3300 and Nupoint - Call Rerouting and Group Voicemail

[southwell]

Hello,
This is for a 3300 MXe III v6.0 with MAS, Nupoint 15.2 and UCA 5.1.

Currently we have all calls for 2 different departments routed to 1 operator answering point. The incoming calls are split per dept with separate DID or speed calls. I’d like to reroute one DID to a different set of phones in the other department and am trying to decide the most logical way.

Routing-

Let’s say 744 is the speed call we want to reroute. I am thinking of changing it to

Always alt  744 (stations 719, 702 having a multicall key) rings 10 seconds then
1st Alt  709 (reception in other department rings for another 10 seconds or so)
2nd Alt  398 (Nupoint) Preferably a group VM so anyone can reply to it.

So far this works ok. The timers are not 100% perfect but without messing with them too much this will do. I think I had to change the system option call rerouting for 2nd alt and COS option Answer plus system reroute timer. It took quite a bit of digging the forums to find which COS the multicall line belonged to but it is the first set that had the key added to it.

Group or Departmental Mailboxes with UCA-

719, 709, 702 all have mailboxes with and UCA. I thought of making 744 a mailbox and just putting a MWI key on those phones but it doesn’t flash the main message light just the key and it is not integrated with UCA client which we would prefer. What does adding an alt extension do to your main mailbox? I remember removing an alternate mailbox extension from my main mailbox and it erased the whole main mailbox and I had to restore from backup.

I thought about just making 702 and 719 in a PRG but the VM greetings need to be slightly different than the 702 user’s personal greeting. Or how would making 744 a Ring Group with 702 and 719 would that work the same way as the multicall buttons as far as routing? I realize it would send the call to the user’s prime line which might be preferable.

I know I have asked a lot of questions so please let me know if I need to clarify anything. Any help is much appreciated.

Southwell

 

[kwbMitel]

Make 744 a Trusted License IP set with it's own COS to make it own the timers

There is a COS option for controlling the 2nd alternative rather than adjusting the system timer.
[ul]
[li]Answer Plus System Reroute Timer[/li]
[li]

Enter a value in the range of "0" to "720" seconds. This timer operates similarly to the Call Forward No Answer timer, but controls second level rerouting. When the timer expires the call is rerouted from the first alternate to the second alternate.​

[/li]
[/ul]

With respect to the message lamps. The main message lamp will only work with a message applied against the prime line of the phone. It is possible to activate from a remore mailbox but I don't recommend it as it invariably leads to confusion of the user when their lamp is flashing but they do not have a message in their mailbox. Or worse, they do have a message in their mailbox and upon retrieving said message, their lamp is turned off despite the fact that there is a message waiting to be retrieved in the General Mailbox.

If, despite these caveates, you feel you want to try it anyway. You need to use the Broadcast Message Waiting option in the Nupoint. FCOS option set on Gen MB and Distribution List 1 setup with target MB's for lamping.


**********************************************
What's most important is that you realise ... There is no spoon.

 

[southwell]

Okay, Thanks kwb for the quick reply.

So if 744 multicall is the first key on a phone with prime line COS 1 will it not adhere to the COS Call Forward – No answer timer? Or am I talking about something different because that is call forwarding and
not rerouting? Where would you adjust the COS timer for rerouting from always alt to 1st Alt? Will making 744 a trusted license IP set use up a license?

This is where I read about the multicall timers.

http://www.tek-tips.com/viewthread.cfm?qid=1107368

I understand what you mean about the confusion if the main mailbox light flashed. I’ve had weird issues with the embedded system doing that for multicall keys with mailboxes of phones twinned together. And will just have to train users to look for the mailbox key.

What would be the outcome of adding an existing mailbox in the users and services to the main mailbox of another user? I’m assuming each user can have multiple mailboxes associated but you can’t associate 1 mailbox with multiple users? Can you not have a group mailbox in the UCA client is my question?

I am weary to try adding an additional mailbox to my main extension because I have a lingering “other phone” (old teleworker) that is no longer even programmed in the MCD and when I deleted the other phone extension it removed my main mailbox for my main extension. I read this in the help but don't quite understand:
"Note: When you delete a Mitel Phone, all the services associated with that phone including the voice mailbox messages are deleted. If replacing a set, ensure that you go to the "" tab for that user and remove the association with the Mitel phone in the Extension field of the NuPoint Unified Messaging tab before you delete the set. Otherwise, the user's voice mailbox messages will be deleted when you delete the phone." I should probably start another thread for that.

 

[kwbMitel]

The issue with depending on the order of programming for multicalls to define the COS is that you have no control over what order it gets reprogrammed when the system is restored during an upgrade.

An IP set set to a trusted license does not consume any licensing and is the perfect scenario for phantom phone programming.

The Call forward No answer timer applies to the 1st alternative
The Answer Plus System Reroute Timer applies to the 2nd alternative

I don't think you can associate more than 1 mailbox with any single user. You can associate multiple users with 1 mailbox though.

I think the note you read about deleting a phone applies to Embedded Mail when deleting via the Users and Devices tab or a Nupoint when deleting via the MAS with the Users and Services tab. Deleting the IP phone in the IP phone form will not affect VM

**********************************************
What's most important is that you realise ... There is no spoon.

 

[southwell]

Hello,
I do as you suggest and made 744 a trusted IP set with its own COS 4. I am assuming the call route follows this COS the whole time and not the COS of an alternative extension.

I changed the system reroute timer to 60 so it would not affect anything.

COS 4 –

Test 1
Call forward no answer timer – 16
Answer plus system reroute timer – 20
Result:
External calls - After 16 seconds it rings 1st Alt after 32 seconds it goes to 2nd alt.
Internal Calls – After 16 seconds it rings 1st Alt after 20 seconds it goes to 2nd alt.

Test 2
Call forward no answer timer – 16
Answer plus system reroute timer – 10
Result:
External calls - After 10 seconds it rings 1st Alt after 26 seconds it goes to 2nd alt.
Internal Calls – After 10 seconds it rings 2nd Alt

What could I be missing here? It seems to be backwards for external calls and I read somewhere that Answer plus system reroute is only for external calls unless that changed. It seems to only work with internal calls. Do I need to adjust the trunks (PRI) COS for 2nd level routing?

 

[southwell]

Any suggestions on how my tests yielded these results?