Trouble forwarding phone extension to cell phone

[georgigirl]

We have an after hours call center. I have forwarded an extension from our Avaya G3si V5 phone system to a cell phone number. However, the call center is complaining that the calls aren't being routed regularly to the cell phone.

Has anyone encountered this problem with a call center prompt not sending calls every time? Could it be a cell phone issue with signalling happening although shouldn't the cell phones voice mail pickup even though the cell phone doesn't have a signal? Callers are saying they get nothing not even cell phone voice mail.

Any help you can give will be helpful.. Dire need here.

Thanks.

 

[jordy5535]

I believe that only one call at-a-time cane be forwarded.

 

[georgigirl]

On my call forwarded extension, I have it on an "x" port along with 10 call appearances. Should I reduce that down to one?

 

[jordy5535]

I don't think the number of call appearances on the x-ported station make any difference, only one call can be forwarded at-a-time.

 

[MassDeployer]

If the calls are making out the switch the caller should hit your cell or the cell v-mail regardless of your cell coverage area. I would do some testing and tracing on my own with a different station. If it works every time with this other station then I would look into the call center. I'm sure the issue will present itself. Let me know

Kind Regards,

MassDeployer

 

[jgideon]

there was another post going around about a similar situation, but I can't find it at the moment.

I have seen similar behaviour on multiple switches, always with ISDN trunks going to the 'outside' world. The 'forwarded' call can come in with a different call type than normal, and if that's passed out to the carrier, they may think they cannot transmit that type of call, or it is being rejected for some other reason.

Do you have ISDN trunks?

If you do, take a look at bearer types, or try routing the calls in question out a non-ISDN route and see if that makes a difference.

 

[georgigirl]

Thanks, everyone... I don't have ISDN trunks. However, these callers are saying they are calling our 800 number which makes it a T-1 carried call out of the building.

The cell phone is a local number which means the T-1 is calling a local number and it might be trying to do something with it.

I think I might change forwarding to add area code and see if T-1 handles it as an ld call although I really don't want to tack up intralata costs.

 

[georgigirl]

After talking with another collegue from another phone user group, they had me look at the digits being outpulsed whenever the extension was called-- I ran a report from my call accounting software on that extension number. I found that it was not outpulsing the forwarding number every time.

So I modified the call center vector to route the call directly to the cell phone number whenever the caller pressed 3 for that dept.

I tested last night and it worked fine. However, the challenge is to see if it works everytime despite this change. I will keep everyone posted.