I'm getting complaints that when a user is on a call and the next call comes it.. it say's 'offered' on the display and then goes to VM (1st point of cover). These sites are connected via a QSIG IP trunk.. not sure why this is doing this. This is not an ACD.. just regular 9630 phone sets.
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Actually I need to re-clarify... a user is on his first call appearance... . If I call that user while he's on the phone my display (the caller) says 'offered' and the call goes to VM. -
How many call appearances do you have? If it is 3 or more, you need to initiate a ticket with Client Services. If it is 2, then you need to make sure the field "Restrict Last Appearance?" is set to "n" on the station form. If it is set to "n", then you need to initiate a ticket with Client Services.Comment
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What was the final resolution?Comment
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Suggestions
The number of call appearances as mentioned below is worth checking.
- Is this the only user experiencing this?
- are both sites (connected via the QSIG) running Communication manager?
- Do you get the same effect if you call from another station that is on the same system as the called party? (so not using QSIG trunk group)?
- How many call appearances does the called station have?
The "offered" could be a label from a VDN, trunk group, or something that is returned.
You could also try capturing a "list trace station" and see a bit more details on what happens to the call!
Let us know if the issue is resolved and that the results of the above suggestions
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