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Author Topic: Ring more than once on incoming call when phone is already in use  (Read 4726 times)

Offline russell6593mitel

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We had been using an Inter-Tel Axxess phone system, but it was time to replace it so as of the beginning of this summer we now have a Mitel (formerly Inter-Tel) 5000 phone system instead.

During day mode, incoming external calls ring live at the receptionist's phone (they don't use the auto-attendant; they want a live person to answer). With the Axxess system, if the receptionist was on a call, a new incoming call would keep audibly ringing like a normal call when it came in (which would keep audibly reinforcing to the reptionist that a new call was coming in so she could put the current call on hold). But, with the Mitel 5000, she only gets one audible ring on an incoming call. The caller calling in still "hears" ringing on their end of course,  but the receptionist on our end only gets 1 ring.

So, what they need is for the phone to keep ringing on the receptionist's phone like it did with the Axxess for incoming external calls eve when the receptionist is already on the phone. This reinforces to her that a call is coming in and also reinforces it to everyone else in the office since they too hear it keep ringing and pick it up if she is busy (the multiple rings is what catches their attention). We did already program all their phones to show a light when calls are coming in for a visual reinforcement, but the audible reinforcement is very important to them (the light isn't doing it). The others in the office don't want their phone to ring, they just want to overhear the receptionist's phone ringing.

We are using the old phones from the Axxess system since they still work with the Mitel 5000 (the InterTel Axxess Standard Digital phones, model 550.4400). If we needed the receptionist to have a newer phone (i.e. VOIP) to do this, that might be acceptable, though I don't think the phone model itself is the issue.

Anyone know how to do this? Thanks.
« Last Edit: July 26, 2011, 09:06:49 AM by russell6593mitel »


Offline NTEDave

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Re: Ring more than once on incoming call when phone is already in use
« Reply #1 on: July 26, 2011, 11:22:22 AM »
Need to check the Camp One settings, if the DDI rings directly to the endpoint have a look at the endpoint flags, Camp On Indications, Hunt Group Audible Camp on indications.

If the DDI rings to a Hunt Group you need to double check camp on settings within this group also.

Offline russell6593mitel

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Re: Ring more than once on incoming call when phone is already in use
« Reply #2 on: July 27, 2011, 07:51:48 PM »
We looked at these today and they are already set correctly. We talked with out Mitel authorized vendor later this afternoon and they advised us that the 1 ring is not negotiable for the Mitel 5000 system. That the option when someone is on the phone is either 1 ring or no ring (straight to voicemail). So, we're thinking we'll just need to accept that.

However, to help, we now have it set so that after 3 rings if not answered, it is going to a second phone which then will also ring. So, that will get us most of the way there and is acceptable alternative.

Thanks for posting!

Offline NTEDave

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Re: Ring more than once on incoming call when phone is already in use
« Reply #3 on: August 19, 2011, 07:45:51 AM »
Tested this today, a camped on call will light up a button, show on the display and can ring once every five seconds. This timer is configurable under Timers and Limits, Camp On Tone.

This is on a V5 SP1 UK System.


 

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