Failure for the SoftConsole to Answer Incoming Calls in the Queue

Publication Date:  2015-04-21 Views:  72 Downloads:  0
Issue Description
The SoftCo5816 attendants fail to answer incoming calls in the queue.
Handling Process
Step 1 Learn about the on-site symptom and occurrence of the problem. It is found that the attendants' incoming and outgoing calls are normal but the attendants fail to answer incoming calls in the queue.

Step 2 Check the user configuration of the attendants. It is found that the configuration is correct.

Step 3 Check whether the attendants enable the multi-call function. It is found that the function has been enabled.

Step 4 Check the attendants' numbers. It is found that the numbers of the two attendants are configured as the simultaneous ringing or sequential ringing numbers of each other.

[%SoftCo5816(config)]#show ringservice

Ring Service

SubPBXNo Dn   RingService Num1 Num2 Num3 Num4 Num5 Num6 Num7 Num8 Num9 Num10
-------- ---- ----------- ---- ---- ---- ---- ---- ---- ---- ---- ---- -----
0        6988 PARALLEL    6989 -    -    -    -    -    -    -    -    -
0        6989 PARALLEL    6988 -    -    -    -    -    -    -    -    -
------- Matched record number : [2] -------

Step 5 Contact the R&D personnel for confirmation that the SoftConsole has its own line selection rule and that the selected lines conflict with the lines of the simultaneous ringing or sequential ringing services, namely, the SoftConsole does not allow attendants to enable the simultaneous ringing or sequential ringing services.

Step 6 Run the following commands to disable the two attendants' simultaneous ringing or sequential ringing services.

config delete ringservice dn 6989 num1 6988
config delete ringservice dn 6988 num1 6989
Then, the SoftConsole can answer incoming calls in the queue successfully. The problem is solved.

----End
Root Cause
The possible causes are as follows:
  • The service configuration is incorrect.
  • Service conflicts.
  • Others.

END