Forwarding calls in 3300 Embedded VM to other Extensions & VM's 1

[pichels]

Hi,

I have a situation where a employee is away on medical leave.
This person needs to have their phone(5619) forwarded to another extension(5624) and if that extension does not answer, forward to that user's voicemail(System VM=5900) box, in this case the employee's manager.

Now, the manager is away and has calls forwarding to VM.
By default I setup all VM's in Call Rerouting - "1st Alt assign" to go to VM already.

Can I forward to a user extension and then to their VM with the 3300 Embedded VM?

I've tried call rerouting 1st and second - but it seems to go into VM everytime and I'm not doing something right.

Then, I used Call Rerouting Always Alt. and I think that worked but now the manager is gone! Her phone forwards to VM now and if she doesn't answer it is "not" going to her VM...

I can't setup a speed call and I don't know how to program in the 3300 or utilize any other Features Access Code Assign's on the phone or in the system...

Need further details?
Any help is appreciated, thanks.

SP

 

[kwbMitel]

If I understand correctly, you are trying to 'Break' the retained caller ID of the original called extension to force the call into the Managers mailbox regardless of the called station.

The only method I know of to break this chain is by introducing an ACD Path.

You need to setup an ACD Agent group (pilot number doesnt matter) no agents need be assigned.

The set up a path that uses this group and the only change would be to Enter the managers extension as the "Path Unavailable Answer Point Directory Number"

Route the employee's extension to the path and success.

*******************************************************
Hard work often pays off after time, but laziness always pays off now.

 

[pichels]

Hi KwbMitel,

Ok, being the novice - does setting up an ACD Agent Group mean:

Adding an Agent ID Assignment?
And possibly an agent Skill Group assign too?

But, that doesn't sound right...thinking what you might mean has something to do with "Automatic Call Distribution" or similar?

Where do I find that? Looked in All Forms - can't locate?
Any further hints?

Thanks,

SP

 

[kwbMitel]

Create Agent Skill Group - Required Data, Skill group ID and reporting number (neither number matters)

Create Path - Required Data, Path Number and Reporting number (neither number matters but make note of Path number)

Change Member (path assignment) - Required data, Agent skill group number above and Path unavailable number (mgrs ext)

Call rerouting always assignment - create route to path assigned above.

Call routing assignment, for employee, assign routing for Day, night and night 1 to ID created in always assignment.

TEST



*******************************************************
Hard work often pays off after time, but laziness always pays off now.

 

[pichels]

Hi KwbMitel,

I thought that it was working.
It seems to go to the mgr's extension but still ends up going to the user's VM and "not" the mgr's.

I followed your steps - but it doesn't go to the mgr's VM?
Any ideas why?
Tried two different paths and changed the reporting num too - to no avail.

Thanks for any further input.

SP

 

[kwbMitel]

Try adjusting the Agent group to allow callers to queue when no agents available.

Then, in the Path, remove the anavailable answer point and instead setup an interflow point after 1 second to the managers extension.

sorry but sometimes there's too many ways to do the same thing and I've forgotten obviously which is which.



*******************************************************
Hard work often pays off after time, but laziness always pays off now.

 

[kwbMitel]

I did some research and I found the following tech bulletin regarding directing 1 DID into separate mailboxes for DAY/Night purposes.

Not exactly what you are trying but close enough.

My latest note above to allow callers to queue and use the interflow appears to be the ticket. Sorry for not getting it right the first time. (thanks for the star though)

Here are the instructions:

For the purpose of this example, we will assume that the incoming DID digits are 8604.

Step 1: Create an appearance for DID 8604 in the system, for this example I created Hunt-group 8604

Step 2: Create two ACD paths. In this example I created ACD paths (8840) and (8843). You have to designate one ACD path to be used in day mode, and the other ACD path for night-1 mode

Step 3: In day mode, 8604 is call rerouted always to ACD path 8840, and in night-1 mode 8604 is call rerouted always to ACD path 8843

Step 4: create a fake agent group to use with the ACD paths created in step 2. Make sure to enable “Queue Callers To Group When No Local Agents Are Logged In”

Step 5: Create two phantom appearances in the system (ie, single lines). Make sure to call reroute always those phantom lines to the voicemail pilot number. In this example, I have created two non prime single lines 8400 and 8403 and I rerouted both DNs to the voicemail pilot number.

Step 6: In both ACD paths created in step 2, allow Interflow after 1 second to the phantom directory numbers created in step 5. Again, the idea here is to designate one ACD path to be the Day path and the second ACD path to be the night-1 path.

Step 7: In voicemail create two mailboxes for the interflow points, 8400 and 8403. Set the type of each mailbox to “Menu Node”. Designate one to be the day Menu Node and the second one to be the night Menu Node. Login to each mailbox and record the associated greetings (open and closed greetings for example).

Step 8: Test this setup by dialing the DID number in day mode and in night-1 mode. Verify that the appropriate greeting is played.

*******************************************************
Hard work often pays off after time, but laziness always pays off now.

 

[MitelInMyBlood]

You didn't mention the switch type, but if you're using a DSU node and happen to have a free slot and a DS1 formatter card you can tie the two hybrids together with a crossover cable and make these trunks E&M. Forward the calls to a dummy number that is routed across the E&M span then do a digit mod to absorb the dummy digits and re-insert the desired forward-to" number. The call will come back into the machine stripped of its original callerID info and go where you want it to. No, not as elegant as kwbMitel's idea, but nonetheless functional.

 

[pichels]

KwbMitel,

The second to the last bit actually worked.

"Try adjusting the Agent group to allow callers to queue when no agents available.

Then, in the Path, remove the anavailable answer point and instead setup an interflow point after 1 second to the managers extension."

I tested this and it forwarded to the Mgr's VM as well!
The call came in as my group number of 9998, but as long as the mgr knows who that is...
However, I'll keep in mind if this doesn't hold or has issues to use the last bit you sent and use the Tech bulletin info.
Suppose that holds the caller ID intact?

I appreciate all your help.
Thank-you!

 

[pichels]

MitelInMyBlood,

Yes, we have a DSU node and I think a DS1 formatter board?
Have to check system config.
Gota crossover cable too but not sure of the rest of your instructions.

Sorry not much time around here since I am the "so-called" Mitel Admin..hah!
As well as the Lotus Notes Admin, Windows and Linux Admin, TSM Backup Admin, etc...you get the picture!


Thanks,

SP