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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

Avaya IP Office Technical Tips
 
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Global IP Office Technical Tip
147: External callers inadvertently being connected to the paging
system or to other external callers
*Release Date: 18 August 2006


A small number of Avaya IP Office users have reported that outside callers are being connected together and/or to the Paging System. This can be attributed to local users not completing the transfer correctly before hanging up. It is advised that users use the
drop button prior to hanging up.

Problem Sequence:

1. IP Office operator answers an external call.
2. The operator pushes the Transfer button, and then dials another local extension to contact that user, making an enquiry call.
3. The user does not answer, so the operator pushes the switch hook flash expecting to disconnect the call and get a new dial tone (this is expected behaviour for the Avaya Legend and other legacy PBX systems). This results in the enquiry call being put on
hold on the IP Office system.
4. The operator then goes back off-hook and dials a paging code to page for the user.
5. The operator then hangs up the phone.

This sequence results in the outside caller being connected to the paging system.

Recommended Sequence:

1. IP Office operator answers an external call.
2. The operator pushes the Transfer button, and then dials another local extension to contact that user, making an enquiry call.
3. The user does not answer, so the operator pushes the Drop button to end the enquiry call.
4. The operator then goes back off-hook and dials a paging code to page for the user.
5. The operator pushes the Drop button to end the paging call.
6. The operator is then free to return to the external caller and make subsequent transfers.

 


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