Forward Hops 1

[lowradiation]

I am working on a 3300 Mxe with 9.0.0.4 software. The customer has a direct line for a department that they want to go to a different mailbox for day and night.

I have the direct line match a speed dial which is pointed at a phantom extension (500). In day mode phantom extension 500 is rerouted always to huntgroup 700 which has 3 key line extensions as members. Huntgroup 700 is then re-routed 1st alternative to a nametag huntgroup (#501). Nametag huntgroup #501 is rerouted always to voicemail (goes to mailbox 501).

Night mode 500 is routed always to voicemail (goes to mailbox 500) - this works fine.

Problem is when i call 500 during the day it does not forward the 3rd hop to mailbox 501. If i call huntgroup 700 it will forward the 2 hops to mailbox 501 ok.

In system options the number of call forward/ reroute hops is 8 (default is 2)

Any ideas?

 

[UncleRalph]

I'm thinking the problem is that you can't reroute a reroute.

You may have to try in day mode, rerouting 500 to a dummy ACD path that interflows after 1 second to 700. My thought is that way the reroute timers will kick back in.

Ralph

 

[kwbMitel]

Your setup is incorrect.

700 does not need the reroute on 1st alt, 500 does.

It is a common misperception that the reroute is governed by the device that is ringing. As 500 is the first device to ring, it has control of the call for Always, 1st alt and 2nd alt.

Call flow works thus:

-Call to 500
-Always reroute to 700
-If unanswered follow 1st alt of 500
-if still unanswered follow 2nd alt of 500

Note:If no first alt of 500 the system may follow reroute of 700 (as in your case) but results are inconsistant as you have found. It also usually requires the timer to expire again.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[lowradiation]

Talked with Mitel tech support and you can reroute a reroute twice but not a third time.

kwbMitel, I'm a 3300 noob, I didn't know that it will still follow the original extensions 1st alternatve. I will give that setup a try. Thanks

 

[kwbMitel]

Thanks for the star.

It occurs to me that using forwarding for the last hop of the Nametag group instead of routing might also solve your problem.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.