Extension to which Partner Messaging sends unanswered calls

[OLVtelephoneman]

How do I change the extension to which Partner Messaging R7 sends unanswered calls for transfer extensions? At present they all go to Extension 10. I'd like to change some of the transfer extensions so that if unanswered the caller is sent to another extension than 10. Thanks!

 

[TouchToneTommy]

The "Transfer Return Extension" is #306-XX-NN where XX is EACH voice mail port and XX is the destination extension for unanswered transfers from extensions that don't cover to voice mail.

 

[OLVtelephoneman]

Thanks TouchToneTommy but I'm still confused. The Partner ACS documentation states that if an extension has VMS Cover active, unanswered calls are routed to the voice messaging system rather than the Transfer Return Extension (p. 4-66). On the other hand, the Partner Messaging Online documentation says "If the voice messaging system transfers a call to an extension that does not answer and does not have coverage, the communications system transfers the call to the designated Transfer Return Extension. The call rings at this extension until it is answered. Typically, the Transfer Return Extension is the receptionist's extension, or extension 10.". So if I want unanswered calls to extension 19 (no mail box) to go to extension 11 instead of 10, do I turn on or off the VMS Cover for ext. 19? and do I set the Transfer Return Extension for ext 19 to 11? (It is currently set to 19). Thanks!

 

[TouchToneTommy]

If you turn ON VMS Cover for an extension that doesn't have a mailbox, transfers will return to the voice mail by way of the VMS Cover. When the call gets there, VMS realizes that there is no mailbox associated with that extension, announces "Transferring to Operator", and then will transfer the call to the Call Answer Service Operator, which is Ext. 10 by default.

Since the extension has no mailbox, you shouldn't turn on VMS Cover. Now, a transfer from a VMS port will return to the port that sent it (if you don't change the Transfer Return Extension setting for each voice mail port, i.e. they each point to themselves), so again, VMS sees the call as not having an associated mailbox, announces "Transferring to Operator" and sends it to the CASO.

In your senario, you want Unanswered Transfer Returns from Ext. 19 (and actually for any transfer return from voice mail to an extension without a mailbox) to go to Ext. 11 instead, so you set the Transfer Return Extension for EACH of the Voice Mail Ports (those in Hunt Group 7) to 11.

By setting the transfer return for the voice mail ports, it says "I'm sending this call to an extension, and if it is not answered and doesn't cover to voice mail, send it to Ext. XX instead". That way, it doesn't do the extra step of returning to the voice mail, causing the announcement, and possibly having the voice mail port already engaged on another call when the transfer return gets there (remember, it is returning to a specific port, NOT the hunt group)