Symposium to MerMail

[todd1019]

I was wondering if anyone knows if this is normal behavior.

Here is the situation.

Call comes into DNIS 1100 routes to CDN 3006 that executes script ABC_menu. Here is the important section of the script for 3006.
SECTION menu_treatment
OPEN VOICE SESSION 3659
PLAY PROMPT VOICE SEGMENT vs_menu
COLLECT 1 DIGITS INTO dc_1
END VOICE SESSION

WHERE dc_1 EQUALS
VALUE 1: EXECUTE SCRIPT ORDER_prompt
VALUE 2: EXECUTE SCRIPT OrderTracking_Prompt
VALUE 3: ROUTE CALL 3691
VALUE 4: EXECUTE SCRIPT Allother_prompt
DEFAULT: ROUTE CALL 3692
END WHERE

Value 3 is my issue. When a call routes to 3691 that CDN points to a script that routes the call directly to voicemail. The only problem is that it routes the call to the 3006 voicemail and not the 3691 voicemail box.

So is this how symposium is supposed to work or should it completely transfer the call to 3691 and then allow that script to transfer the call into the mailbox for 3691.

 

[ErwinStevanus]

As far as I know, Meridian Mail will recognize the prime DN number instead of the actual number when you route/transfer the call. That's why Meridian Mail recognize 3006 instead of 3691 because 3006 is the prime DN.

Here what you can do:
1. Create 3691 as a dummy acd.
2. Program the NCFW to voicemail.
3. Test call to 3691 and make sure that you get the correct mailbox
4. try to call to 3006 and select 3.

 

[todd1019]

This may be a dumb question but how do you create a dummy ACD. Is this just a CDN not routed in Symposium. When I prt a CDN I do not see the NCFW field.

 

[todd1019]

Routing to the dummy ACD doesnt seem to do the trick. Looks like it still forwards the prime 3006 numebr to voicemail.

By the way after I posted I figured out wht you were talking about. I created an ACD 3691 and set NCFW to the voicemail.

 

[ErwinStevanus]

todd,

Below are the steps to create a dummy cdn to route calls to voicemail.
Note : Bold characters are your input. Press enter for other prompts/value not listed below.

>ld 23
req new
type acd
cust 0
acdn 3691
maxp 1
ncfw xxxx where xxxx is meridian mail acd number

 

[Nortelshop]

I would check your script and ensure you are routing specifically to the 3691 voicemail and not the 3006 voicemail. Or, ensure you do not have a loop in your script that prompts it to return to 3006 after it is sent to the 3691 CDN. If you're not sure you have a loop back script, a good way to test that you have a clear path through 3691 is, if you can, set up 1100 to go straight into 3691 in the IDC tables in Ld 49. then when you dial your 800 line, of whatever the primary number is and you get 3691 voicemail, then you know there is a clear path to 3691 and your problem lies elsewhere other than the script. Possibly, after you test this, you can check out the programming and rebuild the 3691 CDN and Voicemail box in case you entered 3006 anywhere in the CDN 3691 and there is an association. Also, check and ensure in Voicemail that you do not have 3006 anywhere in the 3691 mailbox. Just some suggestions.