ACD group calling to voicemail

[DSHULER]

This is a follow up to a question on Wed. 2/11. I have four DID numbers coming in to 4 ACD calling groups. The operator is the only member in each group. When she is on the phone or logged out the groups overflo to another ACD group with 2 members who back her up. when they are logged out or busy the calls should overflo to the Audix calling group. I have 4 mailboxes that match the original calling groups which I assumed would answer with the AA message because of their class of service. this does not happen. the calls just keep ringing.

 

[tdaugirdas]

Since the calls from the original 4 groups - are first overflowing to a 2nd group - it is that 2nd group that would need to be setup to overflow to the VM calling group - and it is the 2nd group that will need the mailbox - not the original 4.

Otherwise to make this work - make the 4 groups "linear" and add the backup phones directly as additional members in each group. Since the groups are linear - the calls will always ring the receptionist first. Then overflow each group to the voicemail calling group (remove the current overflow to the backup group) - and create mailboxes for each group.

Tom Daugirdas,
President
STCG, Inc.
stcg.com