Unity - Caller Input

[msteeler]

Hello,

I hope I can explain to where it makes sense. We have a Call Manager (8.6) centrally located at the main office with about 9 other remote locations that register back to the CM along with Unity. We seem to be having random issues where someone will call a person at one of the remote locations, get their voice mail and dial 0 to get their front desk. The only problem is they end up at the front desk at the main office. Every time I test it, it always works for me and goes to the correct front desk...Random.

I have our front desk person ask the callers who they were trying to call so I can look at their voice mail account. Everyone I look at looks correct and like I mentioned when I test it always works for me. Anything come to mind why it works sometimes and not others? Thanks

 

[ethereal112]

How are the Caller Input Keys configured? Transfer to Alternate Contact Number, Operator, or User with a Mailbox? Any possibilty that a schedule is in use and transfering during closed hours?

 

[msteeler]

Some are configured with an operator and some are configured with transfer to alternate contact number (front desk).... having issues with both. The ones with an operator built I've checked the system call handlers and all looks good. The others that are transferring to an alternate number have the number of their front desk. On one complaint I tested it within 10 minutes of someone being sent to our front desk and it worked everytime. I would say user error but it's happened to many times and at more than one location

Where would I check to see if a schedule is in use? Thanks

 

[gnrslash4life]

On the left hand side under System Settings is Schedules. I would check to see what you have there first. Then under each System Call Handler, theres a drop down for Active Schedule.


Note - I am using 7.1.3 and have used 8.5 but not 8.6 and know that some things are different. In case I am wrong. But it shouldnt be much difference where the settings are.

 

[msteeler]

All of them are set to All Hours, which is 24/7.

 

[msteeler]

Okay, so here is what's going on.... Every time I tried I would enter 0 during the greeting and I would go their front desk. I decided to go a little further and what i think the caller is doing is hitting # for more options after the greeting, then when it asks if they would like to try another extension they hit 0 and end up at our front desk. Ideas on how I fix that? Thanks

 

[msteeler]

Got it.... It was the Goodbye call handler that when you selected 0 it was sending it back to my operator call handler. Thanks