External Fowarding

[AlasdairL]

Looking for a bit of advice on whether I can improve part of our 5200 configuration or not.

Calls to our main office number ring a hunt group for our reception staff.
Any calls not answered are forwarded to an external call centre who act our behalf and take a message or forward the call to the correct direct dial.

The hunt group consists of an extension list and is set to recall to a phantom device after 15 seconds.
Phantom device is set to forward calls to the call centre.

The process all works correctly but we've had comments that its not very seamless.
The problem we have is that for inbound callers being forwarded, there is a period of silence after the hunt group recalls while the ISDN is connected before it starts ringing the call centre.
This seems to be about 8 seconds

Is there any way we can mask this silence? with ring tone or message on hold for instance?
or an alternative way of setting up the forwarding rules?
Ideally we would have it ring the hunt group right up until the point the forwarding is connected to the call centre.


any suggestions would be much appreciated.

Thanks

[Tech Electronics]

AlasdairL,

Apparently you do not have MoH or it should be providing that when the call is put on hold prior to the transfer to the phantom port. So, most likely it was designed to not use MoH nor set up in the Trunk Group to Use Next Device's Audio Source, which would allow you to change those characteristics on a per device basis.

Look at your CO Trunk Group for your ISDN line and see what each of the Music on Hold [MoH] setting are set for.

System > Devices and Feature Codes > CO Trunk Groups > {trunk group}
Audio for Calls Camped onto this Device
Music-On-Hold
Audio on Transfer to Ring
Audio on Transfer to Hold
Audio on Hold for Transfer Announcement

Thanks,

TE

[AlasdairL]

Hi TE,

yeah we don't currently have MoH setup.
It is something we are looking at but wanted to make sure this problem wouldn't exist even with MoH

The settings you mention are currently set as
Audio for Calls Camped onto this Device - Tick Tone
Music-On-Hold - Tick Tone
Audio on Transfer to Ring - Ringback
Audio on Transfer to Hold - Music-On-Hold
Audio on Hold for Transfer Announcement - Music-On-Hold

If one of those settings can be changed just now to give us a ring tone at the required moment, let me know and i'll give it a try.

Thanks

[Tech Electronics]

AlasdairL,

To test this, we don't want to keep this setting, change your Music-On-Hold to Ringback and see if that is what you are looking for.

Thanks,

TE