12-14-2015 02:26 PM - edited 03-17-2019 05:13 AM
We have a new Call Manager 10.5.2.11900-3, online for only 2 months. The Call Manager is a single server virtual machine running on BE6000. At the same time we configured a new Cisco 2921 CUBE to forward all incoming calls to a live receptionist (extension 2100) which is on a 8861 desk phone. Back when we first turned up if receiving more than 2 incoming calls, the 3rd caller would get a busy signal.
To prevent the callers from potentially getting a busy signal (and because we wanted something for callers to navigate after hours) last week I created an AA in my Unity Connection server and made a configuration change in my Cisco 2921 CUBE to send all incoming calls to the new AA extension (2001). During normal business hours the AA forwards all calls to a live person with no greetings played and no caller input necessary. The live person is still at extension 2100. Only now, if receiving more than 2 incoming calls, the 3rd caller is sent directly to voicemail.
We want the 3rd incoming caller and each successive caller to stay in a ringing state so the receptionist has a chance to handle all the calls.
I am able to reproduce the problem by calling our main line from a cell phone, letting the receptionist place me on hold, then calling in from a different cell phone and letting the receptionist place the 2nd call on hold. Then calling from a 3rd cell phone the call will go directly to receptionist voicemail.
Solved! Go to Solution.
12-14-2015 03:22 PM
This looks like you need to change the busy trigger on extension 2100. By default I believe the busy trigger is set to two and looks like you have a CFB to voicemail ticked. Increase the busy trigger..
12-14-2015 04:28 PM
Kenneth,
Please check below setting on phone at line level
The call forward busy trigger gets configured for each line appearance in a cluster and cannot exceed the maximum number of calls that are configured for a line appearance. The call forward busy trigger determines how many active calls exist on a line before the call forward busy setting gets activated
Multiple Call/Call Waiting Settings on Device
Note:The range to select the Max Number of calls is: 1-200 | |
(Less than or equal to Max. Calls) |
Br,
Nadeem
12-14-2015 02:44 PM
You need to explain exactly what you configured, and where.
12-14-2015 03:22 PM
This looks like you need to change the busy trigger on extension 2100. By default I believe the busy trigger is set to two and looks like you have a CFB to voicemail ticked. Increase the busy trigger..
12-14-2015 03:38 PM
Thank you, I was hoping it would be something easy. Will give this a try and report back.
12-14-2015 04:28 PM
Kenneth,
Please check below setting on phone at line level
The call forward busy trigger gets configured for each line appearance in a cluster and cannot exceed the maximum number of calls that are configured for a line appearance. The call forward busy trigger determines how many active calls exist on a line before the call forward busy setting gets activated
Multiple Call/Call Waiting Settings on Device
Note:The range to select the Max Number of calls is: 1-200 | |
(Less than or equal to Max. Calls) |
Br,
Nadeem
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