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tyler-rainey asked ·

Call transfers & call handling

First off, I want to say that I love using with your phone system.  The software is deeply configurable to a wide assortment of environments and offers more features than I have seen in any VoIP system.  There are just a couple things keeping this system from being perfect.  I've run into a few problems I haven't been able to troubleshoot on my own and could use some advice from people more familiar with the software.

We occasionally have problems with call transfers going
straight to voicemail instead of ringing at the phone they were sent to. On 6/3/15 at 4:59 PM a call from 615-794-9709 was being transferred from ext. 1 (operator) to ext. 55 and the call was sent to ext. 55's voicemail. On 6/16/15 at 11:08 AM, a call from 901-504-8425 was being transferred from ext. 1 to ext. 55 and the phone attached to ext. 55 would not ring. This transfer was attempted 3 times before the gentleman at ext. 55 walked over to ext. 1 to take the call. Another time, I dont know the specific day, a call was trying to transfer from ext. 1 to ext. 3 and the first time it happened I was called over and we tested the transfer function using my cell phone and it worked. The dropped caller called back and the transfer was attempted again and the caller was sent straight to ext. 3s voicemail without ext. 3 ringing. The third time the caller called in, the person from ext. 3 walked over to ext. 1 to take the call.


We also occasionally have the issue of call handling rules not being followed. In this small office, the operator's extension (ext. 1 and 0) is set up to ring first for 20 seconds and then everyone's phone in the office (including ext. 1) will ring for 20 seconds. This is in-case the operator is not available. On 6/9/15 at 12:58 PM, no one was using their phone and a call from 615-686-3476 rang straight to everyone's extension except for ext. 1. So not only was the call not directed to ext. 1 first, ext. 1 didn't even ring. This happened again, on 6/17/15 at 12:10 where ext. 1 was not using her phone and a call from 615-238-5300 rang on everyone else's phone, skipping ext. 1 in the call handling rules.

 

Needless to say, we are pretty confused.  The operator says errors like these happen several times a month, but most of the time the system works the way it is supposed to.  Any thoughts or suggestions would be greatly appreciated.




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