How to setup voicemail on an ACD number? 1

[konai]

I need to setup voicemail on the following ACD. I also need to setup a message on the same said voicemail or to setup a message through MIRAN.
I have accidentally set the FRRT to one of the messages we have on another ACD. Can someone please tell me how that is removed?

REQ  prt
TYPE acd
CUST 0
ACDN 6004

TYPE ACD
CUST 0 
ACDN 6004
MWC  NO  
DSAC NO  
MAXP 15 
SDNB NO  
BSCW NO  
ISAP NO  
AACQ NO  
RGAI NO  
ACAA NO  
FRRT 11 
FRT  
SRRT 
NRRT 
FROA NO 
NCFW 
FNCF NO  
FORC NO  
RTQT 3 
RTQO NRD
SPCP NO  
OBTN NO  
RAO  NO  
CWTH 1 
NCWL NO  
BYTH 0 
OVTH 2047 
TOFT NONE
HPQ  NO 
OCN  NO  
OVDN    
IFDN 
OVBU LNK LNK LNK LNK 
EMRT 
MURT 20 
RTPC NO  
RAGT 4 
DURT 30 
RSND 4 
FCTH 20 
CRQS 100 
IVR  NO  
OBSC NO  
OBPT 5

 

[tgoldsmith]

At the FRRT prompt type X11

 

[konai]

I think NCFW will do what we need but need some help to understand how this works. If I create a phone to forward to (without actually putting that phone anywhere) then set NCFW to that phone that I created for the purpose of having voicemail.

 

[StanleySteamer]

Make NCFW the number for your voicemail.
Then create an announcement or mailbox in the voicemail for the ACDN. No need to have a phone.

 

[tgoldsmith]

The NCFW treatment occurs when there is no one logged into the queue. This should be the voicemail pilot number. You do not need a phone programmed in the queue for the NCFW to work. You can also use phantom 500 TN's and FTR DCFW them to voicemail.

 

[konai]

Is there a way to set it up where it goes to voicemail no matter what at 3 rings? Regardless of the login state of any of the queue members.

 

[tgoldsmith]

If you want the caller to get voicemail if agents are logged in but do not answer in a specific amount of time. Try TOFT (Timed Overflow Threshold) and OVDN the overflow DN (voicemail) IFDN may need to be set up depending on how voicemail DN is programmed.

 

[konai]

I am getting an error SCH5305 cannot define a CDN as OVDN when I try to assign the voicemail DN as the overflow dn. Any help with this is appreciated.

REQ  chg
TYPE acd
CUST 0
ACDN [the acd number]
MWC  
DSAC 
MAXP 
SDNB 
BSCW 
ISAP 
RGAI 
ACAA 
FRRT 
SRRT 
NRRT 
FROA 
NCFW 
FNCF 
FORC 
RTQT 
RTQO 
SPCP 
OBTN 
RAO  
CWTH 
NCWL 
BYTH 
OVTH 
TOFT 15
HPQ  
OCN  
OVDN [the voicemail dn]
SCH5305 
OVDN

 

[telebub]

Rather than the CDN, try the pilot ACDN of the CallPilot ACD ports.

 

[konai]

How can I determine the pilot ACDN? I am still learning this system and appreciate your help very much.

 

[telebub]

Print one of the CallPilot Ports in LD 20. Key 0 will show you the ACDN they belong to.

 

[konai]

I set the OVDN to 4444 and the toft to 8 and I can hear a transfer at about 8 seconds, but it still rings continuously after that point.

DES  VMAIL2
TN   020 0 00 01 
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0 
FDN  
TGAR 1 
LDN  NO
NCOS 0 
SGRP 0 
RNPG 0 
SCI  0 
SSU  
XLST 
SCPW 
CLS  UNR FBD WTA LPR MTD FND HTD ADD HFD 
     MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
     POD DSX VMD MMA CMSD SLKD CCSD SWD LND CNDD
     CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD 
     ICDD CDMD LLCN MCTD CLBD AUTU
     GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD 
     CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD 
     DDGA NAMA 
     DRDD EXR0 
     USRD ULAD RTDD RBDD RBHD PGND FLXD FTTC MCBN 
       
CPND_LANG ENG
HUNT 
PLEV 02 
SPID NONE
AST  
IAPG 0 
AACS YES 
ACQ  AS: TN
ASID 16 
SFNB  1  2  3  5  6  9  10  11  12  13  15  16  17  18  19  21  22  23  
SFRB  
USFB  1  2  3  4  5  6  7  8  9  10  11  12  13  14  15  
CALB  0  1  2  3  4  5  6  7  8  9  10  11  12  
FCTB  
ITNA NO  
DGRP 
PRI  01 
MLWU_LANG 0 
DNDR 0 
KEY  00 ACD 4444 0  4601
         AGN 
     01 SCN 4701 0     MARP
        CPND 
          NAME ~SYSTEM
          XPLN 13 
          DISPLAY_FMT FIRST,LAST
     02 MSB 
     03 NRD 
     04 TRN 
     05 AO3 
     06     
     07

 

[telebub]

I know this method worked with Meridian Mail but I've never had any luck getting it to work with CallPilot. I read somewhere that this method worked when using the Pilot ACDN of the CP ports but apparently not.

 

[konai]

I am still having no luck with this. If someone else has any input it is greatly appreciated.

 

[telebub]

I see you also posted this in the CallPilot forum. I'm assuming you don't have Contact Center? You could do it with that.

 

[konai]

I have only what information I was given before the previous tech quit .. which was enough to make moves, changes and removals from the phone system. What do you mean by Contact Center? Is that a paid for support option?

 

[telebub]

It's an Avaya S/W suite that's loaded onto a server and provides skill-based routing as well as supervisor management tools such as reporting and displays.

Log into your system and go to LD 48. Enter command:

.STAT ELAN (press return)

Do you have 1 or 2 ELANs built and active?

 

[konai]

This is what I get when I do the STAT ELAN.
ELAN #: 16 DES: cp
APPL_IP_ID: 137 .135 .128 .200 LYR7: ACTIVE EMPTY APPL ACTIVE

We don't have anything from avaya since the system has not been upgraded since before I started working with it.

> ld 22
PT2000

REQ iss

VERSION 3221
RELEASE 3
ISSUE 00 + DepList x210300_cpp

IDLE_SET_DISPLAY NORTEL

Thank you for responding.

 

[telebub]

You do not have Contact Center so I'm out of ideas.

 

[konai]

We have an announcement setup on one of our ACD lines that plays after about 20 seconds. If I could figure out how to get a similar message indicating a phone number to call to leave a voicemail that would help tremendously. I know how to assign a message through miran manually, but I still have some issues that need to be worked out.

How can I determine how many channels I have available to use, and how can I setup a RAN on one of those channels for an ACD so that the end user can have their recorded message play AND be able to change the message if they need to?

I have figured out that if set RTQO to MSB and set NCFW to voicemail it will go to voicemail after 4 rings (RTQT set to 4) but only if no one is actually active in the queue (i.e. not talking on the phone) does this work. This is not an option I like, but right now it's the best option I have.

Thank you again for your response.