3300CXi rel 7 : DND and no answer rerouting 1

[guypayeur]

Neither DND or "no answer" reroute the call to the mailbox. Instead the call is sent to the embeded voicemail greeting saying « The person is on the phone ... ».

I have setup a hunt group so when I dial *nnnn it transfer calls directly to the mailbox, as expected. But when I reroute the call on the 1st and 2nd atlernative to this *nnnn extension, I get the non expecting greeting « The person is on the phone ... ».

I had tested to reroute to an extension directly and it worked.

I don't know what to try next. I little help would be really appreciated.

Best regards,
Guy Payeur

 

[SXWizard]

Are you using the embedded voice mail for your mailboxes or an external voice mail?

 

[guypayeur]

I am using the embedded voicemail whitin the 3300CXi.

 

[Supernova99]

You can change the default greeting via the admin mailbox

Here is the info from the embedded help file

Mailbox Greetings
(Embedded Voice Mail)
Overview
Mailbox greetings play when a caller reaches a user's mailbox. There are two greetings: one that plays when the user's phone is busy and the other when they don't answer or when they have their phone in Call Forwarded Always to voice mail. The default no-answer greeting plays a message recorded by the user. A typical user-recorded greeting would identify the user and inform callers that they are unable to answer their call—example: "Hello. You have reached John Doe. I am in today but missed your call. If you would like, please leave your name, telephone number and message at the sound of the tone and I will return your call as soon as possible. Thank you."

The greeting can also include a fixed system prompt that instructs the caller to leave a message after the tone or to press a key for further options. The default busy greeting plays a fixed system message that informs the caller that the user is on the phone followed by the prompt to leave a message.

The three parts of the greeting—mailbox name, greeting body, and fixed system message or prompt—are optional. You can control which parts play by editing the user's mailbox settings and selecting from the options in the table below. The options allow you to, for example, play the user name and system prompt or play just the greeting body. The greeting body can be a personal greeting (e.g., "Hello, You have reached John Doe….) recorded by the mailbox user or a standard greeting such as "Welcome to ABC Corporation. That extension is not available. Please leave a message." The standard greeting is recorded to an audio file and downloaded into the system using the System Audio Files Update form.

Non-Busy Options
The following table describes the behavior when bilingual operation is disabled and the mailbox is set up—that is, a name and personal greeting has been recorded by the owner.

If the mailbox is NOT setup, the fixed system message, "I'm sorry, the person you're trying to reach is unavailable at this time" plays instead of the personal greeting and the mailbox number plays instead of the mailbox name.

Greeting Option
Plays…

0 (default)
a personal greeting (as recorded by the mailbox user) followed by the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options.

1
a personal greeting as per Option 0, followed by the leave-message tone, and then silence.

2
the fixed system message, "I'm sorry, the person you're trying to reach is unavailable at this time" followed by the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

3
the fixed system message as per Option 2, followed by the leave-message tone, and then silence.

4
a standard greeting (as recorded by the administrator or other person), followed by the mailbox owner's name (as recorded by the owner),and then the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

5
a standard greeting as per Option 4, followed by the mailbox owner's name (as recorded by the owner), followed by the leave-message tone, and then silence.

6
a standard greeting as per Option 5 minus the mailbox user's name, followed by the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

7
a standard greeting as per Option 6, followed by the leave-message tone, and then silence.


Busy Options
The following table describes the behavior when the mailbox is set up—that is, a name and personal greeting has been recorded by the mailbox owner.

If the mailbox is NOT setup, the fixed system message, "I'm sorry…" followed by the mailbox number and "…is currently on the phone" plays instead of the mailbox name and personal greeting.

Greeting Option
Plays…

0 (default)
the following fixed system message in both the primary and alternate languages if Bilingual operation is enabled and the caller has not chosen a language:

"I'm sorry, the person you are calling is currently on the phone" followed by the mailbox owner's personal greeting, then the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options.


If Bilingual operation is disabled, the following plays:


"I'm sorry…" followed by the mailbox owner's name (as recorded by the owner or administrator), then "…is currently on the phone" then the owner's personal greeting, and then the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

1
"I'm sorry…" followed by the mailbox owner's name (as recorded by the owner or administrator), then "…is currently on the phone" and then the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

2
the fixed system prompt, "I'm sorry…" followed by the mailbox owner's name, then "…is currently on the phone" followed by the mailbox owner's personal greeting, and then silence.

3
the fixed system message, "I'm sorry, the person you are calling is currently on the phone." followed by the fixed system prompt, "Begin speaking after the tone, then hang-up when you are finished or press any key for further options."

4
the fixed system message, "I'm sorry, the person you are calling is currently on the phone." followed by silence.

5
the currently selected Non-Busy Greeting option. For example, if the Non-Busy Option is 0, then callers encountering a busy extension will hear the same greeting heard when the extension is not answering or call forwarded always to voice mail.

6
Same as Greeting option 0 (default)


Conditions and Feature Interactions
For proper operation, the phones should be programmed for Call Forward - No Answer and Call Forward– Busy conditions for both internal and external calls. If programmed for Call Forward - Always, the voicemail system will not know the state of the phone and use the Call Forward – No Answer prompts.

Mailboxes configured not to play a personal greeting still offer the user the option to record one via the User Options menu. The personal greeting, if recorded, will be ignored.

Programming
To configure the Mailbox Greetings:

Access the System Administrator's mailbox.

Press [2] for the Edit Mailbox menu.

Enter the mailbox number to edit.

Press # repeatedly until prompted to enter a Technician's function code.

Enter the desired Non-busy option from the table above.

The Technician's function code prompt repeats. Enter the desired Busy option from the table above.

Repeat for other mailboxes are required.

To download an audio file containing a standard greeting for the Auto Attendant:

In the System Audio Files Update form:

Select Auto Attendant Greeting

Greeting Set = Primary

Greeting Type = Default Mailbox

Select the required language option

Browse to choose the audio file

Click Update.



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[guypayeur]

You shared what you knew, I learned what I didn't!!!

It worked perfectly. I did configured all my mailbox with option 0(default) for the non-busy state and option 5 for busy state (DND or busy).

Now when a call is place to an extension that is DND or busy, the system reroute the call directly to the user recorded message for that mailbox.

This technician function code is somewhat non trivial to find out.

Thank you very much.

Best regards,
Guy Payeur

 

[Supernova99]

Hi Guy,
Glad to help remember no good deed goes unpunished.

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