Transferring to Line Group AA in MiVBE Nupoint 1

[Rixy]

Hi guys,

I may be having a moment here, so please be gentle.

The scenario is that we have a line group based Call Director handling calls to a given DDI. However if an external caller is to be transferred back to the call director to select a different option, i'm finding that internally transferring the caller to the ports associated with the line group are simply prompting for voicemail access.

Am i being thick here? i was hoping that the call director would simply start playing again.

Cheers

Rixy

 

[Billz66]

Assuming MIVB and perhaps Nupoint on Micollab ?

latest software levels ?

We would probable need more information regarding the call flow
- hunt group and port details might help
" transferring the caller to the ports associated with the line group "

Are you saying that it has a menu and someone picks an option toleave and then you want to transfer it back into the same menu?
this doesnt really make sense

if you want to replay the menu , pretty sure you can add an option in the call director call flow to play the same menu greeting again


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

 

[Rixy]

Hi Billz66,

I did put the server type in the topic title, but it's a MiVoice Bus Express with Micollab and Nupoint built in, for clarification of course. Software Level 8.0 SP1

I've just read back the scenario and can see what i've missed out. So, caller comes in, selects an option within Call Director and is transferred to an extension defined by the option the caller has selected. Caller speaks to the person on the end of said option and is politely informed they have selected the wrong option. Extension users offers to transfer the caller back in to the Call Director so that they can select the right option.

The caller is coming in on a DDI that is routed to a huntgroup containing 6 NP ports. There ports are configured on NuPoint in Line Group 2, which is defined as a Line Group based Call Director, rather than a Mailbox based Call Director. The caller then chooses an option as previously mentioned and exits NuPoint.

What's happening is that when a user transfers or calls the Line Group (ports and huntgroup associated with Line Group 2 on the NuPoint) internally, they are not getting the call director prompts, they are getting asked for their mailbox credentials, as the system is recognising the extension transferring the call as wanting to access it's mailbox. I assumed that being a Line Group with Call Director on it, it would route via the call director.


Cheers

Rixy

 

[kwbMitel]

you need to use the transfer to voicemail key, then dial the MB # that handles the Call Director.



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Any intelligent fool can make things bigger and more complex… It takes a touch of genius – and a lot of courage to move in the opposite direction.

 

[jpruder]

I would think that instead of trying to transfer to the Line group hunt group directly, if there was either a trusted extension or empty hunt group that was rerouted always to that group, then transfer to it, the system would see it coming from that DN versus the transferring extension calling and matching a mailbox would fix this.

 

[Rixy]

Cheers KwbMitel, sadly it's a line group, so doesn't have a mailbox number.


jpruder, thanks, I'll give this a go if the customer wishes me to continue, and report back my findings.

Rixy

 

[Valamagules]

Hi Rixy

Try adjusting the Line Group dial plan to Variable as oppose to digits.


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