Call extension when on DND, how to redirect to huntgroup voicemail

[papapoon]

hi everyone,

We have agents in a huntgroup but sometimes they may receive calls directly to their extension if someone dials their extension.

Issue is that when they have DND enabled (as we are using that as a busy for the agents), the call to the extension just drops if user is not on busy it just rings forever

Is there any way to redirect that call to the huntgroups voicemail when they are on busy and after let's say 20 or 30 sec if they don't answer.

Thanks all.

 

[tlpeter]

Use after call work instead of DND


BAZINGA!

I'm not insane, my mother had me tested!

 

[kwing112000]

or set the FWD on busy for them.

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[papapoon]

We have after call work for the agents, set to 45 sec.
DND is there because of lunch breaks, bathroom breaks, etc..

Is there another way for the agents to go on busy without using DND, like a lunch break button?

For the FWD on busy, how would I set that up?

 

[papapoon]

If I goto Forwarding for that user, I see where I can set Forward on Busy and on No Answer but only to a phone number..I would need it to go to voice-mail directly.

 

[IPOfficeIreland]

enable vm for the user, in vm leave mail action have a voice question sent to the group mailbox number.
for no answer same would work.

 

[tlpeter]

When they go for lunch then they should log out and not put it on DND.


BAZINGA!

I'm not insane, my mother had me tested!

 

[IPOfficeIreland]

tlpeter - we always use DND reason codes for lunch. logout is for going home.

 

[tlpeter]

You are right, i forgot about those reason codes
Did i mention that i have a little holiday and i am running my brain on 30% or so


BAZINGA!

I'm not insane, my mother had me tested!

 

[IPOfficeIreland]

and still on tek-tips! you guys really need to switch off spend a little, ok a tiny amount of time with your family!

 

[tlpeter]

I do, i do
I am not going away from home so that is why i look once in a while when i am done with all other things that i need to do.


BAZINGA!

I'm not insane, my mother had me tested!

 

[1043]

How about forward busy/no answer to a Coverage group with other users as members?

 

[kwing112000]

you could create a short code

8599
VM Collect
"ModuleName"
0

and forward to that. they a leave mail in the module for the group you want.

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[IPOfficeIreland]

i think the vmpro solution would work best because you could also have a variable routing option to check if it was an internal or external call. this way internal users get to leave a message for the extension.

 

[papapoon]

Thanks guys for all the input, I am going to need to think about this.
I am new to Avaya and VMPRO obviously so I would need to do some research.

I think the VMPRO solution would work best but how to implement is another story...