Calls routing to generic VM message!

[colpot]

I have 3300 on 7.1 and its charity with no option to upgrade (unless our MD is feeling charitable)

A call routes as follows:-

ddi 1100 rings a Hunt Group with No Members this is on permanent call reroute to 6000 which is an ACD Path. ACD Path 6000 has interflow after 1 second to a Hunt Group 6010 which is permanently re routed to a Voicemail Multi Level Auto Attendant.
One of the Options goes to a Multicall Key 6021 which rings on a group of phones until answered (in theory)

Multicall Key has no 6021 rerouting on it.(However if I reroute it back to 6021 in 1st alternative it will ring for 40secs before VM)

What happens is that if calls to 6021 are not answered after 20 seconds the caller gets routed to the voicemail generic message (ie pilot number does not have a mailbox).

My questions are - which number do you think is being presented to the voicemail and which timer is influencing the divert to VM.
I have tried adding VM Boxes 1100 and 6000 but still gets Generic Message.

Thanks in advance



Colpot
(Remember - If it aint broke - fix it till it is.)

 

[kwbMitel]

Why are you routing this way, makes no sense to me.

What is the Mailbox of the MLAA - 6000 at a guess
What is the purpose of the hunt group 6010
What is the purpose of the hunt group 1100

After 20 seconds sounds like a transfer recall (VM port COS). Recall will be presented as a new call unless you are using supervised transfer so, no mailbox integration.

Best guess at a better setup

1100 = Speedcall with destination 6000
6000 = Huntgroup routed immed to vm
MBX 6000 = MLAA with option to transfer to XXXX
MBX XXXX = Transfer only MB with extension XXXX
XXXX = Huntgroup with member 6021
6021 = Multicall Key

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

 

[colpot]

Thanks - we inherited the routing and I am currently unable to amend it during office hours.
The MLAA is 6010 and the ddi is 1100 so I could route it more directly - I think it used to do something else before and whoever chaged changed it left bits in place to allow it to be changed back.
Will check the VM Port timer and see if this helps.

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[kwbMitel]

If you transfer to a multicall key and that key does not answer, then the call will recall to the voicemail when the transfer recall timer expires.

You can extend to timer to some arbitrarily high number

Or you can transfer to something that queues instead of recalling such as a hunt group.

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

 

[colpot]

Thanks kwbMitel - which Timer do you think it is I should change? I suppose I could change the Multicall to a Hunt Group and still have it ring the phones as a Multicall - they have no ring groups due to the software level.

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[kwbMitel]

I wound think the No Answer Recall Timer would be a good one to check.

(sorry, I've been giving sarcastic answers all day)

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

 

[colpot]

Thanks - all replies welcome - sarcastic or otherwise - No Answer Recall Timer is set to 60 secs and call reverts back to VM after 20secs.

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[wireman50]

Use unsupervised transfer rather than supervised?

 

[colpot]

Thanks wireman50 - we are using unsupervised transfer. If I use supervised I can set the timer up high and it works, but the Eu doesnt have MOH so it sounds like you have been cut off.
I believe we may have it working ok now by changing the Trunk COS No Answer Recall Timer.

Colpot
(Remember - If it aint broke - fix it till it is.)