Remove "zero out" from active extensions VM to CAS operator

[blinking123]

We have an active DID extension with a phone and vm - the person is rarely in the office, so most calls go to the vm, however, a lot of callers press "0" and get transferred to the CAS operator (major pain for the operator).

Is there a way remove "zero out" on this extension's vm to the CAS operator? Currently, there is no personal operator set up on the extension.
We'd like the caller to leave a vm and if they pressed 0, get a recorded annoncement that said something like "no operator available".

Thanks very much in advance~
Annie

 

[FordMan77]

What type of VM are you using?

 

[blinking123]

Merlin Messaging 2.0...

 

[FordMan77]

Via TouchToneTommy from a similar thread...

"No, but you do have options on where it goes. If you don't specify a Personal Operator, 0-out from a mailbox will go to the Call Answer Service Operator, defined in system properties through the system administrator's mailbox.

You can't specify your own mailbox as a Personal Operator, but you can route to a mailbox that points to an Auto Attendant."


One solution that I can think of would be to have the call transfer to a mailbox that points to an AA, setup that AA so it states there is no operator available and then set the 0-out/timeout option on this AA to either disconnect the call or transfer to a general mailbox, since there is 1 general mailbox per AA. The only issue with this is that you would have to make an ext. the General Mailbox owner so they would get the MWI for that GMB.

 

[blinking123]

Thanks for the reply, FordMan77 -
Here's the set up:
Ext 5002 is the CAS
Calls to ext 5030 go to vm - I set the personal operator to general mailbox 9991 (AA1 mailbox). If a caller hits 0, they are now xfrd to 9991 general mailbox. If caller hits 0 while in 9991 vm, calls xfr to 5002 again.

Is there a way to get 9991 to say "no operator"?

 

[Telecomboy]

Set-up a phantom extension with voicemail. Point x5002 0-out to that mailbox. record a message in that mailbox saying nobody is available and to press 0 to leave a message. Set the phantom extensions 0-out to route back to the original mailbox so they can leave a message.

for the phantom extension, change the status from "record" mode to "answer-only" so the caller cannot leave a message with the phantom mailbox.