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  • Monkeys and Transfers

    I am having the issue where users are using the hard keys on their IP 265 phones for doing transfers rather than their call managers (some of us are on Macs) and the transfers are coming straight through without the caller ID so we think its co-worker Bob or Steve or Susie when its really a customer. I also have an issue whereby hitting the transfer button prompts the 'where to', we punch in the 4 digit extension and off goes the call without any other action. It automatically goes without allowing us to press/use any soft key. I think being able to use the soft keys would partly solve my issue with just a little training. I've tried to train everyone to use their call managers but I'm a better phone guy than a trainer. I'd like to make it simple so that those who refuse to use the call manager can transfer properly using their hard keys from their phones. Properly being either; 'hey co-worker, I have a call from abc company for you" then hangs up, my phone then rings with abc company on caller ID. rings until I pick up. OR phone simply rings with ABC company on my caller ID even though the call is being transferred from an initial answering co-worker. Any help/ideas would be appreciated.

  • #2
    This has been addressed many times, and always comes down to training.

    Transfering from the phone is a 3 step process.
    Step #1: Transfer (Hard-Key)
    Step #2: Dial Ext or Number (Or select from directory)
    Step #3: Select Trans, Consult, or "More" for more options (Soft-key)

    Once you complete step #2, you have about 2 seconds to select #3, or else it defaults to a consultive transfer.

    Consultive transfers are from ext to ext, so the calling ext is displayed. If the calling party has already hung up, then you will see there ext calling but as soon as you pick up, the outside caller will be patched through.

    Alot of times, people do a 2 step transfer:
    #1 Transfer (Hard Key)
    #2 Dial EXT
    Hang UP.
    Doing this is the treated as a consultive transfer, so you will see the ext calling, not the outside caller id. Even better, watch them do it. As soon as they complete step #2 and Hang up, watch the lines on there phone. Line 1 & 2 will blink until somebody picks up (or VM).

    It's all about training.
    YouTube - Introduction - IP Phones - ShoreTel | Training

    Comment


    • #3
      Originally posted by Charles View Post
      This has been addressed many times, and always comes down to training.

      Transfering from the phone is a 3 step process.
      Step #1: Transfer (Hard-Key)
      Step #2: Dial Ext or Number (Or select from directory)
      Step #3: Select Trans, Consult, or "More" for more options (Soft-key)

      Once you complete step #2, you have about 2 seconds to select #3, or else it defaults to a consultive transfer.

      Consultive transfers are from ext to ext, so the calling ext is displayed. If the calling party has already hung up, then you will see there ext calling but as soon as you pick up, the outside caller will be patched through.

      Alot of times, people do a 2 step transfer:
      #1 Transfer (Hard Key)
      #2 Dial EXT
      Hang UP.
      Doing this is the treated as a consultive transfer, so you will see the ext calling, not the outside caller id. Even better, watch them do it. As soon as they complete step #2 and Hang up, watch the lines on there phone. Line 1 & 2 will blink until somebody picks up (or VM).

      It's all about training.
      YouTube - Introduction - IP Phones - ShoreTel | Training
      Once I complete step two I have zero seconds to select #3. I can see the options briefly but they are all 'grayed out' and the call just transfers. I guess thats my real question. A search on this forum does indicate that it's just the way the shoretel works. And you are right, it's all about the training. Unfortunately, the way the system is currently working I can't even train my people since the button I need them to push can't be selected because as soon as the 4th digit of the extension is pressed the call goes...

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      • #4
        that timeout is an option in Shortel director. Apparently, somebody changed it. It affects other things as well, like how long the phone waits after recieving a complete phone number before dialing, etc. I never reccomend messing with that settings.

        Shoreware Director
        IP PHONE OPTIONS
        delay after collecting digits (Milliseconds): 1000 <---default

        I believe that is the field.

        Comment


        • #5
          Originally posted by Charles View Post
          that timeout is an option in Shortel director. Apparently, somebody changed it. It affects other things as well, like how long the phone waits after recieving a complete phone number before dialing, etc. I never reccomend messing with that settings.

          Shoreware Director
          IP PHONE OPTIONS
          delay after collecting digits (Milliseconds): 1000 <---default

          I believe that is the field.
          That's the one! I normally set is for about 2500 any higher and you'll probably get people complaining it takes too long for the phone to dial the number (hint: just press the dial key or pickup the handset)

          Chris

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          • #6
            Cool. Thank you guys. I'll get in there and make the change. I'll post the results. Thanks again!

            Comment


            • #7
              That did it. timeout was set to 1000. all good. now time for some training... thanks again guys

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