MiVoice 250 - hold to vm happens to quickly

[wtatx]

Hello all,

I am relatively knew to the Mitel/PBX world but in the last few weeks I have been learning as much as possible. I have a client (retail store) who uses the MiVoice 250 box and loves it but has a few irritating issues that are desperate to resolve. Essentially what is happening is, when a customer calls and speaks with an employee and may ask about a particular product said company sells, the employee at times may need to put the customer on hold while they go and look at whatever request it is said customer has asked about. Maybe 1-2 minutes pass (guesstimating) and for whatever reason the customer whom is on hold gets automatically sent to voicemail. Unfortunately for this client, they have had some bad experiences due to this issue. Can anyone here help shed some light on this and where to go via DB to change this setting?

[Tech Electronics]

wtatx,

Like most phone systems the MiVO-250 is run by timers and in this case there are a few timers, one in particular, that is causing this to happen.

When a call is put on hold at a station the Hold Timer [Default: 60 sec] or Alternate Hold Timer [Default: 180 sec], which ever one is set for the phone, is enacted. After the Hold Timer has completed its count down then the Recall Timer [Default: 60 sec] is enacted. If the person doesn't pick up the call by the time the Recall Timer is up then the call will go to the Recall destination; which is the Attendant. If no one has touched the timers then it 120 seconds or 2 minutes before it Recalls away from the phone. Also, when the Recall Timer is up the Abandoned Call Timer is enacted so if there isn't an Attendant programmed for the phone the call will be disconnected when the Abandoned Call Timer is up.

To fix your problem you need to know which Hold Timer they are using which is easy enough, but it is on a per phone basis so make sure you know which one to set.

Go to System > Phone Related Information > Flags > Alternate Hold Timer: see if there are any phones showing up under this flag. If there are not any phones located within this section then all phones are using the standard Hold Timer by default.

If you don't want all phones to follow the Hold fix then just set any phones they want under the Alternate Hold Timer and adjust that one for your fix; also the Alternate Hold timer has a larger adjustable setting.

So, the Hold and Alternate Hold timers can be found here: System > Timers and Limits > Hold or Hold - Alternate

Hold Timer: 0 - 255 seconds or 0 = Indefinite to 255 = 4 minutes and 15 seconds
Hold - Alternate Timer: 0 = indefinite to 1000 seconds = 16 minutes and 40 seconds

So, just adjust the timer to their satisfaction and you will be their new hero.

Thanks,

TE

[DND ON]

It sounds like the Recall destination is the voice mail application.

I would set the Recall destination to be its own station, enable the Alternate Hold flag and make the alternate hold time zero. Calls will stay on hold while the employee is off doing their research, and never recall anywhere.

[wtatx]

wtatx,

Like most phone systems the MiVO-250 is run by timers and in this case there are a few timers, one in particular, that is causing this to happen.

When a call is put on hold at a station the Hold Timer [Default: 60 sec] or Alternate Hold Timer [Default: 180 sec], which ever one is set for the phone, is enacted. After the Hold Timer has completed its count down then the Recall Timer [Default: 60 sec] is enacted. If the person doesn't pick up the call by the time the Recall Timer is up then the call will go to the Recall destination; which is the Attendant. If no one has touched the timers then it 120 seconds or 2 minutes before it Recalls away from the phone. Also, when the Recall Timer is up the Abandoned Call Timer is enacted so if there isn't an Attendant programmed for the phone the call will be disconnected when the Abandoned Call Timer is up.

To fix your problem you need to know which Hold Timer they are using which is easy enough, but it is on a per phone basis so make sure you know which one to set.

Go to System > Phone Related Information > Flags > Alternate Hold Timer: see if there are any phones showing up under this flag. If there are not any phones located within this section then all phones are using the standard Hold Timer by default.

If you don't want all phones to follow the Hold fix then just set any phones they want under the Alternate Hold Timer and adjust that one for your fix; also the Alternate Hold timer has a larger adjustable setting.

So, the Hold and Alternate Hold timers can be found here: System > Timers and Limits > Hold or Hold - Alternate

Hold Timer: 0 - 255 seconds or 0 = Indefinite to 255 = 4 minutes and 15 seconds
Hold - Alternate Timer: 0 = indefinite to 1000 seconds = 16 minutes and 40 seconds

So, just adjust the timer to their satisfaction and you will be their new hero.

Thanks,

TE

Thank you TE!! This resolved the issue and they are very happy now. I checked and their phones weren’t using the alternate timer under the flags but just the default hold. I called and had them confirm they wanted 0 for indefinite time. Had them put me on hold to test it and it worked. They are very pleased. Thank you!