ACD's Vmail Not answering

[SwitchWitch]

Okay, here's the scenario.

Externally, callers dial (215) 123-1234.
An IDC table points this number to ACD 1699.

ACD 1699 sends the call to a VM announcement, w/ multiple prompts, one of which says press (1) to speak w/ customer service.

Caller presses (1) and the call is routed to an ACD 4676.
4676 is programmed on 14 agent's phone w/ MSB and NRD keys.
Users are "Logged Out" correctly, but if call is NOT answered, VMAIL is not picking up. ANY SUGGESTIONS.


TYPE ACD
CUST 0
ACDN 4676
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 5299 (this is voicemail)
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 0
NCWL NO
BYTH 2
OVTH 15
TOFT NONE
HPQ NO
OCN NO
OVDN 5299 (this is voicemail)
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 18
RTPC YES
NRAC NO
RAGT 4
DURT 15
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[trvlr1]

What treatment are you seeing? Are you getting to vmail but it is saying mailbox not available or continuous ringing? Or what?

 

[allenmac]

Try changing the NCFW on 4676 to a phantom that points to voice mail, and see if that clears it up.

 

[SwitchWitch]

Getting continuous ringing. Vmail never answers.

 

[allenmac]

Then your call is not being presented to the voice mail ACDN or CDN.

What voice mail platform are you running?