BCM400 Going to wrong mailbox

[swfblade]

Our main switchboard number is set via auto to go to an info mailbox, saying when we are shut after 5:30pm. However, instead of going to this, it goes to a certain users voice mailbox and he gets loads of voicemails for everyone in the firm.

Any clue as to what I am doing wrong?

 

[vztech]

why dont you just have the greeting on the greeting table at 5:30pm say your closed.


whats your call flow?

It's only dialtone-VZ

 

[snowman50]

When you say "auto" does this mean it uses Night service Mode
or Auto Attendant "Non Business Mode" assigned to a Greeting Table.

If Night service mode are the lines ringing to a ringgroup with an extn that has voice mail active.

That could be your problem..

 

[swfblade]

Ok, I didn't set it up to start with, it was the BT engineer who installed it all.

This is the scenario.
At 5:30pm the auto-attendant switches to "evening mode", whereby it sends all incoming to a ring group. This works perfectly.
At 6pm it switches to night mode. This is where it is set to give out the closed message. This is also when instead of doing this, it sends it to a particular voicemail box. Its the same voicemail box every time.

 

[swfblade]

Does anyone have any ideas as to what I can do to remedy this?

 

[CTCINY]

Check the ring group. Make sure the ring group assigned to night mode contains only the DN for the VM. Sounds like a call forward on a set in the ring group

___________________________________________
If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[swfblade]

OK, the ring group was set to 500. What should it be set to, in order to just get the automated message?

 

[swfblade]

OK, I'm really confused. I haven't done anything other than test the system. For me, it worked stright away, went to the correct message box. I even tried ringing on 2 separate lines at once and again got the correct message.

Why would it occasionally then go to the wrong box?!?

 

[CTCINY]

The ring group for the evening schedule should consist of the DNs that need to ring after 5:30. There should be a separate ring group for the night schedule that consists of only the voicemail DN.

If there are other DNs in the night ring group the calls coming in may sometimes be routed based on the other DNs in the group. So for example, night schedule has x221 and x222 assigned into the ring group as well as the voicemail DN. Calls may occasionally get routed based on x221 and x222 especially if they put there phone on a F984 or have a forward on busy setup.

___________________________________________
If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[swfblade]

Right, upon further investigation, it turns out that the messages are being left in the 5:30 - 6 "evening mode", not in the "night mode". Night mode works perfectly.

After I finally got the users to tell me when it happens (....) what happens between 5:30-6 is the phone rings once'ish on the DN's in the ring group but is then put straight into the voicemail of one DN. I tried removing the voicemail box on that DN, but now it goes to another DN with voicemail, and it always goes to the same one.

 

[snowman50]

Ok from what you are saying it sounds as if one of the members in the evening ring group, voicemail box is answering the call.

you need to check each extn thats in the ring group and see which ones have voice mail.
Then check which ones have cfwd on busy or F984 active.

whats happening is a call is ringing say ring group 001 and the members are 221,222,223,

if any of these have call forward on busy to voicemail or cal forward to voicemail(f984) on then the call will go to the mailbox of the first exth it sees with these options.

its just doing what its suppose to do.

You can tell the users not to use f984 and remove cfwd on busy off for each member.
this way the call will get a chance to ring the membes first.

its usually best to use a HUNT GROUP because the hunt group ignores any call forwarding to voicemail in use by the group members extns.

so i suggest remove the auto from service mode for evening service and do a manual call forward to hunt group instead.

unfortunately you cant assign the huntgroup DN to a service mode.

If you are familar with using ccr trees the you could set evening service to ring only 500 (same as night) and make the ccr tree to transfer to the huntgroup.

How does the nightservice ring group get to the information mailbox ,
is it using a ccr transfer to mailbox node.

 

[swfblade]

There are about 5 DN's within the ringgroup. Each of them have fwd to 500 on busy or after x number of rings. Thats how the users need it to work throughout the day, as obviously if they are on the phone, they want it to go to their mailbox. No-one uses f984 after hours (5:30).

Are you saying that no DN with fwd to 500 on busy can be in the ring group?! That seems insane, as most of our DN's have a mailbox, they need to be fwd on busy for obvious reasons and also need to be in the ring group after 5:30. Surely that cant be right?

 

[snowman50]

I need some precise information.

How are the calls answered Before 5:30
Are they answered by a receptionist.

Does one of your phones such as the first extn(Reception) say SERVICE MODEs when the auto Attendant comes on.

Are you using a "SERVICE MODE" to Control AN Auto Attendant that only switches on at a pre determined time.

OR

Are you using AutoAttendant throughout the day .24 hr

The reason i am asking is that ring groups are used by Service Modes which have evening and night shedules.

Auto Attentant uses CCr trees to ring extns and you can use HUNT GROUPS . Thee ccr also has EVENING amd NON BUSINESS for night time messages.

You can use a SERVICE MODE to switch on a RING GROUP whose only member rings extn 500(Voicemail DN) which then goes to the Auto Attendant.


RING GROUPS and HUNT GROUPS work in Different ways.

A HUNT GROUP IGNORES call forwarding to voicemail.

A RING GROUP will follow the call forwarding parameters programmed for any extn in its group including going to voicemail if busy.

A ring group is not ideal if you are using voicemail.

 

[swfblade]

During 9-5:30, we have a receptionist who will answer all calls, but anyone can pickup the main line from their extension if they need to.

5:30 to 6 (and 8:30-9am) Evening Ringing via Service mode kicks in. This is set to go to about 5 other DN's.

6-8:30 Night mode, Service mode uses an info voicemail box, which appears to work fine.

Would it be easier if I explained what I wanted it to do?

What I need is between 5:30-6pm/8:30-9am these 5 DN's to ring and be able to pickup any incoming calls. During these times we do not have a receptionist in the building, but calls still need to be answered.

As said above, I didn't set it up the BT engineer did. He knew what we needed but obviously hasn't set it up right. My skills of using the BCM are limited, but I do understand the basics.

 

[snowman50]

Ok
To do this we will tell the system in evening mode to ring the auto attendant which will transfer calls to a HUNT GROUP.

step 1 : Create a hunt group.
Go to hunt groups and select a free one.
Example hg01 extn 461.
set it to broadcast and enter the extns you want to be members. eg 222,223,224,225,
set them to ring only.

Step 2pen call pilot and go to Custom call routing.
select a free ccr tree.
Example tree 2 and set it to be a HOME TRANSFER NODE.
in the section that says INTERCOM enter the hunt group extn DN that you have Created. EG: 461

While you are there check CCR tree 1 to see if its set up to transfer to Info mailbox( the one you use at night)

step 3:
Go to Auto Attendant and i am guessing the guy has used GREETING TABLE 1 .

open table 1 and in there you will see
Morn--afterrnoon--evening--Bus closed.

go to evening and set the CCR to 2 (the ccr tree you created).
set the time to 5:30
Do this all the way down for each day.mon-fri
Hopefully the Bus Closed is set to 6m

Hopefully the Bus Closed will say CCR tree 1( night time).

NOW we go to RING GROUPS.
Remove the extns from the evening ring group and add only extn 500 which is the voicemail number.


So Now what should happen is
When evening service comes on it will ring 500.(same as Night
The voicemail will see this and route to AA(same as Night)
The AA will answer and transfer to the Hunt group.

The Hunt group will ring all the extns that you added as members.
The Hunt group will ignore forwarding to voicemail.

Have ago and try it.