Voicemail greeting repeats before going to mailbox

[nconick]

I have a scenerio where when a user presses 1 to leave a message, the greeting repeats before eventually going to the mailbox. It doesn't happen all the time. Could it be that someone is leaving a message when the second person makes the selection to leave a message, but it repeats because it's "in use" until the first one completes their message? Any help would be greatly appreciated. Thanks.

 

[sbcsu]

it is unlikely that is the case.
It could be that the first digit 1 is not heard correctly by the mailbox.
Maybe you can do a trace on the system.
Which type of system and voicemail are they
To me it would be better practice if the caller did not have to press any digits to leave a message.

 

[nconick]

It's a CS1000e with Callpilot 5.0 voicemail. It's actually coming from an Avaya Aura COntact Center script. It's a menu as there are other choices for them to press for other departments. Thanks.

 

[PERRYPJ]

Make sure you have enough resources in the Call Pilot

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[nconick]

I checked and I have 26 Multimedia and 14 IVR channels. It is a busy place, a hospital. When I checked, the resources were never pegged. At any given point it looks like about 60-70 % utilization. I failed to mention there is an integration with AACC 6.2 as well. Thanks.