IP500 Embedded Voicemail Auto Attendant (6.0)

[StatusCue]

I have two issues with the embedded auto attendant I'm trying to resolve.

1. The user wants the incoming call to first ring at the main (collective call waiting) hunt group. If this group does not answer after 15 seconds, the call should overflow to the overflow (collective) hunt group. If no one answrs that after 15 seconds, the call should be answered by the embedded auto attendant (set as the fallback in the incoming call route). Unfortunately, what keeps happening is the call will try the main hunt group, bounce to the overflow hunt group and then go back to the main and then back to the overflow in a circle and never go to the auto attendant.

2. I want the auto attendant to have options to call particular cell phone numbers outside the system. I've set shortcodes and have them dial 9-1-XXX-XXX-XXXX and assigned these shortcodes to the embedded auto attendant but the call does not go through.

Any help with both of these issues would be greatly appreciated.

 

[amriddle01]

1)That's not what that fallback is for, you need to add another group to the first groups overflow list that contains a phantom/virtual user forwarded to the attendant

2) Be careful with this one, you could be opening yourself right up to toll fraud, how exactly is this setup i.e what actions etc

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[hairlessupportmonkey]

1) How have you got the forwarding in to the AA? you will need to put the overflow HG into sequential and have a VU then forward to the SC then the SC dials your AA

 

[StatusCue]

1. I've tried the scenario with the Forwarding and it did not work. I setup a virtual user with an unconditional forward to a shortcode that calls the AA. I then Setup a hunt group containing only this user and set it to be the overflow on the hunt group which overflows from the main hunt group. The intention is 15 seconds of ringing with the main HG, 15 seconds with the overflow HG, and then an overflow to the AA. I tried internally dialing the shortcode, the virtual user's extension and the hunt group the virtual user was assigned to. all gave me the AA, however, the incoming call did not work. it just cycled between the main HG and the Overflow HG back and forth.

2. The user currently has this setup on their old phone system. the call is presented with "press 1 for an after hours emergency" then press 1 to get john on his cell phone, press 2 to get bill on his cell phone...etc.

 

[amriddle01]

1) It does work if you do it correctly, not forgetting you need the group to be sequential/rotary and you need to tick forward huntgroup calls and also that group goes in the original groups overflow list NOT the 1st overflow groups list.

2) Shortcodes don't match against other shortcodes so don't add a 9 if you send the calls straight to line.

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[amriddle01]

To clarfy point 1) with the phantom user being in the Digital group overflow should be like this:

Not the group with the virtual user (Digital Group) added into overflow targets (Analogue group) overflow list

ACS - IP Office Implement

"What the Crocodile Hat....was that?