Answer Messages and loop

[7deedtz]

Dear All,

I am battling with Voicemail\AA issue. I have an MXE running 7.1.5 software.
1 PRI Number ranges 7100-7199
The Customer requires the System to answer all Calls with a welcome message. The call then should ring the operator (console IP5550) DN 8600, should the operator be busy or fail to answer in time the call should route to a reception phone (IP 5215 Dual)Should the Reception phone (Extn 7340)fail to answer the call should go to a second Message, and then loop between operator (8600), extn 7340 and 2nd message until an operator or Extn 7340 answers.

I have managed to route all calls to a Voicemail box 7100 Transfer only node,->8600 -> 7340. I am failing to forward these calls to the 2nd msge, currently the call is reverting back to the Welcome msge.

Would anyone with experience or idea on this issue assist.

I read a number of the tips on this site and had a go on them but to no avail. Please help.

thank you in advance

 

[kwbMitel]

The design seems overly complicated to me.

Why have the 5212 involved at all.

Best solution would be to play a RAD at the console "All Operators Busy" and place the callers on hold until answered.

I can probably fix your issue but I need to understand the solution first.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[7deedtz]

Their Reception is manned by two ladies, but they have only one OP's Console. They would want the two Ladies to answer calls. They alternate on the OP's Console and the 5212.

 

[kwbMitel]

Are these 2 "operators" within hearing distance of each other?

This being the case, I would still recommend the RAD but allow the 5215 Direct Pickup from the console.

Everytime you loop you lose priority, A call could loop several times while other calls not looping at all are answered.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[7deedtz]

Yes these are within hearing distance to each other, however the client needs the looping. He would like to give callers the 2nd Msge -> All operators are busy.

How would i program that looping?

 

[kwbMitel]

I just made note of your Software Version.

Unfortunately, the ability to pickup from Console is not available to you before Rel 8.0

I know it seems that I am being hard to get along with but I REALLY don't like flawed designs. The caller is not being served better by providing him/her a message instead of being answered.

If you absolutely must...

Create a Nametag Huntgroup. DN to match Mailbox to provide message. (how you get from there back to the console is up to you.)
Make the 5212 set a member of the Nametag Group
Route the Nametag Group on Busy/No Ans to VM
Route the Console DN on 1st Alt to the Nametag DN and 2nd Alt to VM.


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[odiefoxydog]

Another option I've used on a site would be to use an ACD path with a RAD to provide the welcome message with interflow to the operator.

Then a call reroute 1st and/or 2nd alternative to a RAD for the operator number 8600 will give the second comfort message and if you could upgrade to a version that supports pick up from operator problem solved.

If not then set the 1st alternative on the operator to a name tag hunt group with a RAD and the extension as a member. Then set a 1st alternative on the hunt group back to the operator. You'd have to give the hunt group its own class of service to adjust the CFNA timer to give time for the RAD to play

 

[kwbMitel]

Odie,

Are you sure about cascading the routing?

In my experience, you can't have multiple rerouting to 1st alt destinations.

The re-routing control rests with the original dialed extension and you must use 1st alt and 2nd alt on that DN.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.