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Help With Second Line Call While on First Line

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123EPC

123EPC

Technical User
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Hello,

We are using IP Office 406 R6 with 5410 phones. We have three lines in the office and here's the problem we're experiencing:

When our receptionist is on the phone (line 1) and a call comes in on line 2, she gets no notification on her phone that another call is incoming. The caller gets the normal ring, and the only way she answers it, currently, is once the call makes it to our third huntgroup, her phone lights up with every extension ringing. She then picks up the call from another extension.

There is no audible alert, and there is nothing showing on either available appearance line on her display. She is set up correctly for call waiting as far as I can tell in IP Office.

Can anyone help me figure out what setting(s) are missing to allow her to see a second incoming call on her display, and then answer it (either with one button, or place current call on hold and answer)?

Thanks in advance.
 
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She needs at least 2 ideally 3 appearence keys and make sure "Reserve last CA is" not ticked against her multi-line options :-)

ACSS (SME)
APSS (SME)


"I'm just off to Hartlepool to buy some exploding trousers
 
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Make a HG with her extension in it. Turn call waiting on for the HG... Make sure call waiting is also turned on for user.. Direct incomming call routes for the 3 lines to the new HG..

 
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Thanks for the responses.

@amriddle01: she has 3 appearance keys set up, "Reserve Last CA" is unchecked.

@ NYSTECH: she is currently the only user in HG 1 and has call waiting turned on for her user. Her HG does not have call waiting turned on that I can tell (I can't find that option). Is it under Ring Mode > Collective Call Waiting? All lines are set to forward to her HG, then to our two others consecutively.

@hairlessupportmonkey: I am not familiar with SoftConsole, but if it's software, I'd prefer not to use it with her.
 
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@ NYSTECH: she is currently the only user in HG 1 and has call waiting turned on for her user. Her HG does not have call waiting turned on that I can tell (I can't find that option). Is it under Ring Mode > Collective Call Waiting? All lines are set to forward to her HG, then to our two others consecutively"

hoo hum, forget to mention anything in your first post about the call routing maybe?

Either route the calls direct to the one receptionist with busy on no answer or add a Group button to the phone.
 
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@sizbut: I'm a bit confused about your response. We have 3 HGs, but they are set up so that HG 1 rings first (3 rings) then HG 2 (which is the same user from HG 1 and one additional) for 3 rings, and finally HG 3 (which includes every user) for 3 rings and then it goes to voicemail. So every call from every line gets routed directly to her phone. We simply used HGs to determine which phones ring at which time. I think you believe that subsequent calls go to the other HGs, and they do not. For 'busy on no answer', I can choose 'Busy Wrap-Up' or 'Busy Not Available', which is the correct setting?
 
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@amriddle01: Yes, the handsets are R6. With regards to appearance vs. line appearance, I am not sure at the moment (I left the office); I believe they are line appearance. Can you tell me the difference?

@NYSTECH: Thanks for the clarification - I will try that tomorrow.
 
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Line appearence monitors a sinle line/channel of your Incoming lines on that button, they are a throwback from an old way of working and usually just cause issues. Appearance buttons allow incoming calls to target the handset (internal or external) and are used for outgoing calls and transfers etc but they do not reflect the state of any of the lines. If you use Line appearence you also need some appearence keys for mormal operation :-)

ACSS (SME)
APSS (SME)


"I'm just off to Hartlepool to buy some exploding trousers
 
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How you you be confused by my answer when you are the source of the confusion.

Quote 1: "All lines are set to forward to her HG, then to our two others consecutively"

Quote 2: " So every call from every line gets routed directly to her phone."

So which is it. Are incoming calls routed to a hunt group (of which the receptionist is a member) or are they routed to the receptionists.

You might think it pedantic language quibble but it makes a big difference whether she is handling a hunt group call or a direct call.
 
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@amriddle01: Thanks for the clarification.

@sizbut: Both Quote 1 AND Quote 2 are correct. By your first comment, "hoo hum, forget to mention anything in your first post about the call routing maybe?" I can tell you did not understand my post to NYSTECH, and you still don't after I clarified it in response to your first comment. I drew a picture in case you are more of a visual learner. You also failed to clarify which 'Busy On No Answer' you were referring to when I presented my two options to you. We use HGs to determine which phones ring at which time. The receptionist receives every call from every line as she is the only user in HG 1.
[]
 
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@NYSTECH: I just got a chance to play with the configuration again and the 'Collective Call Waiting' being turned on for HG 1 did the trick.

@amriddle01: The phones are actually set up for 'Appearance', not 'Line Appearance' like I had thought earlier.

Thanks for all of the help!
 
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