Users in one department complaining of short call hold time.

[hhallett]

The users in our sales department have been complaining that calls placed on hold are recalling to the holding station in under 15 seconds.

1) The Call Hold Timer for their COS is set to 120 seconds.
2) All of the users are in the same call pick-up group.
3) 4 of the users have PKM-48s.

Recommendations?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[hhallett]

I found that some of the trunk COS settings for the hold timer were less than 120 seconds. I tried changing these but testing proved no difference.

The affected calls are always external. I did note that the held call rang on both the key it was held on and on the Call Pick-up key. I'll need to review the call pick-up settings, I suppose.

Any suggestions?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

Is this true for all stations?

Check the hold timer of the trunks

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

Would check all trunks that calls could possibly come in on and make sure they have the 120 seconds. Is there something special about how the calls reach the group i.e by coming through a voicemail or IVR first?

The beatings will continue until morale improves.

 

[hhallett]

kwbMitel - "Is this true for all stations?" All stations within the department, yes.

LoopyLou - "Is there something special about how the calls reach the group i.e by coming through a voicemail or IVR first?" Not really. The sales people each have their own DID, the department has a DID, and the department is reachable via Automated Attendant.

The affected calls are always incoming external calls. I did note that the held call rang on both the key it was held on and on the Call Pick-up key. I'll need to review the call pick-up settings, I suppose. Any suggestions?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

When I asked about all stations, I meant ALL stations, not just the ones in the department.

Now that you have mentioned that the calls are ringing in on keylines, I need to know the nature of the keyline.

[ul]
[li]Is the keyline a member of a hunt group?[/li]
[li]Does the hunt group have a COS assigned to it?[/li]
[li]If so what is the hold timer for the hunt group?[/li]
[li]If not, check Multiline appearance groups and what phone is listed first to have an appearance of the keyline and what COS is that phone?[/li]



[/ul]


**********************************************
What's most important is that you realise ... There is no spoon.

 

[RotaryDialTommy]

I think you need to call in a Mitel tech . If it can be duplicated it can be fixed .

 

[Lundah]

Maybe work the problem backwards? What I mean by that is, export all records of Class of Service Assignment, look for the COS' that have the timer set for 15 seconds, and see if that COS is involved in the problem calls somewhere. Or just change the timer on all COS' in use to 120 seconds.

 

[LoopyLou]

Other then the "hold recall timer " in class of service of the trunks and in all the phones involved I can't think of anything. Not really any settings regarding pickup groups that would apply. You don't really describe the installation much. Are there multiple 3300 controllers involved where calls might come across IP trunks?

The beatings will continue until morale improves.

 

[hhallett]

LoopyLou - "Are there multiple 3300 controllers involved where calls might come across IP trunks?" No. The system was installed as a cluster. The system consists of 1 MXe III controller and 2 AX controllers. All are in the same location and there are no remote sites.

kwbMitel - "Is this true for all stations?" Only for all stations within the Sales department. Not for any other stations.

I want to thank everyone for their time and hopefully I can get this ironed out before the end of the year.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Waldosworld]

User answers call and places call on hold or call is recalling to transferring station (calls being parked)?

 

[hhallett]

Waldosworld "User answers call and places call on hold or call is recalling to transferring station (calls being parked)?" - The 1st choice. User answers an external call, places the call on hold, the call rings back in about 15 seconds rather than 2 minutes AND the Call Pickup key on all phones in the group indicate an incoming call.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

Have you checked Lundah's suggestion?

Do any of the COS's have a 15 second hold timer?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[wireman50]

Sounds suspiciously like the calls are going on a group park key and the COS of that is set to 15 secs or so.

 

[LoopyLou]

hhalett: You do not need to have "remote" systems to be using IP trunks. You say you have an MXe and two AX's in a cluster, therefore you have IP trunks. Check the COS option assigned to the IP trunks and bump up the hold recall timer for those.

The beatings will continue until morale improves.

 

[hhallett]

LoopyLou "You do not need to have "remote" systems to be using IP trunks." Yes, I do know this. I simply was saying that our system was installed in a cluster, rather than an enterprise. We are using 69 IP trunk lines.

Lundah "... look for the COS' that have the timer set for 15 seconds, and see if that COS is involved in the problem calls somewhere. Or just change the timer on all COS' in use to 120 seconds." All of our trunks use the same Trunk Service Number. That number has a CoS that sets the Call Hold Timer at 120 seconds.

All of the user stations in that department are set to use an identical CoS. That CoS sets the Call Hold Timer at 120 seconds.

wireman50 "Sounds suspiciously like the calls are going on a group park key and the COS of that is set to 15 secs or so." All of the stations in the Sales department are part of the same call pickup group. They do have "Call Pickup" keys defined. Is this what you are referring to? Because we do not use Call Park at all.

Call Hold = Yes
Call Hold - Retrieve with Hold Key = No
Call Hold Remote Retrieve = Yes
Call Hold Timer = 120
Local Music On Hold source = No
Music on Hold on Transfer = No
Use Called Party Call Hold Timer = Yes

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

Are you capable of exporting the COS form to a .csv?

If so please do so and check ALL of the COS's for a timer of 15 seconds.

If one exists it will go a long way to isolating your issue.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[hhallett]

All of the CoS with a 15 second time limit are unused. But, I will make those changes and, though it doesn't seem to me it should make any difference, see what happens.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[wireman50]

Just for clarity they are being put on hold by the designated hold key and not by some other key?

 

[Jemson]

Check the timer on COS 1?