Voice Mail sends second call directly to General Delivery

[royaltg]

I have a MICS connected to a NAM. The Voice Mail Auto Attendant is set to answer all calls coming in on the first DID, Line 145 after 4 rings. Line 145 is the DID main line for the receptionist. This gives the receptionist a chance to manually answer the call. The First call is answered correctly and caller receives AA, but second call is not answered until after FWD to Voice Mail setting on Prime Line phone is met (6 rings) and then it goes directly to General Delivery Mailbox, not AA. Can the AA handle more than one call at a time? Please help.

 

[mmazza]

what is your DRT to prime set at . sounds like it might be Drt'ing to prime set . Is the prime set also the set that has the GDM ? another sugestion to look at is does your main line hunt ? if so are all you #'s in the hunt assigned to be answered by the A/A ? just a few things I can think of off the top of my head I will reseach it and let you know if I find anything out .

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Mario Mazza
Telecommunications Specialist

 

[norstargirl]

If you want the other DID numbers to be answered by AA you need to make sure that the DID's are in the same ring group
which is under the services. then go under ring groups
show your first group then next until you see line settings and make sure all the lines are set up in the same ring group. Under the AA you only have to assign the main target line to be answered. I think this will fix your problem.

Hope this helps
Norstargirl M.Parnell
(norstargirl)

 

[Guest_imported]

you may need to make your voicemail dn match the received digits ie: received digits on 145 = 350 . vm dn = 350 . What version of mics and nam do you have?

 

[mroberts]

Or it could be simpler.... don't fwd the receptionist's phone to vmail in any way, shape, or form.
The general delivery mailbox, if assigned to the receptionist's phone will pick up when it needs to automatically. If the phone isn't fwded then the Auto Attendant will pick up when it's programmed to under F983, lines, show line 145.
Also make sure that you have multiple appearances set on the line 145.

MRoberts

 

[royaltg]

If I make my Voice Mail DN match the DID digits (Line 145) then how will the receptionist phone have a chance to answer the incoming calls?

Here is my current Scenario:

Line 145 is target line for DID 1400.
PrimeSet is DN 400.
Voicemail is DN 448.
DN 400 has 4 I/C Keys and is set to FWD NO ANSWER - 6 Rings to DN 448.
Voice Mail (AA) is set to answer Line 145 after 4 Rings.
When DID call comes in on 1400 the receptionist at extension 400 can answer call.
If they do not answer, then after 4 rings VM answers and Auto Attendant message is played.
If second call comes in on DID 1400 while first call is in AA then VM does not pickup after 4 rings.
Call rings for 6 rings and then follows DN 448 FWD NO ANSWER and goes to VM (General Delivery Mailbox).
Can the VM (AA) handle more than one call at a time?

 

[mmazza]

What is your FWD on busy set to on Dn 400 ?
It might be since line 145 is a apperance on DN 400 when it is busy the FWD on Busy might be taking presidence over the A/A .
Now is it going into an actual A/A or just the GDM.
If it is going into an A/A is the call then being directed via CCR if so how is that configured?

Now when you ask if the A/A (vm) can handle multiple calls do you mean the A/A or the mailbox .

just an example of what i am talking about ...

I have a 0x32 MICS with a four port Startalk flash I then have a trunk group set up thru MCI to have a single 800# with multiple channels assigned to the trunk group. I can then call into the flash via a single 800# multiple times and get to the A/A-CCR-Menu.
In programing I tell the startalk to answer all channels assigned to the trunk group specified .
I also have several local lines pointed at the A/A .

The only thing popping out to me is there is a conflict between the DN 400 and the A/A on how to handle the call on a Busy . So it is defaulting to the GDM .

s the GDM set up on DN 400 ?

Mario Mazza
Telecommunications Specialist

 

[norstargirl]

You need to check the fwd on busy, and you also need to make sure the phone company has you information right they may have something pointed funky.

Norstargirl M.Parnell
(norstargirl)

 

[Guest_imported]

The short answer is: no, it does not. BUT IT DEPENDS ON SOFTWARE VERSION.
Not all software versions of mics and nam work as flawlessly as the new 4.0 - 5.0 mics and 4.04c nam. The earlier versions 2.0 mics and 2.20 nam really wern't designed to have a DID answered by an operator during the day and go flawlessly to AA at night. it wasn't untill the introduction of pri that DID target lines could be answered by an attendant during the day and AA at night on all DID trunks. First call would get the AA greeting and the second call would either get ring no answer or general delivery. But really, without knowing exactly what you are trying to program everyone is guessing. If you wanted your DID target line answered by full AA ( immediate) you would need to have the DID received digits ( 400 ) match the prime set (400 ) match the voicemail dn ( 400 ) all calls on all 4 DID trunks will go to voicemail AA. The only use of the reception phone would be to catch dial 0 calls. You can play with the prime set for the target line. I believe a good start is to have the vm dn match the did received digits. EG. DID target line 145 rd 400 prime set 221 vm dn 400. I don't think cfna to voicemail after 6 rings is part of the solution. general delivery is usually attached to reception and anything ringing on reception will go to general delivery. You are not in a favorable position best of luck...

 

[royaltg]

Thanks for all your help. West Coaster is right. I have an old version of software on the MICS and NAM. I was told both others that this was a software limitation, but wanted to get a second opinion or get a workaround. Thanks for all of your insight and help.

 

[Guest_imported]

You also need to make sure your received digits, match prime set, match extention, match mailbox eg. DID 555-1414 assigned to ext414 with mailbox 414. If you are receiving 4 digits from the telco your dn length must be 4 digits. Otherwise first call to ext gets mailbox, second call gets general delivery etc.