Hi everyone
This might be a longshot, but worth a try.
My organisation has a CS1K based network with AACC and CallPilot in use. We're currently getting rid of CallPilot. Since doing this the Avaya way meant a spending money we don't have (moving to lots of red kit), we innovated a bit and we're using MS Exchange Unified Messaging to provide auto attendants for IVRs (routing into queueing scripts in AACC) and voicemail (we already had Exchange in place and up to date).
All has gone well so far and we're now rolling out MSUM voicemail. Teething problems might appear though of course, and I've found my first one this morning. We've got lots of hunt groups in use and some of the linear ones had, until now, routed to CallPilot if no-one was available - e.g. the callPilot DN, 1000, was the final entry in these groups. CallPilot then had mailboxes headed with the PLDN which would take messages.
The DN in use to reach MSUM voicemail (via session manager) is new. I've replaced 1000 with this new DN on hunt groups where it needed to be done. However, what we're now seeing is that where a call to a hunt group should be routed to voicemail it is successfully reaching MSUM, but the caller is then provided with the announcement as if they are trying to log into a mailbox, NOT the greeting they should hear before leaving a message.
Obviously this is a new implementation of a system outside of the Nortel/Avaya family, so I appreciate suggestions might be vague or scarce! Considering CallPilot was able to recognise that an incoming call was intended for mailbox X, but MSUM seemginly can't, I'm thinking that our CS1K is still passing over the same detail it ever did (CLI?), but MSUM is ignoring it. Instead, it's treating the inbound call as someone dialling the new MSUM voicemail DN rather than having dialed the hunt group PLDN. We're only seeing this issue on hunt groups. Where the same MSUM DN is sat in FDN, EFD, etc on sets such as 1120s, then it works perfectly well.
Any advice on what might be worth investigating?
Cheers
Mike
This might be a longshot, but worth a try.
My organisation has a CS1K based network with AACC and CallPilot in use. We're currently getting rid of CallPilot. Since doing this the Avaya way meant a spending money we don't have (moving to lots of red kit), we innovated a bit and we're using MS Exchange Unified Messaging to provide auto attendants for IVRs (routing into queueing scripts in AACC) and voicemail (we already had Exchange in place and up to date).
All has gone well so far and we're now rolling out MSUM voicemail. Teething problems might appear though of course, and I've found my first one this morning. We've got lots of hunt groups in use and some of the linear ones had, until now, routed to CallPilot if no-one was available - e.g. the callPilot DN, 1000, was the final entry in these groups. CallPilot then had mailboxes headed with the PLDN which would take messages.
The DN in use to reach MSUM voicemail (via session manager) is new. I've replaced 1000 with this new DN on hunt groups where it needed to be done. However, what we're now seeing is that where a call to a hunt group should be routed to voicemail it is successfully reaching MSUM, but the caller is then provided with the announcement as if they are trying to log into a mailbox, NOT the greeting they should hear before leaving a message.
Obviously this is a new implementation of a system outside of the Nortel/Avaya family, so I appreciate suggestions might be vague or scarce! Considering CallPilot was able to recognise that an incoming call was intended for mailbox X, but MSUM seemginly can't, I'm thinking that our CS1K is still passing over the same detail it ever did (CLI?), but MSUM is ignoring it. Instead, it's treating the inbound call as someone dialling the new MSUM voicemail DN rather than having dialed the hunt group PLDN. We're only seeing this issue on hunt groups. Where the same MSUM DN is sat in FDN, EFD, etc on sets such as 1120s, then it works perfectly well.
Any advice on what might be worth investigating?
Cheers
Mike
