SimulRing Problem: Phones ring once then stops

Posts: 31 · Vonage Forum Junior Joined: Sep 16, 2005 Posts: 31

Hi,

I have an urgent problem with SimulRing that is causing us loss of business.

We have 2 Vonage numbers. When a customer calls our Primary Vonage number, SimulRing is set up so that this Primary number, the second Vonage number and 1 BT land line number and 1 Telewest land line number, all ring at the same time.

This setup works if none of us are talking on any of these phones when the incoming customer call is made, i.e., all the phones will keep ringing until we pick one of them up.

However, if, for example, I am talking to someone on the BT land line and another customer calls us on the primary Vonage number, all the phones ring ONCE only and then stop. When I have asked the customer making the call what they hear under these circumstances, they say they hear the recorded BT message of the BT phone that I am on, telling them the phone is engaged and to leave a message!

The questions I have is why don't the other 2 Vonage phones and 1 Telewest phone keep ringing until one of my colleagues can get a chance to pick one of them up, and how can I get round the problem of an 'in-use' BT land line disrupting the SimulRing setup as I need it to be able to receive in-coming calls.

Regards,
Mark

Posts: 55 · Posted: Thu May 18, 2006 2:01 pm Post subject:

if someone is calling your primary number then all the other phones should ring well thats wot i would imagine anyway

but what your saying is if you get and incoming call on your primary number and simulring diverts to all the numbers in the list and you answer it on the bt number in the list then you then get a second call while still on he bt line and then all the other phones ring once and stop and you customer tells you they get the message saying your engaged and to leave a message from bt then its sounds like you have the bt voicemail service active on your bt line and thats answering your calls when the bt line is busy in theory you would need to disable the bt voicemail service on your bt line.

if you want voicemail to be active you only need it to be active on one line only and that would be your primary line.

Cheers
Gordy

Posts: 30 · Vonage Forum Junior Joined: Jul 03, 2006 Posts: 30

^^^ That is correct.

Simulring works by allowing the first available connection to connect. If your BT number is in use, and the Simulring feature just rings once, that means your BT answering machine/voicemail system is picking up and thus cancelling the diversion feature.

Like the above poster suggested, disable your BT answering system and try again.

This is also the case for mobile/cell phones. I never suggest any Vonage customers to put a Simulring on a cell/mobile number as it's own voicemail system will usually pick up if the phone is off or out of range, thus not allowing the other phone to ring enough.

Posts: 120 · Posted: Mon Sep 04, 2006 12:00 pm Post subject: Simulring problems

This Simulring isnt like a hunt group where the call jumps to other lines....its more of a basic service, that makes all of the lines (That you instructed it to) ring all at once. The 1st phone that is picked up will take the call, whether it be on the BT or Cable (e.g ntl: Telewest) line.
Maybe Vonage should warn people about this, that it cannot perform as a hunt group.