Fwding calls to VM from IP console

[PureChimpie]

MCD 5 SP2 PR2

I recently did a digit change from 3 to 4 digits. Customer uses embedded VM so they lost all their mailboxes (planned) and re-recorded all personal greetings etc. When the IP console forwards a call to a users VM box they are getting the following

System: Please enter mailbox number to leave a message for

Console or IP set: Enter's mailbox number eg 1234

System: You have selected "name" eg "Test 1" Begin speaking after the tone then hangup when you finish, or press any key for further options.

The customer is saying that it should be playing the users's personal greeting and not the automated greeting. The help files indicate that they are correct, see below:

Operator Transfer to a Mailbox
Allows an operator to transfer an outside caller to a specified mailbox where the caller will immediately hear the subscriber's personal greeting and will be prompted to leave a message.

I can't find anywhere to invoke this, I have been looking at VM feature codes, but still can't crack it!!

Any ideas?

 

[AlphaMann]

How is the operator transferring to the voicemail? Sounds like they are transferring in a way that bypasses the personal greeting. ie Operator is dialing into VM, then entering a mailbox number to leave a message for.
What happens if you call an extension and voicemail picks up? Does it play the recorded greeting?

 

[kwbMitel]

Did it work before?

What exactly was done if it did?

What if anything is done differently now?

There are many ways to accomplish this, guessing is hard

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

 

[PureChimpie]

The operator is just using the VM key on the console keypad, same as before. This just dials the VM HG and then dials # to leave a message in the mailbox. It's also the same if you dial from an IP handset.

Apparently it use to play the users personal greeting, as opposed to just the name and default message it plays now. I have tried this on 3 different sites over the last few days and always get the same, name and default message, no personal greeting.

 

[kwbMitel]

My expectation would be the same. This is the way the embedded has always functioned

There are numerous solutions however. Which one applies depends on how knowledgeable you are with your system and how many staations there are.

Limited knowledge solution:
Press VM key (system will prompt for you to enter your mailbox number
Press * then * again
Then press # + MB and you will hear the greeting

thread1329-1716228

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

 

[AlphaMann]

what version of mcd are they running?

 

[AlphaMann]

Sorry just caught it. Never Mind.

 

[PureChimpie]

I think my problem will be that the customer is so adamant that this feature worked with a single VM key press, adding additional complexity with *'s will not be acceptable!! I may need to log with Mitel to get a definitive answer on how this should function.

 

[PureChimpie]

Thanks for the contributions and see response from Mitel:

Last Troubleshooting Note:
I just tested this in the lab on a rel 6 system and that's exactly what I get - name followed by "please leave a message after the tone". So it would appear to be correct operation. If you go direct to the mailbox via the VM HG, fairly certain, that has always been the case. You only get the greeting if the call has been forwarded to VM, e.g dial the extn which has call forwarding/rerouting to VM

 

[LoopyLou]

Release 6 has that new feature for direct transfer to mailbox so that would not be the best test envirment for them to use since you say that your have MCD 5. From the MCD 5 console help files.

Transfer a call to a voice mailbox
The Voicemail key on the console keypad allows you to transfer calls directly to an extension user's mailbox. You can use the key for transferring recalls only—that is, calls returned to the console because the extension went unanswered.

You can also use the Voicemail key to call the Voice Mail system directly; however, after pressing the Voicemail key you must manually enter the Voice Mail box number. The digit required (#) to trigger the Voice Mail system to prompt for a Voice Mailbox number is entered automatically.

To transfer a recall to a voice mailbox

Press Voicemail.


The beatings will continue until morale improves.

 

[AlphaMann]

I see two options that you could use then. First like LoopyLou mentioned you could take the system to mcd 6 and the transfer to voicemail feature has been expanded with call coverage service there.
Second you could create a trusted phantom device with dual pkm's. On the keys of the device create a line appearance of all your extensions proceeded by # (as long as you are not using # alone as a system feature code or speedcall, etc). Example for extension 1234 create a key #1234. Then in call rerouting, reroute always this new "extension" to voicemail. The embedded voicemail will ignore the # and therefore forward it into mailbox 1234. Now the console user can transfer a call to #1234 instead of using the voicemail key and it should play the greeting for the mailbox.

 

[kwbMitel]

I'm not 100% sure on this but I suspect that if the console key is programmed to ring a station that is routed to VM and does not have an associated VM box then the VM will answer with the main Auto-Att instead of "please enter your mailbox"

Entering # + Ext from the main Auto-Att should give you what you want.

Otherwise, Alphaman's solution will work but it requierd a change in operation by the attendant. faq1329-6963

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

 

[PureChimpie]

Appreciate all your feedback guys.

The customer has come back to me and informed me that this was an error on their side! The main reception lady has returned to work and confirmed that the fwd to VM is working as before, unbelievable! I have had a look at the MCD 6 update course again, and it looks like the feature is def available then. I have informed the customer this available on their next MCD upgrade.