Transfer bouncing back to tranferring phone

[GTPhoneguy]

I have a 6x16 KSU that we have setup telco provided voicemail on lines 5 & 6. If the store receives a call meant for the sales person who has line 5 or 6 and they transfer the call to line 5 or 6, but it will bounce back to the phone that initially received the call if it not answered after a set amount of rings.

How come it doesn't transfer to the voicemail after ringing no answer?

 

[acewarlock]

If they answer line 5 or 6 it is no longer being controlled by the phone co. and how are they doing the transfer back to line 5 or 6 ?

 

[GTPhoneguy]

The calls will come in on lines 1-4 and the store associates want to transfer to line 5 or 6. if the salesperson isn't there, the hope is that it would ring through to voicemail. It bounces back to the transfering phone after a set amount of rings as if it is not answered (not even by voicemail).

 

[hawks]

Have you looked at the Transfer Callback Setting in you system.

 

[acewarlock]

I still want to know how are you transfering the call from one trunk to another, I don't think that can be done. Are you transfering it to his ext? If you are, have to set forward no answer to the Vmail DN?

 

[GTPhoneguy]

Unfortunately I am not onsite at this store. I get our service company to do any MAC orders for this location and I am not familiar with how they have configured the system.

I assume they are transferring the call to the line.

In reading the Norstar System Coordinator Guide, it states "If an external call is transferred to a busy telephone, or not answered after a few rings, the call automatically rings you back"

I guess what we are trying to do is not possible.

 

[GazBristol]

It sounds to be as if you are transfreeing the incoming (trunk)call to the EXTENSION NUMBER of the Sales person. This is the same extension that receives direct calls on your Line 4 & 5 trunks. This would explain why the calls are not being answered by your Telco voicemail. I dont think you can do trunk to trunk transfer on a 616(not UK release software anyway) so you wont be able to transfer the incoming call from Line to Line. I think your only options would be to provide voicemail on your norstar system.