Coverage for '0' in intuity voicemail 1

[dynamos2000]

Hi, I'm using the covering extension field when I do a change subscriber XXXX but I'm not sure the best way to do this...

When a caller presses 0 when in voicemail, pressing 0 needs to go to a hunt (or whatever may better accomplish) so the caller will go out of voicemail and ring a group of folks or hunt a group of folks who will cover that user's mailbox.

Case and point: Our president wants customers to be able to press 0 in his and VPs' voicemail if they want and that call will be answered by someone in a group of administrative assistants.

I made a new extension and had a bridged appearance for the assistants but that only works for one caller, any others at the same time will get a 'please wait, line busy' so maybe a hunt group would work better? When I tested a hunt group, I couldn't get the call to go from station to station...hits the first one in the hunt and keeps ringing. not sure how to get around that without using agents.

Thanks for reading this long post!!!

Definity GS3 / Intuity Audix

 

[stug]

In the covering extension field place the extension number you want the phone call to be routed to when someone 0 zero's out of a voicemail box.

 

[dynamos2000]

Yeah but that won't fix the problem, if the covering person isn't at their desk, it needs to hunt to the next and so on, please see above. thanks though

 

[tkinney]

If you want all phones to ring at once and anyone picks it up make your zero out extension a coverpath whos point 1 is a cover answer group (up to 8 people). Also did you list the people on the 3rd page (on mine)of your hunt group, with only one phone ringing I would check your hunt group set-up?

Tina

 

[dynamos2000]

The cover answer group sounds like what I need to work on, I appreciate it.

As far as the hunt group, I had two extensions listed. If the first guy in the hunt answered, the next caller to press 0 to get out of voicemail would hear "please wait, line busy". The other issue is that if the first guy in the hunt wasn't at his desk, the call would never roll to the 2nd guy in the hunt...call would just ring and ring

thank you

 

[dynamos2000]

Here's what I did but I still get a 'line busy'...

Caller presses 0 to get out of voicemail. Covering extension is 1354.

1354 is a noset type with a coverage path of C8. C8 is a covering answer group with two extensions in it. If extension 1 in the answer group is already on a call, the next caller to press 0 gets the 'line busy' Any ideas? thanks

 

[tkinney]

Sounds like there may be something up with the second phone. Could it possibly be on call forward or send-calls? You could try (on the pbx side) list call or status sta xxxx (2nd guy) to see if SAC is activated. Also check the COR on all involved to make sure there are no restrictions to that station.

 

[dynamos2000]

I'm using your advice and trying the coverage answer group and here's where I am at.

Caller presses 0 to get out of voicemail for 6284

Covering extension in audix is 1354

1354 is a xported station and coverage path is 500.

Coverage path 500 has the following settings:
1. Hunt after coverage? Y
2. Point1 is C8

C8 is coverage answer group 8, two extensions listed

Two problems:
1. If first extension does not pick up, call just rings and rings, never hunts to next extension
2. If first extension picks up and is on call when second caller opts out of voicemail by pressing 0, caller gets "please wait, line busy"

thanks

 

[tkinney]

why not try calling 1354 (group ext.) direct and see what happens without using audix. Then I would call his station direct to see if it rings normal etc. I would also change hunt after coverage to no on your coverage path. Do you possibly have both a hunt group and a cover group programmed? Is so, get rid of the hunt group and leave just the cover group to see if that isn't causing a problem because it sounds like your cover group is not working, it should ring both desks at the same time. Anyone else out there have any ideas?

Thanks

 

[dynamos2000]

Hi guy, changing cov p to not hunt after coverage gets it to ring extension 1!!! It rings three times then rolls to the second extension set up in the answer group. I'm not having any luck to get them to ring at the same time nor will it ever try the first extension again. Once it rolls unanswered to the second extension, it just rings.