Calling group overflow -> 2nd calling group overflow -> VM?

[cakestick]

Here's the scenario, we're pretty stumped.. we're running Legend 6.1 v11

Calling group 775 is set up to overflow to 780, after 60 seconds. After this, calling group 780 is programmed to overflow into voicemail. During that time, the caller hears our first delay message, and then hears our second delay message repeat indefinitely. The caller never reaches the voicemail for 780, and that's what we'd like it to do. Both calling groups are set up identically.

Is this just how the Legend works? If anyone can provide assistance, or an alternate method for doing this, it would be greatly appreciated.

Thanks as always,
-cakestick

 

[merlinman]

Please, tell us what you are really trying to do....

 

[cakestick]

All of our sales calls are to be transferred to our sales coverage group. There are 5 stations in this group. If nobody in the group is available, calls will be moved to our secondary coverage group. (currently 1 station). If the call is not picked up by anyone in the secondary group, the call will overflow to voicemail.

This is the path we'd like customers to take through the phone system. Here is our dilemma: If someone is transferred from the primary to the secondary group, and is waiting on hold.. and somebody frees up in the primary group, will the call ignore this and continue holding? What about if someone in the secondary group becomes available, and someone is on hold in the primary coverage group?

I hope this isn't too confusing.

 

[jgideon]

Are you using auto-logout group type? It sounds to me like what you want is 'support' between the 'sales' and the 'backup', and then 'overflow' to VM...