Auto Attendant Menus

[defore6]

We have an Auto Attendant Menu set up with 9 options. Also if the caller knows the users extension they are allowed to dial at any time. The problem is that the shoretel system is not giving the caller enough time to complete dialing the extension before it transfers them to the option of the first number they dialed.

I hope that made sense. we are using shoretel version 7.5.

Thanks for your help.

[Forum]

Longshot, but did you try adjusting the timeout on the auto-attendant?

[defore6]

I changed it from 3000 to 5000. But I thought the timeout was for if the caller hasn't pressed any keys after the auto attendant finished.

[Forum]

Well, I did say "longshot".

sounds like you have some slow dialers...

[davidbec]

Check your autoattendent configuration. What do you have next to multiple digits?
What number do your extensions begin with?
Go into IP Phones>Options
What do you have for the delay after collecting digits?

[defore6]

I agree with you Charles. I dont have a problem when I dial in.

DavidBec

Next to mutiple digits I have Transfer to Extension.

Under IP Phone Options I have 1000 milliseconds

I will try to adjust that and see if it changes anything.

Thanks

[davidbec]

I think the delay may be what is causing the call to transfer before the user is finished inputting numbers. Also; there is a slight difference between transfer to extension and go to extension which escapes me right now and I am at home and away from my manual.

So might want to try go to extension for multiple digits as see if that makes a difference.

[dbamkin]

Make sure that you do have multiple digits set to Transfer to Extension. Also the inter digit timeout is about 1.5 seconds. If you don't dial the next number within that timeout then it will take the default action of either transfering to that menu option if it's the first number pressed or whatever is configured for invalid entry.

There is no way to increase the timout. It's hard coded. There is no way to get around this.

Good luck.

[JayJay]

I think the delay may be what is causing the call to transfer before the user is finished inputting numbers. Also; there is a slight difference between transfer to extension and go to extension which escapes me right now and I am at home and away from my manual.

So might want to try go to extension for multiple digits as see if that makes a difference.

There is a slight difference.
Go To Extension lets the user enter the extension he needs/ This functions the same as a transfer but without a voice prompt.
Transfer To Extension transfers the caller to the user's extension where he or she can speak with the user or leave a message if the user does not answer. You must select a destination from the extension pop-up dialog box.