Incoming Calls to the Attendant does not divert back to the

[peetb]

System: Common hardware release 10.0
Problem.
If an incoming call is answered by the attendant and transfer to an extension and the extension does not answer the call, the call does not divert back to the attendant it just keep on ringing at the extension until the outside party release.
I have set timer 141 to 200 and timer 140 and timer 142 to 100 but the call keep on ringing at the extension. Please assist is there any other programming to be done. The customer wants the calls to go back to the attendant within 20 seconds.
I have also check timer 132 is set to 150

[bjin]

Is the incoming call internal? If so, it leaves the call queues on transfer and is never returned. Its just treated as any internal call..
External calls is another story, it is kept in the routing / camped queue until answered or returned to next queue after timeout.

[peetb]

Thanks for the Info it is an external call. Please assist what is the routing camped queue and where do you program this

[bjin]

The 4059IP/EE can have two or three queues visible, depending on OXE config;
Just manage a PCOT, Common Hold key and -voila- the Routing queue gets separated into Camped and Holding queues.

[ Next Queue ] - [ Routing Queue ]
or
[ Next Queue ] - [ Camped Queue ] - [ Holding Queue ]

In case of two queues (as default) the Camped and Holding queues are combined into Routing Queue.
Incoming calls are always routed to Next queue. When operator transfer a call it end up in the Camped (or Routing) queue. If the transferred call is answered the call obviously disappears from the queue(s).
After time-out (no answer) the call is present in both Camped and Next queue and the operator start ringing.
Holding queue are only for private held calls.

[peetb]

Thanks but I still don't know where do you program these queue is it in the entity or attendant group please assist with an
example as to where it is programmed in the system.

[bjin]

Ahh, the PCOT is a programmable key. You define it on each attendant (F1 through F12)
Just create a Presentation key of type Common hold and your'e done. The third queue gets visible when next call gets routed or when the 4059 is restarted.

[Konstantinos.E]

hi

if it is isdn external call

go mgr-->categories-->trunk category-->category 19--> timer for unanswerd call to return to the attedant.(i dont remember the exact phrase) what value do you have there?

If it is 2000 or something reduse it to 1000 and check if it is solved. If not then there is other configuration that we cannot imagine. maybe entities , attedant groups or overflow sequense or what ever.

hope it helps

[peetb]

Hi
Thanks for your reply
Trunk gategory 19---> timer on no answer is set to 150 (15 seconds) and timer on Busy are also set to 150 but if an external call will ring forever if the attendant transfer the call to an externsion.

[mujib.alu]

Hi,

The best solution is menu on set..

You can try to manage the Entity routing..!!

BOL

[peetb]

Thanks for the assistance I will keep on trying