Generic Voicemail for multiple Paths/Answepoints

[tommylux]

Hi.

System: 3300 embedded advanced embedded voicemail running V8 software.

I’m trying to send calls to a single voicemail box. For example, the IT Department would have a path. When the path is closed, calls can be sent to the IT Voicemail box. Should the path be open there is a RAD message, then the call interflows to a second path, (a decision path), When open, the call goes down a Auto Attendant mailbox which allows us to put service messages on.. "We are aware of the problem, Please press 1 to continue, or 2 for Voicemail" (this is done as an auto attendant rather than a RAD because it’s easier to change the temporary greetings.)

Should the caller press 2, we like it to go to the same IT Voicemail. Another scenario would be, should all agents be out on a call (i.e., Logged out) Calls could go to the Voicemail box.

I have been able to force the system to choose the correct mailbox by creating 1 dummy phone with a "key system" key appearances. I created a mailbox for this key appearance and set the call rerouting always to voicemail. I am now able to call the DN, which takes me to the correct Voicemail box to leave a message.

Should I put this number in my answerpoints for paths, the Voicemail box is not found (as the system has reached voicemail, its looking for path number as the voicemail box).

To overcome this, I set up a new dummy path, which has an interflow to the voicemail number after 1 second. The system thinks its a new call, and you are presented to the correct mailbox. This works for most occasions.

Should the call hit a "path unavailable" and should the call go through to a voicemail port, the number presented is the original path number, despite the call went through a dummy path wich interflows to voicemail.

Apart from this, I have two sets of all the paths on the system (one for the greeting message, the second for the agents), Our 6100 controls the greeting paths and individual voicemail is set up, but on our agent paths it would be ideal if the answerpoint was a generic "There is a fault, please leave a message" Rather than setting up a mailbox for each agent path (which would be hardly used and a pain to monitor)

Any ideas?

 

[tommylux]

Maybe my query was a bit complicated;

When forwarding calls to voicemail, is it possible to fool the system to think its a fresh call, therefore, it goes to the correct mailbox.

The problem i'm having is that calls go to the wrong mailbox after the call has gone through various paths. (It tries to find the first number)

 

[kwbMitel]

Check the FAQ page, there are instructions on how to manipulate voicemail integration by using dummy ACD queues.

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

 

[tommylux]

Are you refering to FAQ:

http://www.tek-tips.com/faqs.cfm?fid=6802

?

Havent used Interconnect Restriction and Intercept Handling before.

I was wondering if i was able to set up an IP loopback, would this loose the call data and the 3300 would see this as a fresh call?

How would I go about doing this?

 

[kwbMitel]

Sorry no,

I didn't know how to link to the FAQ

faq1329-6743


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

 

[tommylux]

Yes, I think this would work. I could use the night service to Call reroute to a different path. This would probably work because the call doesn’t hit a Path unavailable then have to use the Path unavailable answer point for the voicemail box.

I might try this actually, Its a shame though because there are only 3 services, therefore, I couldn’t do a similar scenario for other paths but I think it will do what I need, thanks for pointing this out.

Alternatively, I think it can be done with IPTrunking still, but I don’t know how this is done.

All the best.