V3 Hold Button is transfer button????

[jgraham1075]

We ran into a problem when users were putting callers on hold and then dialing out to our paging system - it transferred the caller to the paging system!! We couldn't figure out what was going on. After reading documentation on the 5620 phones (newer 4620's I guess), it clearly states that to Tranfser a call, press Transfer OR HOLD! Why would you transfer a call when you press the hold button?? If you wanted to transfer a call, wouldn't you press transfer?? Why would Avaya design the Hold button to act as a Transfer button?? Just doesn't make any sense at all!

 

[Morrack]

Thanks for the heads up, I'll be sure to avoid selling any 5620 phones!

Hey has anyone heard when Avaya is going to resolve the "pricing challenges" with the new 5000 series? I had a good chuckle when I got my first look at the price list and saw that some of the IPO only 5000's were MORE expensive than their "all platform" counterparts...

Peter

 

[JayNEC]

Morrack, this is happening with the 4620's as well...

 

[Morrack]

WHAT?!? Great. So much for deploying R3 right away because Avaya took their time and made sure it was right.

Sigh.

Actually today I learned that trying to use call monitor on a 412 still crashes the system under R3. Very dissapointing indeed.

Peter

 

[c51dude]

This happens on our receptionist's 4424D+ with the attached 4450. However, it does not happen at extensions that are just the 4424D+.

Here's what happens:

1. A call is received and answered.
2. The call is placed on hold via HOLD button.
3. An extension is dialed. The callee does not answer.
4. Hang up and the call in step 1 is transferred to the callee.

A work-around I found is to do something between step 2 and step 3. For example, *34 (Music On Hold). Then everything works as it did in V2.1.

However, I'd like to figure out a real solution to this problem.

Jon

 

[milestoned]

1. A call is received and answered.
2. The call is placed on hold via HOLD button.
3. An extension is dialed. The callee does not answer.
4. Hang up and the call in step 1 is transferred to the callee.

what if you press Drop at the end of step 3?

 

[jgraham1075]

'Drop' will in fact stop the call from being transferred. But the real question here is WHY is a system designed so that when you press a button clearly marked 'HOLD', is there ANY possibility of the call being transferred - is that not why there are two separate buttons on the phone - one for each distinct function???

 

[milestoned]

'Drop' will in fact stop the call from being transferred. But the real question here is WHY is a system designed so that when you press a button clearly marked 'HOLD', is there ANY possibility of the call being transferred - is that not why there are two separate buttons on the phone - one for each distinct function???

--I'm TOTALY WITH YOU!!-- Who the heck knows. This is going to be something that will go away fast I hope. I wonder when the next 3.0 maintenence release is scheduled for?

 

[IPGuru]

The reason why you can transfer calls on hold is because this is the way calls from pot phones are handled.

Clearly the core call handling sftware is generic regardles of which modulte & hadset type the call originates on.

Seperate Hold & Transfer functions seems to be an Ammerican thing as the european switches I am familiar with all use the hold, dail ext, hangup sequence to transfer calls to me this makes far more sence. If I put a caller on hold to ask a collegue a question & he offers to take the call himself I cant transfer the caller instantly without having to go back & use the transfer option. to diconect my collegue I use the drop option

 

[c51dude]

OK - I think I have a solution for the 4424D+ phones with the 4450.

In Manager, go into User Configuration - Telephony and uncheck Ringing Line Preference and Idle Line Preference.

This seems to solve the Hold button acting like a transfer button problem. The side-effects are that the red LED does not show beside line appearance 1 and pressing the Speaker button does not grab line 1.

I didn't try other combinations of these 2 settings. Maybe someone else can do that.

Jon

 

[CarGoSki]

Yes it is true. Bad news for everyone in the US. Note to Avaya: Hello!!!!

We use phones differently here in the US. How about a night service button that routes to a separate VMPro start point for separate night handling.

That used to work in 1.4 but London considered it a bug and took it out starting with 2.0. Since then, my IPO customers have been chomping at the bit to get off the stupid timer only.

Two countries separated by non common phone handling.

 

[jgraham1075]

One thing Avaya could do to resolve all of these issues it to provide 'OPTIONS' for differences between systems. How about a 'Allow transfers using Hold button <Y/N>?' This way everyone is happy as they can set the parameter as they choose. It seems to me that they hard-code way too much without allowing the customer to choose whether or not to use the option.

 

[milestoned]

Yes it is true. Bad news for everyone in the US. Note to Avaya: Hello!!!!

We use phones differently here in the US. How about a night service button that routes to a separate VMPro start point for separate night handling.

That used to work in 1.4 but London considered it a bug and took it out starting with 2.0. Since then, my IPO customers have been chomping at the bit to get off the stupid timer only.

Two countries separated by non common phone handling.


Their is way to get this to work. I have all my customers using SetHuntNight button for night service. here's how you do it.

Create a shortcode in the IP Office that points to your night menu Say *1 dials "Short Codes.Night" verify that *1 plays your night greeting when dial it.
Create a hunt group called night. Create a phantom user called fwdnight. In the Hunt group fallback for your main group use the night as as your fallback group. In the night hunt group make the member of your night group the phantom user you just created fwdnight. In the forward form for the user fwdnight place any generic number into the unconditional forward line say 900 for this example. then tick Fwd unconditional click OK to the user then go back into the fwdnight user. Now go to the short code form on the Fwdnight user. You will see a short code there FWD telephone number 900=900. Change the 900=900 to *1=*1 now click ok to the short code then Ok to the user now re-open the user fwdnight and go to the forward tap and low and behold the short code *1 will be an available option in the drop down menu forward for forwarding. Now check off forward hungroup calls in the forward form for this user. Do an imediate reboot and test. First test, call the ext fwdnight, are you getting your night greeting if yes then go to second test. Call hunt group Night do you get greeting if so. Program a SetNightHuntGroup button on the operator phone. Press it call the main number now you have a night service.

It seems like a lot but's realy easy. Sorry for the terible explination I was never good at creating good Doc's.

-Miles