Partner ACS- Can caller transfer out of an Ext's VM?

[PennyOwl]

I'm having the most difficult time solving this seemingly simple problem, hopefully someone here can fix this!
We use Partner Plus/II/Advanced Communications Systems.
Recently, we have been having an issue with callers being routed to a line that is fairly inactive (this line's extension is not listed in the recorded menu options).
I've come to realize some of this is human error (a certain CSR might [read: definitely] be sending to the wrong line), as well as a glitch when the calls are auto-routed after hours.
I have to change the VM greeting for said line regardless, but I'm wondering if there is a simple prompt I can tell callers to press in order to be routed back to the main menu? I would rather not have to say, "Please hang up & call the main office again."
I feel ridiculous having to post this to a forum, but somehow I cannot answer this question myself.
Any (preferably helpful) input is appreciated, can give more info if needed.

 

[TouchToneTommy]

All Avaya voicemail systems for the Partner allow a caller to "zero out" of a mailbox by pressing 0. The default destination is Ext. 10. Partner Mail, Partner Mail VS, and Partner Messaging all allow an individual mailbox user to log in like they were checking their messages, and select option 4 instead, for Personal Operator. Here they redefine where calls go when a caller presses 0 from their mailbox, in case they have a personal assistant that is not Ext. 10.

The caller can also press *8 (*T for Transfer, and then dial another extension number, but that is not usually told to the caller as part of the mailbox greeting

Also, you can program the extension so that its "Automatic Voicemail Coverage" is turned OFF. Calls from the automated attendant to the extension will still ring the phone, but instead of covering to voicemail if not answered, they will go to Ext. 10. It does NOT prevent someone from using the Transfer to Voicemail button to send a call there, unless you also delete the mailbox.

 

[Telecomboy]

Depends on your vm system. Partner has multiple voicemail platforms. If it is Partner Messaging the easiest thing might be to change that extension to Auto-Attendant 1 (versus having it assigned as a mailbox you assign it as AA1). Then a call transferred to it would just transfer right back to the AA.

If it is not, again depending upon your voicemail you can do some manipulation via the dial 0 action for the extension. By default any of the systems send 0-outs to x10. If you have PMessaging you can change your personal operator. You could then change the personal operator to an extension that you create and assign as AA1. Then, 0-out goes to that extension which is assigned as AA1 and routes it back.

If there is a physical phone assigned to that extension you could also utilize the forward feature and just forward that extension to another extension internally that would be responsible for taking those calls.

 

[PennyOwl]

Thank you, guys! I appreciate your help.

I tried calling the line & *8 (*T) once I heard the VM greeting, but I'm told it's an "invalid entry?"
Same with pressing 0.

Let me supply some more info:

"Welcome to Avaya IP Office" is the very first thing I hear when I check the voicemail.

Here's the confusing situation:
When you call our office (via dialing one of 4 phone numbers), you immediately get the recorded greeting.
You are given the options of extensions to choose from.
The line I am having a problem with (x20) is not listed in those options.
Up until about 4 months ago, x20 was an outside line (5th phone number), used for a small company renting an office in our building.
The small company is now defunct, but the gentleman still rents the office & uses the phone number/line.
I don't know if some customers are accidentally punching x20 or what is happening, but occasionally said gentleman gives us messages that were left on his voicemail from our customers.
While we attempt to rectify this problem, I was just looking for a "quick fix" of making x20's VM greeting simply something such as, "You've reached the office of [Gentleman who rents office]. If you were looking for [Our Company], please press *8 to be redirected to the main menu."

I don't want to waste anyone's time, so please, if I am crazy & this isn't possible, I understand! I was just shocked that I looked around through some quick guides, manuals, forums, etc & couldn't find an answer.

 

[TouchToneTommy]

1st off, the IP Office forum is here, but be careful, they're merciless with installers that are clearly unqualified to work with the equipment. You, being an end user, would probably be referred to your Avaya Business Partner.

Since you said your phones were "Partner Plus/II/Advanced Communications Systems" but your voicemail says "Welcome to Avaya IP Office", I would guess that you have "Ip Office Basic Edition - Partner Mode"

See if these instructions work to remove the Automatic Voice Mail Coverage from Ext. 20 - this will prevent calls to Ext. 20 from covering to Mailbox 20 in the first place

ETR 18D/ETR 34D Phone
1. At either or the first two extensions on the system, (Ext. 10 or Ext. 11) press Feature 0 0 followed by two presses of the first intercom or call appearance button.
2. System Administration: is shown on the display.
3. Dial #310. The phone displays Automatic VMS Cover.
4. At the Extension: prompt, enter the extension number. (20)
5. Enter the required value. The default is 1 (active), ie. voicemail coverage on.
• 1 = Active/Assigned (the default).
• 2 = Not active/Not assigned.
• Alternatively use the Next Data or Previous Data buttons to change the setting or press Remove to return to the default setting.
7. Press the Next Item or Previous Item button for the next or previous extension respectively.
• Exit programming by pressing Feature 00. You can also exit programming mode by lifting the handset, then placing it back in the cradle.