Overflow to Mailbox vs. Auto Attendant/CS1 1

[DDelaurier]

It’s a PRI setup with NCP500 and TVM50 and the overflow to mailbox doesn’t seem to kick in, instead reverting to auto attendant.

Current call flow:
Call comes in on the main number of the PRI and goes straight to 500/AA/CS1. Caller presses option 1 for Sales (Tr to Grp 602) or option 2 for Product/Service (Tr to Group 603). It rings on the respective groups twice then both groups overflow to Group 620 (ring all). Then group 620 overflows to 500 but instead of going to mailbox 620, it goes back to the AA/CS1.

Ideal call flow:
PRI/Outside Call-->500/AA/CS1-->Press 1 (for example)-->Rings Grp 602 twice-->Overflows to 620, rings twice-->Goes to 620 Mailbox.

In the AA/TVM/CS1, call transfer anytime is set to extn and when I call in and manually dial extn/grp 620, it rings twice and goes to mailbox fine. If I were to change option 1 in CS1 from 602 to 620 and call in, press 1, it rings 620 twice and goes to mailbox fine. It’s just that when we set the group 602 overflow no answer to 620 in the PBX it goes from 620 to AA/CS1, not 620 mailbox almost as if a recall is kicking in or something. Any thoughts on this?

Thanks!!

 

[bigglesnz11]

From Memory it may be something to do with the voicemail doing a supervised transfer , sounds like the transfer sequence is set to FX, try changing the sequence to FXD