CCR Voice mail not picking up

[lookleft]

I set up an AA & CCR system. when calls are routed however, the lines will just ring and ring. The voicemail never picks up.
Our voicemail is through SBC and it picks up after 4 rings if AA is not on, but when calls are routed to a particuar phone or group of phones, the voicemail does not pick up.
Any ideas?

 

[elcojcs]

In AA programming did you set the lines to answer and the number of rings?

 

[lookleft]

yes. it's set to answer after 2 rings with the CCR prompts, and it does. But, when the caller selects an option and is routed to the corresponding sets, it continuously rings and is never picked up by voicemail.

 

[elcojcs]

In system programming under capabilities set call forward no answer to the VM DN and the number of rings for each ext. with VM.

 

[senk1s]

Do you have a CICS with internal AA/ CCR or a separate voicemail system?

If it is internal, refer hte CICS system coordinator guide for step by step instructions

 

[lookleft]

senk- the vm system is seperate. or at least we have to dial an external number to access our vm.

elco- How do i determine which DN is the VM DN?

 

[elcojcs]

We have to dial an external number to access our VM" ???

Are you saying that you do not have an onsite VM system?

If you do use feature 985 to determine the VM DN.

 

[lookleft]

No, we do not have an onsite vm system. It's through SBC which is why this is confusing me.
Feature 985 displays "Inactive Feature

 

[elcojcs]

Sorry, I misunderstood your original post. I assumed you had a Norstar system with Norstar VM unit.

I think you need to direct your VM questions to SBC.

 

[lookleft]

no problem.
Only reason i posted here was because the AA and CCR are through the Norstar system and, with out that feature on, the vm picks up no problem.
thanks anyway.

 

[bwtc]

The VM probably picks up without the AA & CCR because SBC has the line itself forwarded to its system-wide voicemail.

Since the line is being answered by the Norstar system, as far as SBC is concerned, the line has been answered. The Nortel needs to "tell" SBC that it needs to go to voice mail, which, BTW, cannot be a unique mailbox for each user.

I do not have the solution, but perhaps what you'd want to do is setup a dummy phone, and setup all other phones to "Fwd no answer" to the dummy phone.

The "dummy phone" is then set to call-forward to a voice mail number that SBC provides. I don't know if this is possible, but it could work...

 

[lookleft]

thanks, ill give it a try.

 

[elcojcs]

What system do you have CICS or MICS?
You say that the AA and CCR are through the Norstar,did you use feature 983 to set them up?

 

[lookleft]

no, i didnt use f 983. i got to it through
**config,
system programming,
Auto Attendant

f983 doesnt work. i THINK its CICS, but i'm not certain. Anyway i can check?

 

[bostech]

It sounds to me your confusing AA, CCR & Voicemail.

The Norstar CICS has a built-in Auto-Attendant, which you can assign a CCR tree to. It does not have Voicemail.

All the built-in AA and CCR will do is route the call based on what the caller presses. Once the call is routed, there is nothing else for the system to do. No individual mailboxes, no personal greetings, etc.

Also, the voicemail you have w/ SBC will not intergrate w/ your phone system. Their voicemail only answers unanswered outside calls. Once the AA in your system answers the call, SBC is out of the loop, so to speak. If the call gets transfered to a particular extension from the AA, SBC has no way to know this, because the transfer is internal.

Hope this helps.

 

[lookleft]

So, is there anything I can do to get the CCR to transfer the caller to a external number for the voicemail?