Mitel 3300 ICP increasing callback while on hold

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I've been unsuccessfully trying to increase the time the phone rings
back when you put someone on hold. It currently rings back after 30
seconds but we want to increase it to 120 seconds. We've put this in
seconds under 'Class of Service Options Assignment' & Call Hold Timer
but hasn't made any difference. Can anyone help or point us in the
right direction? Thanks



Re: Mitel 3300 ICP increasing callback while on hold



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In your Class Of Service form be sure to set "USE CALLED PARTY CALL HOLD
TIMER" to YES.

Otherwise the hold time is controlled by the CALLING party (internally) or
by the trunk (externally)



Re: Mitel 3300 ICP increasing callback while on hold


Hi Nalle,

If its an external call that you are outting on hold that is recalling
too quickly, you need to change the Call Hold Timer in COS of the
trunks and not the Handset.

This should fix your issue.

Gavin



Re: Mitel 3300 ICP increasing callback while on hold


Thanks, I have tried both of the above and neither of them have worked.
Does it take a while to work or do we need to reboot the system or
something?



Re: Mitel 3300 ICP increasing callback while on hold


No the change is instantaneous.

Is it an external call from your network carrier or internall call?

What Software Version is the 3300 running?



Re: Mitel 3300 ICP increasing callback while on hold


It is an external call and the software version number is 5.2.6.8_1



Re: Mitel 3300 ICP increasing callback while on hold


I should also point out that underneath the version number it said for
both system relink and call control relink that 'No Relink has been
applied'  does this mean anything to you?



Re: Mitel 3300 ICP increasing callback while on hold


The relink applies to any patches that have been applied I think.

I have verified what I have told you on a test system in our lab and it
works as it should.

I would look at the Trunk Service Assignment and verify that the trunks
have the COS that you think they have.  You could also run a CCS trace
and watch your call comming into the 3300 and record the trunk number.
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for the trunks.



Re: Mitel 3300 ICP increasing callback while on hold


I think I've found the problem..Looking in the Trunks Service
Assignment it is set to COS 1 when the phones are on COS 2. I didn't
set it up initially but have been left with maintaining it which I
guess is why when we do any changes it doesn't work.  Do you know how
to do CSS trace? had a look in help but it didn't actually say how to
do it.



Re: Mitel 3300 ICP increasing callback while on hold


To start a CCS trace go to Maintenance & Diagnotics -> Maintenance
Commands -> All.  Type: ccs tr en cont and click submit.
This will show you all the trunk information inbound and outbound ofr
your 3300.  You must make sure to switch it off again once finished.
To stop the trace type: ccs tr dis.

It is not recommended to use COS 1 for anything.  As you already know,
COS 1 is the default everything.



Re: Mitel 3300 ICP increasing callback while on hold


Managed to do trace and it looks like it all about the COS numbers.
Thanks very much for your help.



Re: Mitel 3300 ICP increasing callback while on hold


You seem on top of it. As some have stated an external trunk uses the its
COS when applying timers, except when "used called device" is turned on.


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