ACD Path and Autoattendant Transfer

[rdpayne]

We are having a problem now with a customer we set up with acd and getting their closed message when transferred from wihtin the autoattendant.

Company has live answer first, then rollover to autoattendant. They have DID to their ACD answer point. They have a separate DID directly to the autoattendant

I have built out out the path with 3 rads within the interflow. The path unavailable is set to go to the vm box for path 7500. The vm is simply recorded with the night greeting. When they want to shut down, they put the path in do not disturb, then take it out of do not disturb when they come back in the morning.

Calling the ACD DID works fine.

Calling the path number directly from within the building works fine.

Calling the ACD number from within autoattendant sends the caller directly to the vmail greeting regardless of whether or not the ACD path is in do not disturb, and this is frustrating them.

Any ideas on how I can get around this? I first thought about changing the path unavailable to a different number and removing the call reroute back to default away from the vm ports. Would that work? rp

 

[kwbMitel]

I suspect that the mailbox is set up as a message only mailbox or that the extension number is not programmed. This will cause the AA to go directly to the message instead of trying to transfer

There is an island of opportunity in the middle of every difficulty.
Miss that though, and you're pretty much doomed!

 

[rdpayne]

We are using that mailbox as the final answer point when the acd group closes shop for the night. They put the ACD path in Do Not Disturb, so it falls straight to the Path Unavailable answer point, which is the 'night mailbox'. If I set the mailbox to Transfer, won't I lose the ability to save a message from someone calling after hours? rp-

 

[Lundah]

No, the 3300 will send the "no answer" code in front of the mailbox number on the transfer so the VM will know to send the caller to the message box rather than attempt another transfer.

 

[rdpayne]

Will the callers be able to leave a message in a Transfer-only mailbox?

 

[bearvalley]

Keep the mailbox 7500 as mailbox only or extension. Now create another mailbox of type transfer only.

eg: mailbox 8000 / extension 7500 / type:transfer only.

on the AA set the dialed digit to go mailbox 8000.

job Done