Timeout / Dial 0 - why voicemail?

[hunterdw]

Hi there--

I'm 2 steps away from having this automated attendant thing licked here at my company.

My last hurdle before finalizing the menus is the time out/dial 0 option.

I have it set at day to ring the system operator.

Unfortunately, when you wait or hit zero, it goes straight to voicemail. It doesn't ring at the operator at all.

A side-effect is when I call extension 30 (for example, really any extension) and go to their voicemail, I cannot get out with hitting zero.

Let's call 30... ring ring ring "Hi, you've reached Fred..." If I hit ZERO to go back to the Operator, it takes me to the general mailbox. Again, it doesn't ring the operator.

Any thoughts? As soon I get taht running, then I'm ready to turn on AA and let it run..

Please help! I really appreciate the help I've received from you so far.

--DW

daryl@hunterfam.net

http://www.hunterfam.net

daryl.hunter@ennovationai.com

http://www.ennovationai.cmo

 

[exsmogger]

Did you assign the operator extension in the voicemail? I am assuming a Merlin Mail so login into voicemail administration, and under system parameters is where the operator extension is designated. I think it is 768 by default. Brian Cox
J & J Communications

http://www.jandjcommunications.com

brian@jandjcommunications.com

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[hunterdw]

Yes, you are right... sorry, Merlin Mail... SPM says r5.0 v10.0

So, I do this

770 (voicemail)
9997#
password#
9
password#
1 system
5 operator extension - this is set to 10... which is correct our operator is at 10

If I'm at my desk and hit 0 (or 10), it rings our operator. That's groovy.

If I'm in the AA and hit 0 or wait, or if I'm in voicemail and THEN hit 0, it goes straight to our general mailbox. It doesn't ring the operator.

thoughts?

--DW

daryl@hunterfam.net

http://www.hunterfam.net

daryl.hunter@ennovationai.com

http://www.ennovationai.com

 

[TouchToneTommy]

In the Voice Mail, go to the Auto Attendant, select 6 for Modify, enter *# and the next prompt should be the "Dial 0/Timeout" option. It will tell you what it is set to now, and give you a menu of choices to set it to. If it says "Transfer to General Mailbox", select the option to "Transfer to Call Service Operator", then press # to keep the changes without recording a new greeting.

 

[hunterdw]

Thanks TTT --

BUT...

The Dial 0/Timeout option is set to "go to system operator..." or however it's stated. It's NOT set to go to General Mailbox.

Let's say I set it to directly ring extension 0, it still does the same thing... direct to the general mailbox

it bypasses the operator completely and never rings

But, like I said, it's currently set to "transfer to teh call answer operator" or whatever the option is... but I've also had the same results by transferring it directly to 0 or 10...

--DW

*about the throw it through the window*

daryl@hunterfam.net

http://www.hunterfam.net

daryl.hunter@ennovationai.com

http://www.ennovationai.com

 

[TouchToneTommy]

Check the same setting for the Night menu. Perhaps the system is in night mode? Is the schedule controller set to follow the switch mode or the business schedule? If the business schedule, perhaps the schedule is set to be closed?

 

[hunterdw]

situation resolved

 

[hunterdw]

Well, situation WAS resolved... now it's not again...

The Dial 0/Timeout option on both Day and Night is "Transfer to the Call Answer Operator"

I've verified in the menu that the Operator extension is ZERO.

When I call into the system, and press ZERO I am indeed transferred to the operator's voicemail, but it never rings the Operator's desk...

Help? If there's a document where I can find this answer, I don't mind reading about it... I have downloaded every Legend R5 document I can find on Avaya and have read umpteen hundred pages, and can't seem to find what I need

I don't try to sick my problems I you, because I'm very willing to learn, I just need guidance.

Thanks,

--DW

 

[TouchToneTommy]

The call answer service operator should not be ZERO, it should be an actual extension number, such as 10 or 100 or whatever your dial plan is.

 

[franke]

Actually, the CAS should be left at the default of '768' unless you have a specific reason for it not to go to the default console(s).

franke

 

[hunterdw]

Thank you franke!

Yes, 768 made everything all happy...

So, I'll limp along until the new equipment gets here...

Thanks everyone!

--DW