External calls not routing to ACD path unavailable voicemail box

[wlpmitel]

Here is the scenerio:
We are using a 3300 with Embedded VM at this site. Just this past week, I have two new ACD paths at the property:
When all agents are logged in, no problems - everything works perfect. When all agents are logged out, the path unavailble number is set to a voicemail box only that we set up (not a set). All internal calls immediately route to this box,hear our custom recorded message and it works how we want it, however all external numbers calling in (the 800 number which is tied to a local DID, etc.) get the message thank you for calling, if you have a touch tone phone you may enter....(the generic message), or the person you are trying to reach is unvailable.
I have checked the call re-routing table, the DID and CO TIE, etc and tried to fix this with no success.
Someone please help - been on this for days trying to figure this out!!! Thanks.

 

[Waldosworld]

If you have a spare port on the embedded analog board create an extension same as the mailbox number.
Another option is create a key appearance on a set or pkm not required to be installed.
Program a call reroute always alternative to voicemail.
Program rerouting of extension to always alternative.

 

[kwbMitel]

the 3300 is very particular on how it integrates with VM and ACD queues definitely muddy the waters. I've had your issue several times and there's no simple answer to why it works the way it does.

The simplest solution is to eliminate the guesswork on integration and force the issue. If you are simply going to a mailbox and taking a message, this will work. If however you are going to a menu then a different solution must be found.

faq1329-7197



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

 

[wlpmitel]

Thanks to both of you who helped...still having issues and so is my vendor..kwbmitel - I tried your advice and actually set up a hunt group with nametag and it worked except- I want all my agents (6 desks) to see a MW indicator on their sets and after reading into this and some other threads it looks like that is another workaround - I tried that and it didnt seem to work.
So, the hunt group is great - but now the MW on 6 sets...any quick solutions?
Thanks again!

 

[kwbMitel]

Instead of using the hunt group, create a keyline with the same DN. Then you'll be able to set the MWI on 6 sets.

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