VM Huntgroup programmed as Terminal

[MitelAvaya]

Afternoon all,

I've had some random phantom calls come in to some of our ACD & reception agents from the first 2 voicemail ports programmed in the 3300 voicemail Huntgroup.

After a little bit of investigation found that the VM Huntgroup is programmed as terminal, not circular.

Could this be the cause? Or could it be callers getting to the voicemail, and actually leaving a silent message thats sending the callback to the queue?

Also, what are the implications of changing the huntgroup type from terminal to circular, if any.

Thanks in advance!

 

[kwbMitel]

The recommendation from Mitel is for the group to be terminal. Changing to circular will probably have no concequence but equally it would probably serve no purpose.

The first thing I would check is compare your COS options for the VM ports against the Defaults listed in the help files. Search for "defaults applied to the 3300 ICP"

If those check out then I would turn off the Multiline Set On-hook Dialing.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[paterson]

First, changing from Terminal to Circular is okay. It's the way I prefer it. The reason for that is if a VM port goes bad. If that port is the first port in a terminal HG, no calls get through. If it is in a circular, then only 1 per cycle through is unanswered. Now this is not really applicable to an embedded VM, but I like the habit of it. Oh ya, you can do this live.

Are you using the 3300 Embedded VM? I am going to assume yes. If you are getting phantom calls, then go through each mailbox and look under the Message Notification section and look at the Schedule field. If any are set to Around the Clock, then you will experience these phantom calls. Set this option to Disabled and you should be good.



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If you did not take enough time to get it right the first time...

What makes you think that you have time to fix it?

 

[IrwinMFletcher]

The reason terminal is recommended is that voicemail itself uses ports for some internal housekeeping. It however takes the last port(s) when it does (terminal, but starting at the end of the list) so this will help to reduce the chances of port use collisions.

 

[kwbMitel]

Paterson, If notification were the issue then the ports would be the last not the first. Thats not to say your advice shouldn't be followed regardless.

I also prefer circular for same reasons as Paterson.

I would be very interested to hear if the Multiline On-Hook dialing was enabled. I've run into issues with voicemail (all types) on Mitel when this option is enabled. My memory is fading but it had something to do with softkey access on the virtual sets. With On-Hook dialing enabled, the voicemail would sometimes dial digits not intended to be dialed. The voicemail ports are smart enough to select the line before dialing so this option is unnecessary. Also, the problem would be more frequent with the ports seeing the most use which matches the symptoms in this case.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelAvaya]

Ok, I've got to raise a change request to change over the h/g from terminal to circular.

As for the Multiline on Hook dialling, that option is enabled, so i will also be changing this COS option.

Will follow up with the results!

 

[MitelAvaya]

Just to let you guys know, made the change at the weekend, to both the h/g type and COS options and no phamtom calls since!