We have an 81C with an Octel Voicemail and Auto-Attendant. The ports on the Octel are built as 2616 ACD sets. When you forward your phone to voicemail it works with no problem internal and external. However, when someone dials into the system through the auto-attendant, and dials an extension that is forwarded to voicemail, it bypasses the call forwarding and rings the phone. I believe this is a problem with trying to forward an ACD call back into the same Queue. Does anybody know of a work around for this problem. Thank in advance for any help you can provide.
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Call Forward to Octel Voicemail Problem
- Thread starter TAnselm
- Start date
This is due to the inherent "secretarial filtering" feature in the Meridian.
If you forward your phone to me, everyone who calls you will get me - except for me – I can call you when you are forwarded to me.
The solution is to point the target of your trunks (that hit the auto-attendant) to the “second” number in the series of ports rather than first… this way the caller hitting the auto-attendant will never appear to be coming from the same DN as the user has forwarded to. – hence they will not have Secretarial Filtering capability.
If you forward your phone to me, everyone who calls you will get me - except for me – I can call you when you are forwarded to me.
The solution is to point the target of your trunks (that hit the auto-attendant) to the “second” number in the series of ports rather than first… this way the caller hitting the auto-attendant will never appear to be coming from the same DN as the user has forwarded to. – hence they will not have Secretarial Filtering capability.
I may have mis-wrote...I see you are ACD now, which is curious that you have this problem...the equivelent of a "second line in the series" may be a second queue identical to the main queue except that is has no agents abnd is NITE to the main queue...then point the trunks to that number. Worthy of a test.
I am surpirsed that you have this problem with ACD,...but the goal is to make the outside callers and trunks get to the system on a different number than the users are forwarding to.
I am surpirsed that you have this problem with ACD,...but the goal is to make the outside callers and trunks get to the system on a different number than the users are forwarding to.
lretrievers
Vendor
In the Octel system itself, there is a setting for "supervised transfers" or "blind transfers". You may want to check that. The Octel handles transfers a bit differently than a Call Pilot does.
- Thread starter
- #5
Thank for the hint GHTROUT...
It did work.
I created a new ACD with:
MWC = Yes
MAXP = 1
NCFW = our Voicemail DN
Forwarded my phone to the new ACD and when I called into the auto-attendant and dialed my DN it did go straght to voicemail.
Again Thanks,
Thomas C. Anselm
On-site & taking care of business.
It did work.
I created a new ACD with:
MWC = Yes
MAXP = 1
NCFW = our Voicemail DN
Forwarded my phone to the new ACD and when I called into the auto-attendant and dialed my DN it did go straght to voicemail.
Again Thanks,
Thomas C. Anselm
On-site & taking care of business.
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