Forward on no answer ignored, straight to voice mail 1

[Rixy]

Hello All,

I've got a problem that is puzzling me to no end. I have been working on Avaya IPO's for approx 2 1/2 years but my knowledge is full of holes.

I have multiple users with 3 call appearances, voicemail is on. The users have asked for any calls to their other appearances whilst they are off hook to go to some kind of overflow.

What i have proposed is that their extensions overflow to a huntgroup, which contains 2 dummy extensions. These extensions are just used for the purposes of call appearances that i can then put on every's phones as an "overflow" line. I have programmed the huntgroup to be targeted as forward on no answer/busy. However, when i test this, it appears that the call just goes straight to the users voicemial when the NAT expires.

My assumptions on this were that the IPO looks to the forwarding settings first before resorting to voicemail. However, this doesn;t appear to be happening.

Can anyone point me in the right direction?

Thanks in advance.

Rixy

 

[AACon]

Call appearances are based on the physical phone. You cannot use call appearances from phantom users, they will be shown as NA. And yes, it looks for Fwd N/A, then goes to VM. As the HG does not ring anyone, it goes to VM.

More than likely, if they are busy, they are probably just using their first call appearance. You could apply the 2nd call appearance to someone's phone.

The other option is to put a Coverage Appearance on another phone for the user you're covering. Then change that covered users individual coverage time to something like 1 second. That would cover all CA's.

-Austin
ACE: Implement IP Office
Instructor of the stars.
Those that can't do, usually call me.

 

[Bas1234]

ticked the option FWD on HuntGroup calls on the user?

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[Rixy]

Thanks to you both.

AACon, that would be why it is failing. unfortunatley i've been doing a lot of mitel work recently and as such appearances work in a different way so that they can be on a "key phone" for instance.

IOnitially i did look at coverage appearances but the problem is that i have 8 users that want to see each other. they all have 3 appearances and that would mean 24 keys. they all have eu24 units but they have already realised that filling them up with eachother's lines is counter productive. and it would mean that they are at their limit of keys already.

i'm thinking of just using an overflow group with all other extensions in it. Or, just a call pickup members key, but there is no visibilty when someone's phone is ringing as far as i know when you use pickup groups.

Unless i am wrong?

Thanks again to you both

Rixy

 

[hairlessupportmonkey]

How about just busy NA forward to a HG with the covering members - or create some specific pickup groups.

ACSS - SME
General Geek

 

[Rixy]

cheers Hairless,

They were the other ideas that i put to them, but the pickup groups rely on you being inthe same room as the phone that is ringing (as far as i know). There's no visual indication on the call pickup key if a members phone is ringing is there?

Regards

Rixy

 

[hairlessupportmonkey]

how about using Phone Manager and its BLF features?

ACSS - SME
General Geek

 

[Rixy]

The client would like to keep it isolated to the handsets rather than software on the PC's as well.