Voicemail and AA

[JimmyFearn]

Hi all,

I have an issue with voicemail on one of my customers sites I was hoping someone could help me with. An ACD queue is configured to handle calls and is set up so that if all agents are busy / unavailable the call goes to voicemail of an extension in a different department. The calls come through ok but when diverting to voicemail they actually go through to an auto attendant!

Any ideas anyone?

Thanks

 

[JimmyFearn]

Ok all, a little more information.

The system is a Mitel 3300MX running on version 7.1.6.10_1.

There is a system speed call assignment pointing a DDI to path 5050. This path uses a dummy agent group and plays an autoattendant message giving the caller options to press 1 for this 2 for that etc. The path interflow dialling list is set up to use another system speed call to dial the external number in question a mobile phone in this case. Internal departments are working fine (i.e. groups and agents recieve their calls) however external calls do not work and are cut off straight away!

This happens to mobile and landline external numbers. Calls internally and over the XNET trunks work fine.

Any ideas?

I have checked that the system is capable of dialling the system speed calls and they work fine from any station.

:-(

 

[JimmyFearn]

Sorry! Posted that last update in the wrong place!

 

[JimmyFearn]

OK the real update.

The system is a Mitel 3300MXEII running 8.0.7.16_2. All voicemails apart from this particular instance are working correctly.

The auto attendant message that is played in this case is the standard "if you know the extension of the party you wish to contact blah blah blah".

Any suggestions?

 

[kwbMitel]

When calls are routed thru an ACD queue the integration with voicemail is sometimes a little hard to figure out. This is especially true when using dial out of Queue or interflow.

When I went thru this exercise recently I created mailboxes matching every dialable number in the sequence and recorded unique greetings in each. I then tested all my call flows to determine which mailbox answered under every circumstance.

I suggest you do the same.

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