Monday August 13th, 2012
Q: I have a HiPath 4000 PBX with a number of users that place conference calls each day. Some of these users have complained that even if they press the DND (Do Not Disturb) key on their phone before they start their conference, the phone rings if called while the conference is in progress. The DND indicator lights but the phone still rings. How can I prevent this?
A: The HiPath 4000 DND feature only places the prime line in Do Not Disturb. Check to see if the call is arriving on the secondary or overflow line. If a call arrives at the phone on the secondary line or forwards to the secondary line the phone will ring.
To fix this issue replace the DND key with RCOFF (Ringing Cut Off) which will silence the ringer for both lines. You change the DND to RCOFF on the phone via your 4000 Assistant software. You make the change by navigating to the configuration management, station and station screen. Enter the station extension to be changed. Select the individual key layout (box). Change the DND key to RCOFF.
Note that the line indicator still flashes when rung in this state, and the calling party still hears ring-back tone. Because voicemail is so prevalent, most users are setup for the prime line to forward to the second line under a busy condition which then forwards to voicemail. In this case the calling party would hear ring-back tone for the duration of the typical ring cycle of the secondary line and then be forwarded to voicemail. Also note that pressing the call forward key at any time during the ring cycle immediately sends the call to the configured destination.
Feel free to give us a call for more details at (866) 536-7305.
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