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Mitel MiVoice Business/MCD/3300 / Set DDI to Give Busy Tone

« on: January 05, 2018, 11:30:07 AM »

Hi All,

Brand new to this forum and I've been trying to solve a configuration issue I'm having.  Apologies if I get terminology wrong or miss something obvious - system here is only approx. a year old and I'm not the usual admin.

System is Mitel Voice Business setup at the following version levels:

  - Release level: 8.0 
  - Active software load: 14.0.0.90

Scenario
We are using a solution called  NatterBox (https://www.natterbox.com/) to receive calls and forward them to one of our Mitel DDI's.  NatterBox is configured to make certain Salesforce lookups and forward the call to a certain DDI based on these lookups.  My understanding is that NatterBox calls the chosen DDI and when someone answers, it connects both legs of the call together.

Now, we would like Mitel to respond in the following ways:

• If callee is logged in and not already on a call, the response should be a ring.
• If callee is logged out, the response should be a busy tone.
• If callee is already on a call, the response should be a busy tone.

Currently, under scenarios 2 & 3, we get ringing instead of busy tones.  We have removed voicemail from the DDIs as well.

So to summarise, I'm asking, is there a way to configure these to give busy tone instead of ringing when line is in use or logged out?

Thanks in advance!