call answered by voicemail confused with the queue itself??seems silly if people are sitting there why should it not ring first at icd group and the go to the queue after a busy or no answer and then ring all phones that are logged in ?

http://www.thetelephonemanonline.com

 

[retrogirl]

Perhaps a little background will help...
This is for a dental surgery. The dental nurse also does reception. If the phone rings and she can't answer it because she's assisting the dentist then I want it to go through to voicemail after 20 seconds.
If she can answer it, and a second call comes in while she's still on the phone, the second call goes straight to the queue as per the queue table (because "Max no. busy extensions" is set to 1).
Now if they happen to have no patients at the time, the dentist may be able to take the second call. However I have not found a way to enable him to "retrieve" it from the queue.

 

[retrogirl]

Oh, and I'm a 'she', not a 'he'!
I'm also in Australia, hence the delay in responses if you take the time difference into account!

 

[obtsystems]

Ok, if a call is ringing a group with 4 members in it and is set to ring,busy queue is 1 that means that one call will wait if all extensions are busy before using busy overflow.
If the line is pointed to the Icd group with 4 extensions then all phones will either ring or line keys will flash

on the Ddi or dil table where are the lines pointed to.

Do you want it to ring in the surgery if reception is on a call or just flash,

 

[retrogirl]

The DDI table does not have any destinations set. The manuals say this will then use the PABX operator, which is set to the ICD group.

My understanding is that if "Max no. busy extensions" is set to 1, then as soon as one extension is busy the next call to arrive will active the queue table.

If reception is on a call I only want it to flash in the surgery.

 

[obtsystems]

That is true but does not always work to plan, I would use Ddi table for call routing

No busy queue set to 1 will allow 1 call to wait for free extension, but does not go to any different table. It will follow no answer table of group. If a second call comes in to busy group it will follow busy table for the group

Because you have the 4 extensions in the group it should ring or flash on the other phones

If you ring in with no one on the phone where does it ring/ flash, if just on first extension then it is not going to the group

 

[retrogirl]

OK, I'll try using the DDI table and see if it makes any difference.

When no one is on the phone and a call arrives it does ring at all extensions.

I'll do some more experimenting over the weekend.

 

[obtsystems]

Strange why it won't ring second time.
If still having problems send the dsys file to me and I can have a look