Genesys Call Center Needs to Route Calls to VM Direct

[chuck14]

Hello this may sound simple but having issues making this work correctly. We have a Genesys Call Center and I need to route calls to voicemail directly when the Analyst is unavailable. Which they could be on a call or has set themselves unavailable. Our environment is a little different from traditional call center as our staff have both a station, ext. 1234 and a agent login, 5555. The station is the one with the voice mail account. This work great when we were using the Avaya ACD routing but now with the Genesys Routing I can’t seem to get the calls to go to voice mail. Right now I have ext. 3333 setup as a AA in our Module Messaging. If you dial it manually and dial ext. 3333 then ext. 1234 it works great. However, because it is a AA there are pauses which at this time prevents Genesys from routing correctly. Is there a FAC that you can dial without AA in vm that will allow you to then dial the ext. with vm to leave a vm for the correct ext.? I need the caller to hear the Analyst vm greeting then the beep to leave a messages.

 

[chuck14]

to add to the post above. i have a vdn point to a vector that has following command.

01 messaging skill 1 for extension active
02 stop

I can get the call routed to vm but vm transfer it to the ext. instead of the mb for the ext. you enter. I have tweak the settign for extension field in the vector but i get the same behavior.