Rerouting to Operator and then back to VM

[LegoAddict]

Hi there,

I have a user (4005) who wants his calls routed to the operator (4000) when he doesn't pick up. But if the operator doesn't pick up, it should go to his voicemail.

I have the rerouting setup like this:

First Alternative 4 = 4000
Second Alternative 2 = 1500 (voicemail group)

His routing:

Day 1, Night 1, Night2 1, First 4, second 2

This just makes it ring and ring or it goes to his voicemail without going to the operator. Not sure why it varies?

If I have it at:


Day 1, Night 1, Night2 1, First 4, second 1

It rings to the operator but if she doesn't pick up it will go into her voicemail.

Can someone point me in the right direction?

Thanks,
Pedro

 

[kwbMitel]

What type of device is the operator?

What is the routing of the operator?

Does the operator have any forwarding enabled that overrides routing.

Are the symptoms the same regardless of whether the operator is busy or not?

Does the User (4005) have any forwarding enabled that might override routing?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[LegoAddict]

Hi,

Thanks for your response, these are the answers to the best of my knowledge:

What type of device is the operator?

It's an IP console 5550.

What is the routing of the operator?

1 1 4 2 1

1: No reroute
4: 8883 which is
First: 2: 1500
Second: 2: Nothing, it's set to all normal.

Does the operator have any forwarding enabled that overrides routing.

No it does not.

Are the symptoms the same regardless of whether the operator is busy or not?

Yes, I believe so. Will test again.

Does the User (4005) have any forwarding enabled that might override routing?

No forwarding.

 

[kwbMitel]

Ok, that simplifies things.

What is the system Options timer for: Call Rerouting Timer?
(Default = 22)

What is the STN COS Option for: Answer Plus System Reroute Timer? (default = 0)

What is the STN COS option for: Call Forward - No Answer Timer?

In the Call Rerouting 1st alternative form: Are all values set the "This". If not be more specific.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.