what the duck? Call transfer failure from IVR to Group Calling

[Rick775]

Having a glitch on a Partner ACS Rev 5.0

Their calls are answered by a IVR (which does prescription refills, etc). It occupies four station ports ext 26 thru 29.
Line 1 only rings to ext 26, Line 2 to ext 27, Line 3 to ext 28, and line 4 to ext 29.....to prevent a call from ringing on
multiple IVR ports at the same time.

When Caller dials zero, the IVR does a hook flash, and then dial 71 (Group calling, group 1)
-and all the phones ring- (that are in the group)

But, now, when a 2nd caller dials zero in the IVR, it tries to transfer, and the caller bounces right back into the IVR menu.....Once the 1st
call is done, then dialing zero will go to the group calling group.

Is there some sort of system limitation, that I can't remember, limiting a group calling group to only one ringing call at a time.

We set this Partner up quite some time ago, and my Partner Guru has moved on. A day reviewing documentation, and trying things out hasn't
fixed it.

HELP???

 

[TouchToneTommy]

Yup, only 1 call to a calling group at a time. Can you make the 1st IVR port 0-out to 71, the 2nd IVR port 0-out to 72, etc??

 

[Rick775]

Thanks TTT!!!

That was the work around we were considering. Just have to get the IVR company to change the dial string in the IVR.