After 2 incoming calls, 3rd caller goes to VM or gets busy signal.

[Kenneth McCoig]

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.

[Jaime Valencia]

You need to explain exactly what you configured, and where.

[Ayodeji Okanlawon · Accepted solution]

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..

[Kenneth McCoig]

Thank you, I was hoping it would be something easy. Will give this a try and report back.

[Nadeem Ahmed · Accepted solution]

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
Maximum Number of Calls
Busy Trigger	(Less than or equal to Max. Calls)

Br,

Nadeem