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Phone unable to pickup line after IVR kicks in

Phone unable to pickup line after IVR kicks in

Phone unable to pickup line after IVR kicks in

(OP)
I am not that familiar with the old Norstars. I have been able to connect a new phone and copy existing config from another phone to the replacement set. That's the extent of my experience using this system.

This system has 6 phone lines coming in.

line 1-4 ring on 4 extensions 257, 221,222,223. Line 1,2,3,4 keys are programmed for each line on each phone. So any phone can pickup any of the 4 lines that are ringing

on extension 257 I can pickup line4 only if I grab it before the ivr kicks in. Once the IVR kicks in and the caller selects 1, which rings on the 4 extensions (257,221,222,223), 221,222,223 can all pickup that call, but on ext257 I can't pickup the line, it says in use. Again if I grab line4 while it's ringing before the IVR prompts the caller I can pick it up from ext257.

Any suggestions on fixing this? I tried another phone on this port, copied the programming from ext221 and recycled the power on the pbx. same problem

RE: Phone unable to pickup line after IVR kicks in

I think you might need to go into programming and find out if extension 257 is set to have lines 1 to 4 configured for appear and ring as it seems that this isn't the case. Also check that all the phones are in the same pickup group.

It might have been that when it was first set up that the "last" extension 257 was configured to be the primary answer point for incoming lines 1 to 4.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
linkedin

RE: Phone unable to pickup line after IVR kicks in

It is Normal to not be able to pickup (interrupt) a call when it is in use.

You can change the lines Auto Privacy to YES so it would act like it does at home on looped analog sets where you can barge in.
Check the line settings and see if that helps.

Sounds like you need to tell Auto Attendant to pickup after more rings in F983.

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www.curlycord.com
Toronto, CAN

RE: Phone unable to pickup line after IVR kicks in

(OP)
yes lines 1-4 are set to appear and ring. I even copied the config from a working phone extension.

how do I check to see if it's in the same pickup group. I assume it is as, I can pickup the call before the ivr starts.

When the caller is in the IVR, I can pickup the caller from ext221,222, or 223. but not from 257

curlycord ->> You can change the lines Auto Privacy to YES so it would act like it does at home on looped analog sets where you can barge in.
Check the line settings and see if that helps.

How do I change the auto privacy setting for the extension?

RE: Phone unable to pickup line after IVR kicks in

You cant it's system wide but I miss-read anyway so no matter.

What process are you using to pickup the line 4?

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www.curlycord.com
Toronto, CAN

RE: Phone unable to pickup line after IVR kicks in

it sounds like 257 needs to be added into a hunt group.

You will need to log into the voice mail (ivr) CCR and find out what happens when the caller presses 1.

Marv ccna

RE: Phone unable to pickup line after IVR kicks in

My next question was is it really an IVR or Voice Mail with calls going to Auto Attendant.

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www.curlycord.com
Toronto, CAN

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