Forwarding calls from express VM MLAA to ACD path

[matn11]

Hey fellow Mitel gurus/techs,

I am trying to forward calls on my 3300 to an ACD path when callers press a button inside one of the MLAA menus (as in "press 2 to place a service call" which would send the caller to the service call ACD).

So far, the MLAA config tells me that it will only accept extensions / voicemail boxes as numbers. I can't put the ACD path in it, or a nametag HG with the ACD path as its member.

What am I misunderstanding here?

 

[kwbMitel]

The Menu Node will only allow entries that are mailboxes. You either have to create a mailbox that matches your ACD queue or create a non-matching mailbox with the associated extension matching.

Naturally, this will give you issues if you ever want to route the call back to VM after hours.

My recommendation is not to use Menu Nodes. They have too many issues. Instead, use a phantom ACD Path and Group with a RAD that gives the same options. Then use the dial out of queue functionality to emulate your AA. The phantom Group must allow callers to queue with no agents logged in. A Couple of VM ports can be used for the RAD. Make sure you use ports from the middle. (Not the first or last)



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

 

[tommylux]

I was also thinking about suggesting a ACD path to emulate the AA. You can stick in a interflow timer to route calls to reception or another answerpoint if someone doesnt press any keys after a minute or something.

You can use the Interflow dialing list for that path for your options.

kwbMitel you beat me to it!

 

[Mitelpassion]

however using a phantom path with rad means you can't dial by name or extension.

you can under your voicemail configuration allow transfer to any number (so it doesn't have to be an extension with voicemail) but this puts your system at risk for toll fraud.

 

[kwbMitel]

MitelPassion: A Menu Node does not provide dial by name or extension either.

Allow transfer to any extension will not work with a menu node.

You're thinking top level AA with single digit MB's. not MLAA as requested above.

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

 

[Mitelpassion]

so right Kwb!