Suppose the follow scenario:
An outside caller calls a DID which rings to a main desk. The receptionist answers that call, then forwards it to the correct person by pressing transfer, dialing the extension, then transfer again. The person the call was forward to was not at their desk, so it rings the set number of times then is sent to voice mail.
This phone has seperate entries for forward internal no answer and forward external no answer. In the above situation, we want the phone to follow the external caller path since it is indeed an outside call. What we are seeing though, is that it is actually following the internal forward path.
This feature worked fine in the past, and the caller was sent to the external forward setting. It has since stopped working (possibly after an upgrade to 5.x). A few tickets with TAC have been opened up and they say it is working like it should since the call was forwarded from an internal phone, so it will use the internal forward setting.
I don't think TAC is correct in this case. Can you guys share what you have seen in other installations.