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phone trasfer issues

phone trasfer issues

hello we are having issues with when our bell people try to trasfer a call the phone will say theat all lines are biusy when thare is another call coming in. it becomeing a really big issue when they cant transfer to one of are deprment like service or parts. 

6 REPLIES
bosoxfan
Trusted Contributor

Re: phone trasfer issues

How many buttons are mapped to the "System Appearance" button?

To find out, find out what Telephone Group the phone is in (this is in User Configuration/User, click on the phone)

Then go to the Telephone Group (Telephone Configuration/Telephone Group)

Go to Button Mappings.. the default is that the phones have 3 System Appearance buttons.

you should try increasing your system appearance buttons. That should fix the issue.

 

What happens is that the NBX needs a free line (or system appearance button) to transfer the call.

So, if two lines are in use, when the user hits the transfer button, a third line is grabbed.. if there is no line to grab, ie , all system appearance buttons are busy , then "All Lines Busy" appears on the phone.

 

Hope this helps.. let us know !

Re: phone trasfer issues

this is a nbx 100 system and we have 5 system butten maps for eache of the phone we have a total of three for our front desk.  and this still happans with just two calls. it does not do it all the time but it happens more often then it should be doing. 

Re: phone trasfer issues

oh and we have a total of 23 lines coming in form the our phone provider.
merlin215
Valued Contributor

Re: phone transfer issues

What happens is that the NBX needs a free line (or system appearance button) to transfer the call.

So, if two lines are in use, when the user hits the transfer button, a third line is grabbed.. if there is no line to grab, ie , all system appearance buttons are busy , then "All Lines Busy" appears on the phone.

 

 

Sounds like either a button issue or somwehow the system is extremely busy .

What version of NBX code ?

I assume you have 23 lines , so , 6 ALC boards in the system , your tels have 5 SA buttons on them

 

Do you use the NBX Auto Attendant or does a receptionist answers the phones ?

bosoxfan
Trusted Contributor

Re: phone trasfer issues

what version of software are you running?
also, when you attempt to transfer, are you transferring to another internal number or out one of your lines to the telco?
mikeS
Occasional Advisor

Re: phone transfer issues

Verify that you have not exceeded the number of voicemail port you have on the system; to perform transfers, check voicemail, engage auto attendant, etc uses a voicemail port.