SIP Trunk -> Ring Group -> Ring Group -> Voicemail

[StardataMitel]

Hi Team,

I hope can describe the issue I'm having succinctly.

Working
- SIP trunk calls coming in to a ring group and bouncing to voicemail are landing in the right voice mailbox.
SIP Trunk 1 -> Ring Group 680-> Ring Group -> Voicemail 680

Not Working
- Calls hitting another SIP registration on another system and traverse IP trunks to hit the same ring group call flow to voicemail. In this scenario the voicemail answers as though there is no mailbox.
SIP Trunk 2 -> IP Trunk -> Ring Group 680 -> Ring Group -> Voicemail XXX

Can anybody think of a class of service option that may help or any other way of programming?.

Both systems are 9.1

 

[Billz66]

shared system options perhaps ( you could try changing one or more of these)

​

maintain original forward or reroute reason

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present original DNIS

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DPNSS Qsig diversion

Also what is the voicemail ( embedded or nupoint)?
is the trunk sending calls direct to the ring group number or is there something in front of the ring group ( nametag or trusted ext or hunt group rerouted)?
how does the ring group overflow to voicemail ?
is it direct to the pilot or via an ACd path ?
if its direct - is that pilot able to be called from the other system - perhaps they are set as local only and its going to the voicemail of the original PABX
- if its not via an acd path it might need to be or via a name tag to break the integration

If I never did anything I'd never done before , I'd never do anything.....

 

[Valamagules]

Is there SDS between the two systems, if not then the call from the other system via IP trunk may be coming as CEID-RG as oppose to just RG.
In that case, if you are using NuPoint, NuPoint will not be able to match the inbound digits to anything in its DB and hence prompt for VM number.
e.g.
CEID 1111 System 1

CEID 2222 System 2
RG 680

Calls from System 1 to System 2 via RG will be something like 2222680
2222680 is not known locally to NuPoint.

Try appending the Voicemail box and add the CEID-RG as an alternative extension, and extend the digit count in the NuPoint Dialing digit to accommodate that (that is if's not set to variables).


Clever men learns what Wise men shares!

 

[StardataMitel]

Thanks for the response guys. The problem is still happening.

A couple of things to answer your questions:

- Embedded Voicemail
- Calls are ringing to an ACD path using Interflow dialing to get to the ring group.
- I have tried using the Overflow Point and Re-Routing 1st alternative with the same results.
- I have tried passing via a Nametag Hunt Group to no avail.


Further testing with a normal extension rerouted direct to voicemail and pickup the voicemailbox fine.

 

[Valamagules]

Embedded voicemail makes this a little complicated as there are not much options to play with.

Note that when transferring from RG to voicemail directly (overflow to VM HG) you will have to make sure that the voicemail extension is the same as the RG number.

Another way of achieving this is to create an Interflow via an ACD path to break the integration as @Billz66 mentioned.
Try this :
1) create a trusted extension and associate that to voicemail. This will be the voicemail box the call will finally land on.

2) create an dummy ACD group and an ACD Path and have its Interflow be the trusted extension. ACD group not to queue calls if agent is available.

3) add the ACD Path to the overflow of the RG.

Hope that works for you!



Clever men learns what Wise men shares!

 

[StardataMitel]

Thanks @Valamagules.

I have tried your suggestion with no luck.

Further testing and i have uncovered another factor that is making it not work.
It seems that when the call goes direct to the ring group it works and when it goes through my AA (ACD interflow dialing) it doesn't work.
Below are my test scenarios. Note that both of these work when calls go through SIP registration 1 and stay on System 1.

Working
- Calls hitting SIP registration 2 and traverse IP trunks. DID to hit the 270 ring group call flow to voicemail. Voicemail answers as it should.
SIP registration 2 -> System 2 -> IP Trunk -> System 1 -> Ring Group 270 -> Voicemail 270

Not Working
- Calls hitting SIP registration 2 and traverse IP trunks. ACD-Interflow dialing to 270 ring group call flow to voicemail. Voicemail answers as though mailbox doesn’t exist.
SIP registration 2 -> System 2 -> IP Trunk -> System 1 -> ACD-Interflow dialing -> Ring Group 270 -> Voicemail XXX

Do you have any thoughts on this?

 

[Billz66]

i think this bit is wrong
"- Calls hitting SIP registration 2 and traverse IP trunks. ACD-Interflow dialing to 270 ring group call flow to voicemail. Voicemail answers as though mailbox doesn’t exist.
SIP registration 2 -> System 2 -> IP Trunk -> System 1 -> ACD-Interflow dialing -> Ring Group 270 -> Voicemail XXX"

should be

- Calls hitting SIP registration 2 and traverse IP trunks.to 270 ring group overflow to ACD-Interflow to nametag of voicemail.
- if the voicemailbox you want it to go to is 270 then create a NAMETAG *270 REROUTE IT TO VOICEMAIL
THEN SET THE ACD PATH TO INTERFLOW AFTER 1S TO *270
THEN SET THE RING GROUP TO OCVERFLOW TO THE ACD PATH

the idea is to send the call to the acd path at the end just before voicemail and then interflow it to break the integration
the * in front of the extension when rerouted to embedded vm should bypass the generic greeting and dump it into the 270 mailbox



If I never did anything I'd never done before , I'd never do anything.....

 

[Valamagules]

What is the reason you’re doing Interflow dialling from the ACD Path? Is it because you an auto attendant greeting in place?

Clever men learns what Wise men shares!