Voice Mail Pro client Call Routing 1

[harsh1989]

Hello,

We have 16 voicemail pro ports licenses, does it mean on if 16 customers call on the same time or if 16 customers are hearing the IVR. The 17th customer cannot get through the IVR.

If yes where does the call go? There is no fallback configured. Which huntgroup it will automatically flow?

 

[IPOLackey]

The 17th caller will just get engaged if there is no Fallback set.

 

[harsh1989]

Does that mean they cannot reach our system too?
Does it mean they are counted as abandon calls? or the calls are not even counted?

 

[smokinjoe2938]

if the calls are front ended to an auto-attd and all voicemail ports are in use than they will receive a busy

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[harsh1989]

so in the reporting software they are counted as abandon calls, this question was due to the number of abandon calls in my org went too high.
Tracing with agents and call flow it was difficult to figure out how they are getting abandon, even if the agents are not on free to take call.

 

[smokinjoe2938]

no can not be an abandon call as it will not hit the system with no available ports, sounds like agents are not taking calls when presented to them, or stuck in queue too long and the caller hangs up

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[IPOLackey]

Smoking is right. It will be as if you have only 16 incoming lines. The call will not show up in CCR reports but you can tell this is occurring by looking at System Status. You will get a congestion count on your VM page.

 

[harsh1989]

Ok, got it. Thank you for your help..!!