Our phones (7 in a small office) work according to their call handling rules about 95% of the time. But there are problems from time to time that we cannot replicate and seem to have no cause.
Our operator answered a call yesterday (4/13/15) and proceeded to transfer the call to the planning dept. but the planning dept. phone never rang and beeped with a new voicemail message a minute later (I asked the caller later if the phone rang and she said it went directly to voicemail). The operator did not send the call directly to voicemail fyi.
I (the IT Coordinator) was called over when it happened and I immediately called the office main line from my cell phone to see if it was working properly. I choose the operator extension, she picked up and then transferred my call to the planning department and the call went through, no problem.
The initial caller called back after this and we attempted again to transfer her to the planning dept. phone. It did not work and sent her directly to voicemail.
After she calls back a third time, the planner physically goes to the operators desk and takes the phone call.
Another time (months ago) I was at my desk when my phone said I had a new voicemail. The phone never rang and when I called the gentleman back he said the phone (he dialed my direct line) went straight to voicemail.
Another time the operator tried to transfer a call to the conference room phone but instead the call transferred to the planning dept. 3 times before finally going to the conf. rm. phone.
The problems always seem to correct themselves and they only happen once every few months. The downside is that we occasionally seem foolish, like we don't know how to work our phones.
So my question is, what is the source of these issues? The only cause I can imagine for these problems are bugs in the software. If anyone else has occasional errors with their phones I would like to know. Though, after reading through all the support cases and searching Google for hours it seems I may be the only one experiencing these issues.
I created a case for these problems but the people who handled it were more concerned with closing the case than with helping me figure out the problem. Thought I would post here to see if I can get a real response from someone who is more technically inclined.
Our operator answered a call yesterday (4/13/15) and proceeded to transfer the call to the planning dept. but the planning dept. phone never rang and beeped with a new voicemail message a minute later (I asked the caller later if the phone rang and she said it went directly to voicemail). The operator did not send the call directly to voicemail fyi.
I (the IT Coordinator) was called over when it happened and I immediately called the office main line from my cell phone to see if it was working properly. I choose the operator extension, she picked up and then transferred my call to the planning department and the call went through, no problem.
The initial caller called back after this and we attempted again to transfer her to the planning dept. phone. It did not work and sent her directly to voicemail.
After she calls back a third time, the planner physically goes to the operators desk and takes the phone call.
Another time (months ago) I was at my desk when my phone said I had a new voicemail. The phone never rang and when I called the gentleman back he said the phone (he dialed my direct line) went straight to voicemail.
Another time the operator tried to transfer a call to the conference room phone but instead the call transferred to the planning dept. 3 times before finally going to the conf. rm. phone.
The problems always seem to correct themselves and they only happen once every few months. The downside is that we occasionally seem foolish, like we don't know how to work our phones.
So my question is, what is the source of these issues? The only cause I can imagine for these problems are bugs in the software. If anyone else has occasional errors with their phones I would like to know. Though, after reading through all the support cases and searching Google for hours it seems I may be the only one experiencing these issues.
I created a case for these problems but the people who handled it were more concerned with closing the case than with helping me figure out the problem. Thought I would post here to see if I can get a real response from someone who is more technically inclined.
