huntgroup night fallback and voicemail issues

[mmy1981]

Hi,

a client who already have an IPO500 installed asked for some config changes and I had some issues the way it was programmed already.

one DID (I'll refer to it as 1) goes to HG "A". Some users in it, no VM, queue enabled, night fallback backup = HG "NightMessage".

HG "NightMessage" = empty, with VM, no queue

When HG "A" is in night mode, calls receive a personal recorded voicemail saying the offices are closed. The client claims this is the VM from "NightMessage".

I think this is the VM playing from HG "A", because the call is intended for HG "A", this one is in night mode so it goes to "NightMessage". However, this one is empty, so it can't be reached. So the call should go to VM from "A" or receive busy tone (but HG "A" has no VM, so I should get a busy tone?)

I didn't have access to the SSA at the clients place, so I can't be sure wich VM was accessed. In a testing environment, VM from "A" was accessed.

Ok, another DID (2) is routed to HG "B", some users in it, no VM, no night fallback. When "B" is in night mode, I receive busy tone (this seems normal - backup group cant' take my call, so I go back to the first HG).

I changed the night fallback in "B" to "NightMessage". Now, I receive the VM from "B" (in the testing environment).
This is strange again, since VM isn't checked for HG "B".

When I disable VM from HG "NightMessage" I also receive a busy tone.

I really think the VM is targetted from the first group (A and B) instead of the VM from "NightMessage". An already configured shortcode confirms this, there's one Voicemail Collect shortcode for the HG "A".

However, VM isn't activated on these groups. So VM isn't really allowed?

Anybody knows
1) why the VM from HG A and B are accessed
2) is there a way to forward it to one VM message? If not the client has to record the message on all of the HG's. (I know I can forward it to a HG with an external answering machine, but that's not an option for now).

Client has an IPO500 R4.2 with embedded VM
I dit the test with and IPO406 R4.2 + VM lite + embedded VM and and IP500 R6.0 with VM pro

 

[tlpeter]

You need vmpro for this.
it will always use the original destinations vm

Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

Sarcasm, it's only one of the services I offer.

 

[amriddle01]

Indeed, that's the way it's worked for a long time and it makes sense, you can get around it using a phantom user forwarded to a shortcode set to push the message into te desired groups mailbox but that's dependant on how the groups are set to ring etc

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

 

[mattKnight]

I often used to program systems like this - when the customer wants a night message, but no voicemail during the day.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[IPGuru]

V3.2 & prior would send the call to the VM for the original group if the original group have VM enabled, otherwise it would go to the VM of the fall back group.

As this was confusing it was changed in V4 so that the VM would always go to the originating mailbox regardless of the setting of VM.

For once I think Avaya made sensible call on this one.

Remember the VM setting does not create a mailbox it enables VM as a final destination

All users & groups have mailboxes (even RemoteManager & nouser!)

 

[Westi]

or create the leave point of the originating group and send it to leave mail in the mailbox you like.
But I feel your pain with this it has caused a many people to get confused including me when they changed it.

Joe W.

FHandw., ACSS

insanity is just a state of mind

 

[amriddle01]

It's embedded Westi

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

 

[hairlessupportmonkey]

the virtual user forwarding to a SC pointing back into VM is the only way for embedded....

 

[mmy1981]

Ok, thanks for the answers. I knew the call would go back to the first party. But didn't know it would hit the VM, even if disabled.