Rolling into Meridian Voicemail

[jlrad20]

Had a questions posed to me earlier today. I am a Biomed/ Telecommunication Admin for 600+ users at a hospital facility with a clinic attached to our PBX. They are having bad reports from clients (patients) that when they call the phone rings and then dumps into voicemail. Most of the phone are programmed to roll directly into voicemail if the user is busy on the phone with one ring. Their question is- When they are on the phone is there any way that the caller can get a busy signal and then dump into their voicemail. Complaints from the patients is that the employees are not answering their phones purposely. I told them to let the patients know that if they get a quick 1 ring and then dumped into voicemail that is because the person is on the phone. Anybody have any ideas? I think it is a call load issue. Thanks

 

[mluckie1]

In Meridian mail there is a propmt in the class of service to notify user of busy line. Set that to yes and the caller will know that the line is busy.

 

[jlrad20]

Yeah. I checked the cos for my mermail. I have 3 personal,admin, and graham hospital. All three have yes turned on. I just didnt know if there was a way to give them a busy signal instead of one ring and then voicemail. I did notice that they are hit with personal verification instead of the int/ext greeting. If I can change the personal verifications to explain to the clients that they are currently on the phone.

 

[johnpoole]

notify callers of busy line is an option in mb cos.. if you take hta out of class and take out the hunt dn, the caller will get a busy for a busy, and mail (fdn) for ring no answer

john poole
bellsouth business
columbia,sc

 

[sandyml]

It rolls after just 1 ring?? jlrad20, I don't think I could pick up a phone that fast! We're talking about 6 seconds. Keep in mind also, the ring that callers hear and the ring that the person at the phone hears are not the same. You might consider extending that (4 rings is a "norm").

 

[johnpoole]

i would handle that complaint by adding a second dn to the sets so that the users have a chance to answer the call, before it forwards no answer to voice mail, with lhk 1 when the user is on line one, the caller here's between 3 and 4 rings, (adjustable) before the call forwards.. i work at a hospital and we take user complaints to heart, admin stations are handled different then pat care stations..

john poole
bellsouth business
columbia,sc

 

[NFPken]

If the call forwards into mail when someone is on ehte phone the Meridian Mail wil actually say, "The person at Ext. whatever is on the phone, please leave a message", or if personal verification is on, and recorded, it will say, "Ken, is on the phone, please leave a message after the tone". If staff truly are 'Ignoring' a ringing phone, the caller will hear 2,3,4 or more rings and the standard, user recorded greeting. I hope this helps. Good Luck

NFPKen