atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems Problem with Omega ADIX

Greetings all!

At our location here we have a 24-hour call center, with an ACD group.

At night, the ACD group puts their phones into 'night' mode and log out.

When all agents are logged out, the calls that come in are setup to go to a cell phone that is held by a different department. If they are not answered by the cell phone, then they are sent to the cell phone's voicemail box.

The problem is that the call will come in, the cell phone will ring (after the caller hears two rings), but the call does not go to voicemail. It just continues to ring. The interesting thing is that while looking at one of the agent's phones, the call remains in 'que' the entire time.

I've called the cell phone directly and gotten its voicemail...so I know it isn't the cell phone. My initial thought is that the cell phone is somehow setup as a 'coverage', and that the system doesn't actually 'transfer' the call....

I've looked at my call sequences, checked my forwarding, etc.

I can't figure this one out...Any ideas?

Please keep in mind that I inherited this system...It'll be gone in a month or so, but I need to get this issue fixed ASAP...

Did your after hours provision ever work? If so, what has changed.

ACD programming isn't dificult, but you just have to keep in mind that ACD calls don't behave like normal PBX (for lack of a better term) calls do. ACD calls won't forward to a mailbox as long as they are in an ACD queue, and won't remote call forward either. They just sit in queue until they are answered or the caller hangs up. It's possible to make the calls behave the way you want them to, but it takes a litle hoop-jumping and imagination, and an experieced Iwatsu tech.

Well said, JBean. :thumb: