3300 ACD Path Unavailable

[esherm22]

Hello.

I am setting up an auto-attendant and have a little problem. I have five paths that if no agent is available should go to their own corresponding mailboxes. If I put our voicemail pilot number into the path unavailble it works but the caller gets a message stating "All agents are currently on their phones" even when all agents are logged out then it transfers to voicemail. I would like to bypass that message.

If I leave the path unavailble blank it will go to voicemail just fine without the message as above if no agents are logged in. The only problem I have with this option is if an agent is logged in and leaves his desk without logging out the agent gets automatically logged out but then instead of transferring to the mailbox...it just goes to a fast busy.

If more information will help please let me know.

Regards,
esherm22

3300 ICP Release 7.1 UR2
embedded Advanced Voicemail

 

[kwbMitel]

Check your agent groups

I suspect you have enabled the option to "Allow callers to Queue with no agents logged in"

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[esherm22]

I have this option set to "no" in Agent Skill Group Assignment. Any other ideas? If you want to hear the problem....Let me know and I can get you the pilot number

 

[kwbMitel]

I'm wondering if you are receiving a "canned" conditional greeting from the Vmail.

This would be a new, undocumented feature and is pure speculation on my part.



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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[esherm22]

kwwbMitel...thanks for your replies...

Yes I believe it is a canned message as well but I am hoping there is a way around it.

So when no agents are logged into the queue the caller hears "Im sorry (mailbox name)is currently on the phone." then it goes to the voicemail message.

I don't want our customers to hear that we are on the phone because most of the time customers would get this message after hours and there would be no one on the phone(misleading to customers).

I tried to create a phantom extension and have that go to a voicemail box and use the phantom extension as the path unavailable but it still passes the original "Path" into the voicemail pilot so it never goes to the virtual extension mailbox. Any possibility that some changes could make this work?

esherm22

 

[kwbMitel]

You're on the right track with the Phantom but the Phantom has to be the first link in the chain, not the last.

Terminate the call initially to the Phantom

Use Always routing to direct the call from the phantom to the ACD Queue.

Then use Path Unavailable to go to VM and it will integrate with the Phantom Local.

Curious, is the mailbox you have set up just a standard extension type mailbox or something else?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.