We have recently integrated our Nortel/Octel voice environment with a Cisco Call Manager and IPCC Express. Part of this change was to move the main number from being terminated on the Octel Auto Attendant to a Cisco IP IVR. Our users used to dial the main number followed by # to access their mailboxes..I had to create a new Toll free number which is pointed directly to the open trees of the Octel for them to access their mailbox. Our problem is the following:
Some of our users are still calling the old number which is now pointed to the Cisco IP IVR. When they press # when have this transfer them to the open tree of the Octel but some users just keep keying in their mailbox number and password. By the time the Octel picks up the users is still keying in numbers which then then Octel doesn't know what to do, so its basically saying "please hold someone will be with you shortly"...this call is then being transfered to our reception ...the call is simply hanging up that point which results in 50+ hangups a day for her. Is there a way to turn off on the Octel the transfer to auto attendant when wrong keys are pressed? I would like to turn this feature off.
Some of our users are still calling the old number which is now pointed to the Cisco IP IVR. When they press # when have this transfer them to the open tree of the Octel but some users just keep keying in their mailbox number and password. By the time the Octel picks up the users is still keying in numbers which then then Octel doesn't know what to do, so its basically saying "please hold someone will be with you shortly"...this call is then being transfered to our reception ...the call is simply hanging up that point which results in 50+ hangups a day for her. Is there a way to turn off on the Octel the transfer to auto attendant when wrong keys are pressed? I would like to turn this feature off.