Call routing not working?

[vlevalois]

We're having an issue where when the system (MCD 5.0 SP2 R1) is in night mode, calls (enter extension #) transferred from the auto attendant (EMEM) ring the station but then return to the auto attendant and never hit the user's mailbox. The system says it's transferring, plays the name, rings up to the timer expiration and then returns to the auto attendant. Call flow is as follows:

Main number DID (on PRI) --> 501 --> Call reroute always to *501 in Night 1 --> Call reroute always to 600 in Night 1 --> Plays greeting mailbox 501 --> caller enter extension 302 --> system says transferring to user "John Doe" --> rings station --> Auto Attendant greeting (should be user greeting)

Checked COS for station and all seems correct. Voicemail's supervised transfer is not on.

Any help would be appreciated!

Thank you.

 

[M1tel]

Check your no answer recall timer of voicemail it needs to e greater than the cfwd no answer timer of the ext and the system options call reroute timer

 

[LoopyLou]

Remember that the VM ports are transferring the call to the user so its their call forward no answer timer that will control the pull back.

An apple a day keeps the doctor away. Anyone else and you need to throw it harder.

 

[kwbMitel]

You are probably using a Name Tag Hunt Group to force the integration to respond with the AA mailbox.

This forced integration applies throughout the call.

Read my caveat on the subject on the FAQ page.
faq1329-7197

Update:Jan 2010 - There appears to be an issue when using Nametag groups where once the mailbox has answered, and the user chooses to be transfered, if the call returns to VM the Nametag integration still applies. As a result, I do not recommend this method when using MLAA.

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What's most important is that you realise ... There is no spoon.

 

[vlevalois]

Thanks all. I verified that the station timer is shorter than the VM ports timer, so it looks like kwbMitel may be correct. *501 is a Name Tag Hunt Group that points to 600 which is the VM hunt group to end up in mailbox 501. It's not an MLAA however. From there dialing the extension number fails to take the call to the mailbox entered, instead back to 501.

So in this case what's a better solution for wanting to have a day and a night greeting that both need to take messages right off the bat but still allow for dialing extensions, etc.?

 

[kwbMitel]

Is 501 a regular mailbox then?

This being the case:

FAQ1329-6743

The title says Menu Node, but it applies to any type of mailbox.


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What's most important is that you realise ... There is no spoon.

 

[vlevalois]

OK thank you.

Our application is a bit different in that during the day, calls should ring multiple phones and only in Night should they hit the auto attendant night greeting. However, sometimes they want to throw the system in Night but play a "day" greeting that doesn't specify that they are closed. Does this call for splitting Night 1 and Night 2 into the day greeting and night greetings and keep Day mode for ringing phones?

 

[kwbMitel]

Depending on how you are ringing those phones, you might be able to use 3rd party call forward to route the call temporarily to voicemail.

Or, as you've suggested,
Day rings phones
Nt1 rings to auto attendant with day greeting
Nt2 rings to auto attendant with night greeting



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What's most important is that you realise ... There is no spoon.