Second line not ringing 9

[RGarcia87]

I have a problem with a 6424D. When I am on the phone and someone else tries to call me it doesnt ring, and goes straight to voicemail. I do have a second line on it. I have tried every option on the "active station ringing" field on page 2 of the form.

 

[G van Hamburg]

1 Take a look at the coverage path of the extension.

Perhaps "active" is set to yes.(internal and/or external)

If so, second callers go directly to the 1 coverage point.

2 Although I never used it call forward busy/active can also be activated. Look at the feature access codes to deactivate this. (ch fea)


Plan your work............Work your plan

 

[RGarcia87]

I had to add a 3rd line to make this work. Any reason for that?

 

[SF0751]

Avaya always reserves one call appearence (line) in case the user needs to make an outbound call (transfers, etc). So you actually need 3 call appearences on stations where you want the ability to have 2 lines ringing. 3 call appearences is the standard configuration for digital phones.

 

[Frith]

We use 3 call appearances for all 6408D and 6424D phones. The first CA is for the first incoming call; the 2nd is for the second incoming call. You can't put the first call on hold without a spare CA, so you need the 3rd.
Compare that to a 6402D which only has two call appearances (and they can't be changed). If a second call comes in, there's no way to put the current call on hold to retrieve the second call... it has to follow the coverage path.
I hope this helps. Doug Frith
Accord Communications

 

[RGarcia87]

Makes sense! I always learn something new on this forum!

 

[vaoldschl]

It's not necessarily a question of placing the first call on hold to retrieve the second, that is actually possible. You just can't transfer a call without an idle appearance.

So, to the point, the setting which controls the original problem is on the second page of the station form to the right hand side, it is 'restrict last appearance' if set to 'n' you could receive two incoming calls on a phone with only two appearances. You wouldn't be able to transfer them anywhere, however, unless you dropped one.

 

[SF0751]

Thanks, masg! Makes sense. It's always good to learn something new, instead of relying on what you've always been told.

 

[pabell]

I thought that RESTRICT LAST APPEARANCE has something to do with it as well if he only had 2 original appearances then he would only be able to make or get 1 call as the second one would be used for transfering a call ??? we always put 3 call appearances on the 6408 and above type sets ....

 

[vaoldschl]

pabell, right, if 'restrict last appearance' is set to 'y' and the phone only had 2 appearances then the phone would only be able to receive one incoming call. Restricting the appearance allows for transfer and conference features to be used. If those things aren't a problem then there isn't really any reason to restrict the appearance. I normally put at least three appearances on phones as well.

Another, kind of an aside, to think about is that when you use bridged appearances on a telephone documentation suggests you put a bridged appearance for every appearance of the phone for full functionality. This tends to eat up buttons pretty quick. If you only do the first line appearance and set 'auto select any idle appearance' to 'y' then the user will be able to conference and transfer calls to and from the bridged appearance using the call appearances of their own number.