BCM450 calls revert to operator om DND

[oldestgeek]

On our BCM450 when a caller calls and is answered by the Auto Attendant, if they enter an extension and that extension has turned on DND, the caller goes to the extensions voicemail as expected. If, however, the caller presses 0 and reaches the attendant and the attendant transfers the caller to an extension that has activated DND, the caller rings right back to the attendant rather than going to voicemail. How can I get the transferred calls to go to voicemail when the destination is on DND?

 

[snowman50]

Use Transfer to voicemail.
Press Feature 986 then enter mailbox number.
The calls is transferred to the mailbox directly

 

[oldestgeek]

Thanks Snowman. That would work but the attendant wants to actually transfer the call so the person, if they see the alerting light flash, can choose to answer the call or let it go to voicemail.

 

[gberger]

If customers want a "DND" button, i usually label it as "DND" but actually program it as "feature 984".
Makes it much easier for everyone.How often someone actually on "DND" will look at their phone for the alerting light flash?

 

[oldestgeek]

Thanks, Gberger - f984 might work for these users. I couldn't say how many times they would see the light flashing but I've had two help desk complaints in the past week about calls transferred from the attendant going back to the her rather than to voice mail. It may have something to do with the new Console.net installation as I never had these complaints before.

 

[snowman50]

Does console.net give the receptions a colored indicator to say they have DND on. before they transfer the call.

I assume this is the same as Attendant console.
I havent seen it before but have used Att Console.(UK)

The receptionist would then Know if the caller could be transfer to voicemail instead.

If you untick the DND setting in capabilites to off this will allow a second call to go through thus maybe allowing the call to give an alerting flash , worth a try

 

[oldestgeek]

Thanks, Snowman. Console.net is Convertec's pc console for the Norstar and BCM, and it does give the colored indication that a user is on DND. The receptionist also sometimes uses a T7406 to answer and transfer calls while doing other duties. The DND on busy is unticked and the destination does get the alerting light flash but then goes back to the attendant if unanswered rather than voicemail so she then has to use f986. It may be something they have to learn to live with but I'll suggest the f984 per gberger.