'Dangling' calls 3

[x28800]

ACS R3, VMS R5 .... Using auto-attendant to direct calls to Call Group. The problem is that if no one in the call group answers the call, the call rings for a while (based on

#105 - Transfer Return Rings

), then returns to extn 10 (based on

#306 - Transfer Return Extension

). The problem is that if extn 10 then doesn't answer the call either, the call just continues to ring and ring ...... until the caller gets bored and hangs up!!! This is despite Auto VMS Cover being assigned for extn 10. Can anyone suggest a way around this?

(Other than connecting an answering machine to the Aux port of extn 10!)

 

[TouchToneTommy]

If you change the Transfer Return Extension #306 for the Voice Mail Ports NOT to go to 10, but to STAY at their own extension numbers, when the call returns from the calling group to the voice mail, there will be no accompanying "mode-codes". The voice mail will answer the call, not know how to handle it, and say "Transferring call to Receptionist" and transfer to Ext. 10. This call WILL cover to Ext. 10's voice mail.

Discovered this by accident when one voice mail port didn't get its #306 programmed, and had to follow the call flow.

 

[x28800]

Excellent!!! I haven't tried it yet, but it sounds promising!! I'm sure that the manuals recommended setting the Transfer Return for VMS to be extn 10, which is why I had it programmed that way .... but then the manuals aren't always right LOL

 

[x28800]

I've tested the solution mentioned, and it DOES work

 

[MattWray]

That was good Tommy! Matt Wray
CCNA, MCP
mwray77518@yahoo.com

 

[foosy]

This does sound interesting. I have a similar (?) situation on which I would like advice:

Have it set so that autoattendant answers, if users selects 0 I have it transfered to a group which rings on both ext 10 and 11. If however no-one picks up (say both receptionists are busy with other calls or not present), it says: "transferring call" then transfers it (I assume) back to ext 10 and continues to ring forever.

I wanted to set it up such that ext 11 or 10 will have call coverage to a group[\b], so that if the receptionists are busy/not there, the phone will ring all extensions in that group for anyone available to pick-up
and then if no-one picked up the call would transfer to voicemail. I was disapointed to learn that partner does not support call coverage to a group. Still looking for ideas how to solve this problem....

 

[TouchToneTommy]

Wow - this thread is 3 years old!

What voice mail are you using? Partner Messaging R6 or R7 may be able to do what you are asking.

The dial 0/timeout is set to go to calling group 2 (Ext. 72) (71 is usually all call and simultaneous page)

Ext. 10 and 11 are members of group 2

The call rings based on the transfer return rings, and returns to the voice mail and is answered by "mailbox" 72, which points to auto attendant no. 2, whose dial 0/timeout is group 3 (Ext. 73)

Group 3 contains your backups for 10 and 11. The greeting for auto attendant no. 2 says something like "please hold on, your call is being transferred", and has all of its selector codes and 0 set to 73.

So now the call is ringing in group 73, goes unanswered and returns to the voice mail, this time to mailbox 73, which is a regular mailbox that answers and takes a message. And, if you want, 73 can be a phantom mailbox that although the outgoing message is recorded in 73, the incoming messages are deposited in another mailbox, such as Ext. 10's.

 

[foosy]

TouchToneTommy - you may be my savior
I called Avaya and asked about call coverage to group- they said it is impossible. I described the above scenario and they did not have a solution and I was surprised because you do run in situations were receptionists are busy or not there...

Now, I will check on Monday which configuration I have. I know it is an R7 (both ACS and VOICEMAIL are brand new, latest release).

If I remember properly I have group 1 (71) to be all extensions with phones, and group 2 just extensions 10 and 11. I do not have group 3 defined and I currently (weekend)do not remember what dial0/timeout is set to. I know I am really looking forward to try out your idea!

 

[foosy]

TouchToneTommy, your idea worked- thanks again. There are however 2 other inconveniences left. Maybe you have the solution for those as well...

1. When operator (0) is selected and group 72 rings (ext 10 and 11), it rings 5 times before it transfers to auto-attendant #2. That is way too long. I tried setting the rings before transfer on ext 10 and 11 to 2 (with #321), but it did not make any difference. Neither did #320. How can I make it transfer after 2 rings ?

2. When autto-attendant 2 answers, it plays my recorded message and than says "transferring call". Would be nice to disable either this message or my message - since the only thing we want from aa2 is to transfer calls to group 73 on timeout. Right now I have a recorded message that says "please hold on" and then there is a pause before it says "transferring call" and proceeds to transfer. If I do not record a message or try to record a blank - it complains about "too short message".

All in all in between the 2 problems above the end result is that it takes a loooong time before we get the phones (in group 73) to ring.

Any ideas would be appreciated!

 

[TouchToneTommy]

The Transfer Return Rings is controlled by #105-X (0 to 9)

The answer by the 2nd auto attendant MUST have some type of a recording, but the shorter the better. The timeout time cannot be changed, althought the caller can press a button to speed things up. And the canned "Transferring you call" cannot be removed.