Calls from Operator Extension to VDN offer no Zip Tone on backup Skill

[adminman3]

MAS 3.1 with SP 10 7.1.716.1
Scenario: A call covers to someone's voice mail. That mailbox has an Operator Extension comprised of a VDN. The associated Vector queues the calls to a first skill using a 'Queue-to' command. The agent hears Zip tone before receiving the call.

There are two backup skills in this same vector. We employ a 'check' command for both of these. If ANY call does not get answered by the first skill and ends up queuing to the backup skills, there is NO ZIP heard by the agents in the backup skills before the call arrives at their headset.

If we call the VDN directly (essentially removing the Mod Msg coverage step from the equation), the Zip Tone works on any and all of the skills in the vector.

Summary: Calls answered by backup skills will not offer Zip tone if the call comes to the VDN from Modular Messaging.

The engineers are stumped. We have rebuilt the VDN, Vector, Skills, ...removed and replaced the mailbox...changed the commands from 'Check' to Queue-to on the backup skills. Nothing works. this is why I am appealing to this group of very capable techs.

thank you.

 

[adminman3]

PS to the post above, is that we have also played with the Diversion Reroute field on the MM QSIG trunk group, but to no avail.