No MWI light when logged in as agent

[jwrusso]

Hi! I am from the old Audix days where if you add the agent ID as a secondary extension in Audix, the MWI light works whether or not the agent is logged in or not.

In MM, I am unable to achieve the same results. I have added the agent ID as the secondary extension. But the MWI light only comes on when the agent logs off the phone. As soon as an agent logs on, the light disappears until they log back off.

I have changed the voicemail box to have the agent id as the primary and the station as a secondary, but this works the opposite way. The MWI light only shows if there is an agent logged in.

How do I get this MWI light to stay on no matter if there is an agent logged in or not, just like the Audix system used to do.

My MM version is 5.2 and we are using a SIP trunk between CM and the MM system with an SES server in between.

 

[KenMeans]

It is not the MM that is doing this but the SIP adjunct. The MM just turns it on and off. It s up to the CM /SES to make sure the light is on.

I assume you changed the set MWI type to SIP adjunct?

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[jwrusso]

I sure did. All the station are set to SIP-adjunct.

The funny thing is we have a strange setup for our main call center agents where they have a DID VDN that goes to an adjunct routing step which sends the call to another VDN and queue to a skill that the agent is logged into. SO for voicemail they are setup with their DID VDN as the main mailbox number and their agent ID, station extension and the second (flow) VDN set as secondary extensions. This setup works fine and lights the MWI light on the phone with no problem. We did have to put the DID VDN in the station form under the "Message Lamp Extension" field, but it works fine.

Now the simpler, more common setup where an agent logs into an agent ID and gets calls via the hunt groups does not allow the light to light if the agent is logged in. If I change the mailbox to the agent id and the station as the secondary, then the MWI only lights when the agent is logged in. And this later method forces the agents to use their Agent ID to retrieve voicemail as opposed to their extension.

Audix this was really simple. Create the voicemail box with the agents extension and set the agent id as a secondary extension. The MWI would light no matter if the agent was logged in or not.

 

[KenMeans]

Yes but Audix was not using SIP and that is the real issue in this case.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[jwrusso]

Hey thanks for the responses Ken! Would you know what I should look at on the SES? I do have Voice Portal IVR also using the SES so the mapping priorities are set higher for the Voice Portal extensions and the mappings for the voicemail extensions are in a range (5xxxx and 7xxxx are our extension ranges). So the entry for them should cover my agent id, extensions and VDN's as they all eithee start with a 5 or a 7.

 

[AtAvaya]

Please review

https://support.avaya.com/kb/ext/

SOLN102133 which may help resolve this issue. This is really a feature of CM, not MM. Setting the Messaging Lamp extension should allow the MWI to be lit for both the physical extension as well as the agent ID.

 

[jwrusso]

This link addresses a different issue than what I described.

My issue is if I set the MWI light to agent ID, when user logs off there is no MWI light. If I set it to the station extension, when the agent logs in with agent id, the light goes out.

Neither settings leaves the light lit all the time (whether agent is logged in or out) if there is an "unread" message in the voicemail box.

 

[kepetersen]

Have you validated that the SES, CM & MM all show the setup for the extension to light the lamp?
On the MM, is the agent-ID setup as a secondary extension to the actual mailbox?

 

[jwrusso]

Yes I have the Agent Id setup as a secondary extension in MM. I have checked the SES, CM and MM and everything looks great. I am wondering if there is a setting on the MAS MWI application. There must be a way for me to tell the system not to let the agent id override the MWI light.

 

[KenMeans]

The MM is not letting that happen it is the interaction of the cm with the agent thatbisnturning the light out.

The MM is not turning it off but the phone is being put into a mode that will jotnallownit to be seen by the SIP adjunct I just don't know how tomget around it at this wish I did.

Have you tried adding a mwi light to the set for a ext number that is not an agent to see if it stays on?


Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[jwrusso]

Thanks for replying and helping out!!

Yes I have. In fact I have agents with a much more complex setup functioning properly. The simpler setup is failing.

The more complex setup is the agents DID is set as a VDN and each agent has their own skill. We also have the VDN pointed to a vector that calls a call router application which then sends the call to a different VDN for the agent. This VDN points to a vector that queues to the individual agent skill. So in this setup there are FOUR extensions programmed in MM. The VDN DID is the main voicemail number. The station, agent ID and second VDN that queues to the agents' individual skill are all set as secondary extensions. Then on the station form in the PBX, the "Message Lamp Ext" is set to the DID VDN. This works and keeps the light lit no matter what.

Now the simpler, more common setup, where an agent has a station and an agent id and the MM is programmed with the station as primary voicemail extension and the agent id is a secondary and no other numbers are configured is where I have the issue.