Personal Ring Group Issue 1

[SNJQuintin]

Hi there. We have an issue, where we have a staff on an extended leave. I created a PRG for the person covering for her, and internally it works. Each extension dialed rings at the right desk, AND goes to the voicemail of the person covering. Here is where it doesn't work. Externally...if I call the person who is away's DID, then it goes straight to the general voicemail box (she doesn't have a voicemail box of her own at the moment - suspect if she did, it would go to her voicemail - which we also don't want).

Here it is laid out.

2491 - extended leave
5103 - covering

Created PRG 5103, added 2491 to the group. When I dial 5103 or 2491 it goes to 5103. If she doesn't answer, it goes to the voicemail of 5103.
If we dial the DID for 2491. it goes to the general VM box (doesn't even ring at 5103). If we dial 5103 it rings at the right place, and goes to the right VM if not answered.

What am I missing?



Thanks!


Quintin

 

[kwbMitel]

What type of voicemail?

 

[SNJQuintin]

Sorry, it is embedded voicemail.

 

[SNJQuintin]

I just added voicemail to the 2491 extension, and if I call her DID, it goes to HER voicemail, rather than the 5103 PRG. And like I said, if we dial her extension, then it goes to the right place.

System is a Mitel 3300
Release level: 7.2
Active software load: 13.2.0.17



Thanks.

 

[kwbMitel]

I've never attempted to do what you are attempting.

I'm a little surprised it works the way you expected for the internal call as that would not have been my guess.

I can only advise you on how I would go about breaking the integration which is why I needed the voicemail type.

Option A - Nametag Group
[ul]
[li]Create a Nametag hunt group numbered *5103 that routes always to VM and route 5103 to that group to the huntgroup[/li]
[li]Forward/Route 2491 to 5103 and it will end up in the correct MB[/li]
[li]Caveat, if the caller dials out of MB 5103 it will always try and return there[/li]
[/ul]

Iption B - ACD Queue (My Preferred)
[ul]
[li]Create Phantom ACD Agent Group that allows calls to be queued with no agents logged in[/li]
[li]Create ACD Path using said Agent Group that interflows after 1s to 5103[/li]
[li]Forward/route 2491 to said ACD Path and calls will ring 5103 and proceed to 5103 VM from there[/li]
[/ul]

 

[SNJQuintin]

That worked like a champ! (option b that is). Thank you so much!