Author Topic: Phones set to Fwd All but calls just ring through  (Read 1007 times)

Offline jjc8008

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Phones set to Fwd All but calls just ring through
« on: June 29, 2020, 08:30:56 AM »
When receptionists leave, historically they've pressed Fwd All, then "Answ Svc" (Answ Svc is a phantom extension that redirects to a 1-800 answering service who take messages during our off hours), but when an outside call comes in, the phones just ring through and then ring endlessly. When the call comes in, one of the two reception phones will flash "Invalid fwd destination" for less than a second, then just display the callers name & number, BUT even when manually typing the 1-800 number after pressing Fwd All it doesn't say Invalid Forward Destination, it still just rings through to the office phone forever. The number for the answering service is good, if you pick up the phone and press the "Answ Svc" button it calls them, same as if you manually type that phantom extensions 4-digit number, as well as dialing the entire 1-800 number, the call goes through successfully each of those three ways, those two reception phones just don't seem to want to forward all calls. I've been sniffing around the system admin/DB programming menus but really didn't want to attempt to change anything before inquiring with folks who might have any suggestions first, thanks!

Edit: I'm seeing mentions of hunt group calls not being forwarded, these two phones are part of a hunt group (only two in the group), so if they're BOTH set (all of the phones in the hunt group) to forward all, will it not get forwarded?
« Last Edit: June 29, 2020, 10:20:08 AM by jjc8008 »


Offline DND ON

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Re: Phones set to Fwd All but calls just ring through
« Reply #1 on: June 29, 2020, 04:36:47 PM »
Hunt group calls will never forward off-site. There are work arounds; describe your call flow.

Offline jjc8008

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Re: Phones set to Fwd All but calls just ring through
« Reply #2 on: June 30, 2020, 02:38:00 PM »
Hunt group calls will never forward off-site. There are work arounds; describe your call flow.

Even if it's forwarding to a phantom extension? Which is then forwarded to an outside line?

What do you mean by "call flow", I'm pretty new to all of this and the problem is that our contact at the phone provider who set this all up 5 years ago is no longer there, and that was the last year they dealt with Mitel systems, so none of their current techs know anything about Mitel. One thing I haven't tested yet (it's in a different building that is a bit of a drive away) is redirecting both to a regular internal extension and see if it forwards

Offline Tech Electronics

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Re: Phones set to Fwd All but calls just ring through
« Reply #3 on: July 06, 2020, 08:02:16 AM »
jjc8008,

If the calls are going to a Hunt Group then they either have to leave the Hunt Group or never get to the Hunt Group in the first place.

Typically, if we know this scenario is coming then we have all of the calls go to a "Phantom" extension. We then will have pre-configured buttons that will Forward All Calls to the Hunt Group for Normal Operation, and another one to Forward All Calls to another Phantom that rings an Off-Site number for After-Hours or Not-Available Operation.

Also, the second phantom for off-site would use Dynamic Extension in case it doesn't get answered it would then go to the Phantom's VM box that would then use Unified Messaging to alert you there was a message in that box.

Thanks,

TE


 

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