Modular Messaging 5.2 Exchange backend, when callers use the names directory to locate a user and select that name, Modular Messaging is transferring callers to voice mail box instead of ringing the telephone set. I have looked through the VMSC TUI tab but i cannot find anything about the type of transfers being made (like the intuity -Call Answer mailbox answers, Transfer the telephone set rings) customer would like the telephone set to ring. At first names directory wasn't working and when i checked i found the names tab was set for email address, i changed this to last name first name and now names directory is working but it sends callers to mailbox and customer wants it to ring the phone.
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Names Directory Exchange backend MM5.2 - callers being sent to mailbox
- Thread starter tele234
- Start date
kepetersen
Technical User
In the VMSC, Telephone User Interface, General tab is the Automated Attendant checked/unchecked?
Generally if Unchecked this will route calls to the mailbox and won't ring the phone.
The default setting is to have this box checked.
Generally if Unchecked this will route calls to the mailbox and won't ring the phone.
The default setting is to have this box checked.
- Thread starter
- #3
Are the callers connecting to a caller app or to the main menu of MM? If you call the main # for MM can you transfer to extensions, without using the dial by name feature?
Either your callers are hitting a caller app that is of menu with mailbox type or the MM system can't call out or transfer.
Either your callers are hitting a caller app that is of menu with mailbox type or the MM system can't call out or transfer.
- Thread starter
- #5
callers are answered by a vector in CM 5.2.1 and from vector have four options, if they know the extension they can dial the four digits and CM transfers them to extension. Options 1, 2 or 3 is sending callers to different departments. Option 3 is the names directory in MM / Exchange backend and they spell the last name. No caller app being used. This has SIP trunking two-way
Unless your CM is hitting the * key once the call is connected to the main number for MM there is no way to get the call directly to the dial by name feature unless you use a caller app.
In any case, do typical transfers function from MM, not using the dial by name feature?
In any case, do typical transfers function from MM, not using the dial by name feature?
- Thread starter
- #7
OK since vector is looking for four digits the announcement tells callers 1#, 2# and 3# - this sends the caller into MM, now i just tested with *T after voice mail box answered and the *T was answered by the mailbox so now i need to figure out where i change this to allow transfer to extension and not mailbox.
Try transferring from the main menu of MM, not necessarily from an answered mailbox. It really sounds like the AutoAttendant function of MM is not turned on. You can try turning that off, then waiting 5 minutes and try turning it back on to see if that does anything for you.
When you try to do a transfer what does the operational history show you it is doing? Does it show it is trying to make the outcall for the transfer?
When you try to do a transfer what does the operational history show you it is doing? Does it show it is trying to make the outcall for the transfer?
- Thread starter
- #9
OK i have disabled and AA waited 5 minutes and enabled the AA - operational history viewer: Start Caller App: Namess Dir, version:1 Caller App entering Node: node_00001; Name: Names Dir
Caller App returning to Auto Attendant
End Caller App: Names Dir, version:1
Statement 194 played
Statement 185 played
DTMF was recieved, key press was 7
DTMF was recieved, key press was 4
DTMF was recieved, key press was 2
DTMF was recieved, key press was 3
DTMF was recieved, key press was 3
Timed out while waiting for DTMF events
Statment 201 played
Statement 197 was interrupted by a DTMF
DTMF was recieved, key press was 1
Statement 96 played
Cleared DTMF buffer
Transfer to extension 5322 has been requested
Initiate transfer () was requested
GetCall () was requested
Incoming call due to a ring no answer confition for extension 5322
Then voice mail answers
Caller App returning to Auto Attendant
End Caller App: Names Dir, version:1
Statement 194 played
Statement 185 played
DTMF was recieved, key press was 7
DTMF was recieved, key press was 4
DTMF was recieved, key press was 2
DTMF was recieved, key press was 3
DTMF was recieved, key press was 3
Timed out while waiting for DTMF events
Statment 201 played
Statement 197 was interrupted by a DTMF
DTMF was recieved, key press was 1
Statement 96 played
Cleared DTMF buffer
Transfer to extension 5322 has been requested
Initiate transfer () was requested
GetCall () was requested
Incoming call due to a ring no answer confition for extension 5322
Then voice mail answers
You are definitely hitting a caller app. The caller app is probably set to menu with mailbox. If you want the functionality to have it transfer to extensions it should be set to menu with extension.
If it is set to menu with extension but just not actually outcalling it looks like you will need to trace the SIP side to see where it is failing.
Is there a number that goes to MM that doesn't integrate to a caller app or mailbox? If there is, try calling it, hitting the main menu of MM and then try to transfer to an extension. If this basic form of transfer does not work then transfers from the caller app will not work as well.
Bottom line is make sure the transfers work from the main menu of MM before working out the transfers from the caller app.
If it is set to menu with extension but just not actually outcalling it looks like you will need to trace the SIP side to see where it is failing.
Is there a number that goes to MM that doesn't integrate to a caller app or mailbox? If there is, try calling it, hitting the main menu of MM and then try to transfer to an extension. If this basic form of transfer does not work then transfers from the caller app will not work as well.
Bottom line is make sure the transfers work from the main menu of MM before working out the transfers from the caller app.
- Thread starter
- #11
it seems my programmer had this problem for a little while and once i showed her what was stated here this is how she replied:
THE AA TEST FAILED AS WELL AS THE NAMES DIRECTORY, SO I MADE A PROGRAMMING CHANGE AND IT WORKED.
IN VMSC – PBX – TRANSFER/OUTCALL TAB: I UNCHECKED THE ENABLE EHANCED SECURITY FOR OUTGOING CALLS.
I have verified this is now working so thanks to all who helped.
THE AA TEST FAILED AS WELL AS THE NAMES DIRECTORY, SO I MADE A PROGRAMMING CHANGE AND IT WORKED.
IN VMSC – PBX – TRANSFER/OUTCALL TAB: I UNCHECKED THE ENABLE EHANCED SECURITY FOR OUTGOING CALLS.
I have verified this is now working so thanks to all who helped.
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