Call Forwarding to other user's VM

[Zinc666]

Hi All,

Hoping someone can offer some advice. What I'm trying to achieve; An external call comes through to User #1, User #1 is away from their desk so the call is forwarded to User #2, User #2 is away from their desk so the call gets directed to User #2's voicemail. Pretty simple.

I've setup the appropriate forwarding rules for User #1 ('On No Answer' and 'On Busy') and the call trips over to User #2 as expected but instead of eventually going to User #2's VM (after their own 'No Answer' time expires) it bounces back to User #1. The call then continues to bounce between these two users until the caller gets bored and hangs up. Incidently, external calls direct to User #2 are forwarded to their VM successfully.

Is this something that's possible? We're running IPO version 3.2 (54) on a IP406 (with VM Pro).

Thanks in advance,

Ross

 

[amriddle01]

That's beacause a forwarded call always goes to the original destinations mailbox. Set up user #1's leave action in VM Pro (through VM Pro Client) to leave messages in user #2's mailbox. It's quite easy to do

ACS - IP Office Implement

 

[amriddle01]

It's in Specific start points, right click on users click add select the user you want and tick the leave box press ok. A new leave start point appears put a leave mail action in and join it to the start point and in the specific section of the leave mail enter the detination as user#2 in the mailbox section. Making sure you have User #1 VM turned on in manager and it will go there after his timers not user #2's

ACS - IP Office Implement

 

[Zinc666]

Thanks very much for the reply. I've followed your instructions and now the call goes to User #2's VM as required. Is there a way in VM Pro to give User #2 an opportunity to answer the call (say, 15 secs of ringing) before it goes to their VM?

I'm pretty new to Avaya stuff so appreciate your help.

Thanks,

Ross

 

[amriddle01]

It's difficult because of the level of software you are on, is it possible to upgrade? As you have more timers to play with on higher levels i.e 4.1

ACS - IP Office Implement

 

[Zinc666]

There might be a possibility to upgrade, would I need to upgrade both the Avaya system and the VM Pro?

I guess there's no timer function available in 3.2 that would do the job then?

Cheers amriddle01,

Ross

 

[amriddle01]

You would have to upgrade both yes, as well as Soft Consoles/Phone Managers. You could try using a group with both users in instead and give them both access to the groups VM and set it to Sequential or linear ringing. This means targeting that group instead of User#1 though.

ACS - IP Office Implement

 

[Zinc666]

Hi armriddle01,

FYI, it seems I've solved it! I had originally looked into an Assisted Transfer - but callers would get our rubbish on-hold music rather than a ringing tone.

Starting from scratch, I simply connected a Transfer (to User #2) to User #1's Start Point in VM Pro and when the call gets to User #2 the call acts as though it has been routed directly to them and goes to their VM after their 'No Answer' time has expired. It seems to do the job anyway.

Thanks for your help and pointing me to VM Pro,

Ross