2nd call going to voicemail instead of phone 1

[mascoloj]

I have an issue I cannot figure out the answer to. We have an IPOffice 500 with Voicemail Pro. Our receptionist is only getting 1 call at a time on her phone. Any additional calls that come in while she is on the phone will go to voicemail. I'm trying to set it up so that the additional incoming calls will ring her phone like all of the other phones in our agency but so far the answer has eluded me. Below is the setup we have - just want to mention I did not set this up. This is the setup that was created when our vendor installed the system. This may give you a headache! - Any help you can give would be greatly appreciated.

Incoming line first hits a hunt group 7500, set to sequential ring mode, has night service setup, and overflows immediately to another hunt group 7504.
Hunt group 7504 is also set to sequential ring mode and includes a fake active user at extension 7514
Fake user 7514 unconditionally forwards all calls to shortcode 7524
Shortcode 7524 connects to a menu built in Voicemail pro that every incoming call hits. From here choices are made and the incoming call gets directed around the agency. If you hit 0 you can get to the receptionist.
In Voicemail Pro, the extension to get the receptionist is hunt group 7508
Hunt group 7508 includes the receptionist extension, is set to collective ring mode, and has voicemail set up on it.

 

[joe2938]

have many call appearances does your receptionist have? Also I would make hunt group for the operator a collective call waiting

 

[mascoloj]

There are 3 call appearances on her phone. The first one is the only one ever used though. I just set the ring mode to collective call waiting and I will test it shortly.

 

[mascoloj]

That solved the issue! Setting the ring mode to collective call waiting was the answer.

Thanks for your help in this!

 

[IPGuru]

That solved the issue! Setting the ring mode to collective call waiting was the answer.

Wrong solution - to stop callers going to VM you should enable call queuing on the group.



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