Display states Call from priority

[super1982]

10 Individuals at our company have experienced a problem receiving calls. The display states "call from priority". If someone else picks up, the call cannot be transferred. If it is not answered it does not go to voicemail (rings & rings). To fix this issue we are deleting & recreating the station. Ayava has no answer. We need a fix since the issue is spreading.

 

[SF0751]

Are the calls internal or external? Priority Calls do act in the manner that you are describing. See if you have a FAC assigned to Priority Calls, and either delete or change it.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[super1982]

The calls are external. There is no FAC assigned.

 

[lopes1211]

Sounds like someone is transferring the calls using a priority button. This is probably going to take some detective work on your end. What is common about the calls and/or the people they are getting transferred to? Is it a call center?

-CL

 

[super1982]

This is ramdomly happening in different locations. The calls are coming in on DID's. They are not transferred calls from anywhere.Deleting the station and recreating fixes the issue. What in the station config gets reset when you delete and re-add?

Thanks for the replies

 

[SF0751]

Where are the calls coming from? Are they from other Avaya systems, home phones, etc?

I had this happen to me once; the call was from our BP and was made from his Avaya softphone. The problem was on his end, not ours.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[super1982]

We have been testing using cell phones with same result. Once we delete and set-up the stations the problem dissapears. We cannot isolate any common denominators.

 

[SF0751]

Does a list trace show you anything?

If you busy/release the station (instead of deleting and recreating the station), does the problem go away?

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893