External call forwarding profile

[tommyclowers]

I have created 3 call forward profiles to users to have their internal extension dial their external number
2 of the 3 are working wonderfully

Dialing problem user from an internal extension to their internal extension will result in being forwarded to their external number (this is good)
dialing problem user from an external number going through the auto attendant will result in it just looping back to the auto attendant (this is bad)

COS is correct as it is working for the other 2 users
allow public to public network is set to yes
allow external call forward is set to yes

whats also odd is that if I change problem user from being "Always" forward to "No Answer External" it will forward to problem users external number but will bounce back to the auto attendant instead of going to their external voicemail.

Please help Mitel Wizards
I want to stay will Call Forwarding Profile instead of System Speed Dial

[ralph]

It could be a couple of things.
1) Are you're forwarding to system speed dial or the actual number?  If using speed dials then be sure to tick the "override toll security" box.
2) If you're forwarding to cell phones then the problem may be that they have different carriers.  Some carriers give answer supervision.  Some do not.  If they do then the Mitel will control the call and do a re-call to the transferring station (AA port).  If that's the case then the easiest thing to do is to route the call our analog trunks.  If you don't have analog trunks then *maybe* you could forward the call to an ACD path 1st, queue the call for 1 second then interflow to a system speed dial that goes to the cell phone.  I say "maybe" because I just thought of that solution.  I've never tested it.

Ralph

[tommyclowers]

I am forwarding using the actual number, no speed dials
all 3 users have external numbers from the same carrier, yet only this one user/number doesnt like being forwarded

Are there any commands using System Maintenance commands to help see why the forward isnt' making it out when going through the auto attendant?

[sarond]

What type of trunks are you using?

[ralph]

Try this experiment:
Dial each phone from your desk phone.
Watch to see when the clock timer kicks on.
Is it right away or does it wait until it's answered?
If there is answer supervision then the clock won't start until it's answered.
If there isn't answer supervision the clock will start before it's answered.

Ralph

[tommyclowers]

Ralph,
 so maybe we're onto something.
My 2 users that work just fine, as soon as I dial their extension and it starts to ring, the clock/timer shows up
my problem user, the clock/time doesnt show up until the call is answered.

What does that mean for our next step?

[ralph]

Unless you can get the carrier to change whatever they're doing then you're going to have to take the steps I outlined above.

Ralph

[tommyclowers]

So answer supervision isn't anything I can change on our Mitel system but something in place by the exterior carrier correct?
Seems so odd as all 3 users have the same carrier, 2 work and 1 does not.
Please confirm that the Answer Supervision is not something on our system and I will call the carrier to see if they set the numbers up differently.

Thank you for all your help

[ralph]

Not that I'm aware of, there is not way to force answer supervision.

Ralph