Bear with me as I try to explain my situation. The hardware is a UCM6104 running 126.96.36.199 and a GXP2160 running 188.8.131.52. (Yes I should upgrade everything one of these days…).
A client called up with the complaint that: 1) a call came in and was answered; 2) a second call came in; 3) the first call was put in Park (701); 4) the second call was answered; 5) the operator tried to put the second call in Park (702) but it wouldn’t go.
I think I know why: the Call Park key being used was assigned to a different account than the call that was trying to be parked. What I don’t understand is how I should set things up so this doesn’t happen.
Background: the UCM has “Use parklot as extension” set, and the phone has two MPKs set to Monitored Call Park, one for 701 using Account 1, and one for 702 using Account 2. The phone has four accounts assigned but while I originally had “Transfer on Busy” on each account set to forward to the next account, for some reason I removed that.
I think that the second call is coming in as a second call appearance on the first account, but the second call park slot (702) MPK is set to use the second account. I can solve the problem by simply setting both Call Park MPKs to use Account 1. I probably should also change the phones to only use a single line/account each.
My question is: what is the right way to set this up? Do you set up one line per phone or multiple ones (given a simple one-DID connection)? If you set up multiple lines, do you set up Forward on Busy from one line to the next? What is the best way to deal with the limitation that Call Park MPKs are bound to a single account?
Sorry for this long and probably confusing post. Any wisdom will be much appreciated…