Why does Octel messages state "On the phone" 1

[alwaysamarine]

I have not been able to figure out why when calling an Agent setup with a DID as their login, I recieve an Octel message stating that they are "on the phone" when they aren't even logged in.

On the other hand when I call any Station DID in the PBX I get sent right into the users voicemail box...just like I'd expect.

My PBX is an Avaya G3r V11.
Octel 250 - Aria 03.01

Thank you very much in advance!

Ken

 

[KenMeans]

It is the way the PBX is sending the call. When it covers it send a code to tell the octel if it was a noanswer or a busy. If the agent is not loged in then the pbx is sending the busy code as the phone is not ringing before it covers.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[alwaysamarine]

Thank you so much for the reply Ken! Is there by chance any way to change this code that is being sent to the octel when the agents aren't logged in?

Thank you again!!!

Ken

 

[KenMeans]

No but look at the class of service and see if they have more than one greeting allowed.
Also do they have a personal greeting recorded or just the name ?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[alwaysamarine]

It looks like all they needed to do was to record a personal greeting. Once they did, the personal greeting was played instead of the system message stating that they are "on the phone."

Thank you very much for you help!!!!