Auto-Greeting send to operator stuck in loop

[baileyj]

Hi everyone,

When a person calls us the autogreeting plays as intended, and all user entered options work - such as hitting 0 for operator.

However, if they don't select anything - it forwards them to the operator - at that time, the system rings once as an "Intercom" call - but doesn't pick up. So the person calling gets stuck in a loop stating no one is available.

I have camping on.

Any idea? Thanks.

[Tech Electronics]

baileyj,

First of all the phone should show that the call was Transferred From XXXXXX and not as an Intercom call.

What happens if the operator picks up right away instead of not answering the call; do they get the caller?

Have you made sure that the operator's phones is not forwarded; either manually or via system forwarding?

Do you have the option for Announced or Screened turned on for the Operator's mailbox?

Thanks,

TE

[baileyj]

I agree it should show up as transferred from, but it's coming up Intercom call, ringing once, and then not forwarding to OPERATOR group.

I have tried again and again to pickup when it happens, it's too fast.

The operators phones is a group of users who get the outside calls, I'm not sure what you mean.

[Tech Electronics]

baileyj,

So, the Timeout of the CRA is going to a HG instead of to an individual extension; correct?

How is the HG programmed?

Thanks,

TE

[baileyj]

Yes, that is correct - When the CRA sends it to the HG, how do we find out which HG it's going to?

Attached is what i BELIEVE is the HG that it's being sent to. I'd imagine that's the one because that is the one that it gets sent to when 0 is pushed.

[Tech Electronics]

Baileyj,

You would need to look at the Call Routing Announcements digit translation for timeout.

The picture of the HG only tells you that if no one answers the call by the time the Recall timer expires then it will send the call to CRA 2512.

Thanks,

TE


Sent from my iPhone using Tapatalk

[baileyj]

Really wish I knew where in MiVoice DB Programming you spoke of.

This system is so brand new to me. Just learning it.

[Tech Electronics]

baileyj,

Go to Voice Processor > Devices > Applications>

At this point you need to know which application you are working with, but it seems like you don't know much about your system.

Where to look for your incoming trunks [CO Lines] depends on what type of trunking you have; T-1, BRI, PRI, SIP, or POTS.

Thanks,

TE

[baileyj]

It ended up being a corrupt HG.

Who would have thunk it.

Thank you!!!