autoattendant forwards operator calls straight to voicemail

[newbexplorer]

Hi,

I have a questions about some actions our autoattendant is taking. When a calling rings in and selects zero to speak to an operator, it forwards directly to the operator voicemail box. This happens despite the fact that the operators are logged into the attendant console. It was working good yesterday (don't we all say that!).

I'm a newbie with Callmanager so please forgive if this is a stupid question. I'm hoping someone can point me in the right direction.

 

[trvlr1]

Make sure no one has manually forwarded the operator phone to vmail.

 

[newbexplorer]

Sorry, I'm really newb. How can I check where calls are forwarded?

 

[trvlr1]

It should show on the display, you can always try to forward and cancel using softkeys etc just to make sure it is clear.
I am assuming from your first statement that no one went into your vmail and played around with options on your auto attendant settings ....

 

[newbexplorer]

To the best of my knowledge, nothing has been purposefully changed. I'm still trying to get a handle on what changes affect what, where. There is a CTI Route Group with the inbound extension assigned. It appears to be configured correctly. It has a directory number assigned to it for the inbound phone number. I see all this from within CallManager. From within Unity, I made sure the server I was working with was active. There is a call handler setup that I've tried changing the transfer configs to no avail. In fact, no changes I make seem to take effect (ie I changed the Do not play the "Wait while I transfer your call" prompt option and it still plays the wait message when I call in).

I honestly have no idea where the auto attendant settings are. I've looked but the help file has been less than helpful. I inherited this from a previous network admin who had to have a consultant set it up and I've had no exposure to it.

 

[trvlr1]

I am new to this too, just a couple of months part time .... but .... in the call handler, the input keys, the option for the operator, it should either go to another call handler or to a subscriber. If subscriber, should be send caller to subscriber then choose your sub., if to another call handler,send caller to call handler, choose call handler, then go to it. in the call transfer option, ring to sub at this ext xxxx with transfer type as release to switch. Hope this helps.

 

[newbexplorer]

It does, thanks. I played with it some last night and got it working. On a side note, I still don't know why my changes in Unity don't seem to take effect immediately. But this link also provided some helpful info.

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a00801e6ef6.shtml

Thanks trvlr1 again for your help.