3300 call scenario help required

[AlfredSpecial]

Can anyone explain to me how to setup this example callflow:

DDI 7000 rings x2000 and x2001 together then after 10 seconds rings x3000 and x3001. It then overflows to a day voicemail mailbox after 5 seconds.

In night this DDI goes direct to a night voicemail mailbox


Any advise will be of great help

 

[paterson]

I think I would try doing it with Multiline appearances.

x2000 and x2001 would have an appearance of x7000 with ringing set to "immediate".
x3000 and x3001 would have an appearance of x7000 with ringing set to "delay".

Not sure where you set the delay ring timer, but check in COS and System options.

I would then set up x7000 to forward to vm on "no answer" during the day in call rerouting (1st alternative). You may have to play with the call forward no answer timer to get it right.

I would then set up x7000 for forward always in night 1 and/or night 2 direct to vm, again in the call rerouting forms (reroute always assignment).



Then

 

[AlfredSpecial]

thanks mitelguy,

but the voicemail greeting will be the same for day and night?

 

[Mitelpassion]

I agree with paterson but you could also have both 2000 and 2001 ringing simultaniously with a 7000 multicall button set up on these sets.
Then use your 1st Alt rerouting and point it to another DN (can be anything really) set up as a multicall on 3000 and 3001. After this use 2nd Alt rerouting and point it to the VM. Create mailbox 7000 and set up your greetings. This allows you to set your timers for both the first and second answering points. Call forward no answer for 1st Alt and call rerouting for your 2nd Alt.

For night service send 7000 directly to the VM hunt group.

Eugene

 

[AlfredSpecial]

This reroute is fine but the message the caller will get will be the same for both day and night.

How can i send the caller to a different mailbox in night mode?

 

[Mitelpassion]

Ah ok. In short you would need to create a ACD path and use an interflow DN to make sure you can send the call to a mailbox for a different ext.

1. Create an agent group and make sure you set the "Queue callers to group when no local agents are logged in" to Yes.

2. Create your ACD path and assign your newly created Agent Group to this path.

3. Create a phantom DN that has a voicemail box configured for it.

4. Force this DN to always force to voicemail under the call rerouting always assignment form.

5. Under the path assignment set the Interflow to enabled.

6. Set your interflow timeout to 1 sec or even 0 as you want it to go to the DN immediately.

7. Enter the phantom DN under the Interflow Point Directory number.

8. For night service forward DN 7000 to the path number you assigned.

This will then allow you to reroute to a different mailbox for night service.
Maybe some of the other guys know of an easier route but I have used this for a few of my clients and works like a charm
Eugene

 

[AlfredSpecial]

Cheers Eugene,

I did read a tech bulletin on this once and was hoping for an easier way.

Is a phantom DN just a multiline set without a device?


thanks again

 

[AlfredSpecial]

Will i also need an ACD licence?

 

[AlfredSpecial]

Found this tip:

When sending a call to VM from an ACD path, what number will it integrate to VM with?

What voicemailbox will be used when going to voicemail from an ACD path?

When sending calls from an ACD path to voicemail you can either use interflow or path unavailable. ( Dial out of queue is handled the same as interflow.)

Interflow can be manipulated by sending the call through an phantom extension number or hunt group that is rerouted always to voicemail. This gives you control of which voicemail box you will integrate to. In short it will integrate with the phantom extension. If the voicemail pilot is used as the interflow destination it will integrate with the path directory number.

Path unavailable will ALWAYS integrate with the path directory number regardless of how the call routes to voicemail.

 

[Mitelpassion]

A phantom number is a DN that is not necessarily a programmed set. I usually just create a single line button (line appearance) on a phone or a phantom PKM. This is a 5220 that has a PKM configured but does not actually have one attached. The Mitel will then recognize this phantom DN as part of it's dn tree.

No, you don't need an ACD license. ACD licenses are only needed when you actuall create agent logins.

The articles you quote is excately what you would need to implement. It works well and is actually very simple.

Eugene

 

[AlfredSpecial]

Eugene,

Thanks very much for all you help