Overutilized VM 1

[VoIPP]

Version 8.1 Embedded, 6 VM Ports, 12 lines.

This customer has a high volume of calls for their size.
Not ready to make the investment into Preferred to get past 6 VM Ports.

All calls are answered by autoattendant.
I am trying to come up with a config to handle calls when VM ports are all in use.

I was thinking of something like this:
ICR-->AA / Huntgroup as Fallback with Queuing on and with overflow of 20 secs / Overflow Huntgroup with phantom user forwarding call back to AA.
This should give the VM 20 secs to free up a port but if no vm port is available after 20 secs I am guessing the call will die at the phantom user.

Maybe someone has a better solution?

 

[holdmusic34]

And what if the AA has filled up again in the meantime?


Trolltunga 1

 

[IPOTech2008]

Could you turn on queing for the 2nd group as well?

 

[IPGuru]

I simply would not bother trying to overflow the call back to the AA

If the system is getting that swamped that 6 channels cannot cope then you are probably best to have the calls remain at the hunt group. also check the AA is performing a blind transfer.

I would also suggest that this site needs to take a look at their operation procedures

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[VoIPP]

Holdmusic34 - I am guessing the call just gets dropped the second time it goes to VM and no open ports are available because there is no way to define a fallback. Not a perfect solution but more calls will get answered then otherwise would.

IPOTech2008 - I don't see the point to turning on queuing on the overflow group?

IPGuru - "also check the AA is performing a blind transfer", Why?. It is my understanding that both the "Normal Transfer" and "Transfer" actions are unsupervised transfers. Quite honestly I never understood why there were two different options for this or which one to use.

I thought that announcements used a VM port? If I just dump the calls into a group then wouldn't they just hear hold music? That might work if I have a recorded MOH with a message identifying the company but right now they just have music.

One last question, if I have the voicemail turned on for the group and voicemail timeout is reached and no VM port is available, what happens?

 

[IPGuru]

AA transfer
Avaya's docs are Poor on this
one is an assisted transfer the other is an unassisted transfer (& i can never remember which is which)

in answer to your last question
the call would remain in the queue until either an agent or a VM port became free.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[joe2938]

I would route all calls to the main hunt group with an overflow to the auto-attd,besides people like speaking to a human being rather than a machine, other wise purchase voicemail pro