I am programming an ACD queue. All of the agents DN's are programmed as single line extensions. When I dial an agent whether they're logged in or logged out, the call doesn't forward to voice mail. They are configured with Embedded voice mail. Is this not possible or am I missing something. Thanks in advance for the help.
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Agents cannot receive voicemails 1
- Thread starter Volguy7
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SpongeVoIP
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Are you using the "old" agent ID's or the new (to be used) hotdesk agent? Use the last mentioned, create a vm box for that user, and use rerouting or divert on the phone to route to vm. Should work.
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SpongeVoIP
Technical User
Don't mean hotdesking, but the user type agent introduced from version 7. This should be used ideally, as I don't know if you can "connect" rerouting to an agent ID.....
So setup is almost the same. Set your sets to ACD type, than go into user config and create a agent type user with the id to be used for login.
Rerouting can be used from System Administration -> Call Handling -> Rerouting assignement -> Assign one of the rerouting (first) to the agent number.
So setup is almost the same. Set your sets to ACD type, than go into user config and create a agent type user with the id to be used for login.
Rerouting can be used from System Administration -> Call Handling -> Rerouting assignement -> Assign one of the rerouting (first) to the agent number.
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Just to make sure I'm explaining it adequately, I have an extension (553) which is an ACD user and logs into the queue with Agent ID of 5531. We are moving from an older phone system, so xxx-0553 is her DID number as well. What I'm looking for is if she is on the phone or logged into the queue and someone dials this DID (or even the internal extension) the call will go to VM.
SpongeVoIP
Technical User
Assume you use the agent user (just the way to use for future purposes).
If ACD user is not logged in, ie 553. You need to have rerouting setup for 5531, if you want this number to go anywhere. If you login to the ACD path with 5531, 553 becomes unavailable unless you set rerouting/divert to a specific destination. So 553 will go to vm final, as the agent id logs into the ACD path (553 will become unavailable, with fixed divert to vm). You might set divert on 5531...but that's another vm user (ie 553 vs 5531).
My (humble) advice. Have the 553 routed to vm, once the agent logs into the ACD path. Than take care of rerouting/divert on the 5531 number. Could be the same as for the 553 number EXCEPT routing to vm will end up in 2 different vm box'd...one for 553 and one for 5531. Depends a little how you want to stick to the old situation or change towards the current capabilities.
If ACD user is not logged in, ie 553. You need to have rerouting setup for 5531, if you want this number to go anywhere. If you login to the ACD path with 5531, 553 becomes unavailable unless you set rerouting/divert to a specific destination. So 553 will go to vm final, as the agent id logs into the ACD path (553 will become unavailable, with fixed divert to vm). You might set divert on 5531...but that's another vm user (ie 553 vs 5531).
My (humble) advice. Have the 553 routed to vm, once the agent logs into the ACD path. Than take care of rerouting/divert on the 5531 number. Could be the same as for the 553 number EXCEPT routing to vm will end up in 2 different vm box'd...one for 553 and one for 5531. Depends a little how you want to stick to the old situation or change towards the current capabilities.
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