Voicemail Pro Menu/Transfer problem 1

[Mbam84]

I have inherited an old Avaya IP Office 5.0 setup. I can generally administer it without too much trouble, but a problem has been reported that I can't seem to resolve.

VoiceMail Pro Client seems important not just for voicemail, but also for routing incoming calls. The bottom left panel of the interface is called 'modules', but I think of them as call routes/flows. One is called 'routeCalls'. It seems that's the starting point. I can't see where that's defined as the start point, maybe its a default name. Anyway it evaluates 'Get Main Service Status', and based on that sends calls on to either 'Main' (for calls during normal office hours), 'Night' or 'Out of Office'.

All the aspects of 'Main' seem to work, including a menu item where callers can choose to get transferred to Ext270. This is via a 'Main Menu' box leading to a 'Transfer' box.

Most aspects of the 'Night' module also seem to work fine, apart from the menu item there which led to Ext270 Voicemail. The result, if you choose that option after hours is a short pause then 'beep', and the caller is cut off. Ext270 voicemail is active and checked regularly with plenty of external messages arriving during main hours.

As an experiment, within the 'Night' module I disconnected the 'Leave Mail' box for Ext270, and replaced it with a simple transfer to Ext270. I'm not sure how to check to the highest level of certainty that this reconfiguration has fully saved and in production, but there is currently no difference when calling late and selecting this menu option - a short pause, then 'beep', and cut off.

Would anyone be able to help me troubleshoot why the 'Night' module is not able to transfer to this ext, when other menu options work fine?

 

[Telecomboy]

When you make a change in voicemail you need to click the "save and make live" icon at the top to save the changes. If you didn't do this then your changes would not take effect.

 

[TouchToneTommy]

To get to the module from the phone system, there is probably a Short Code, such as *80 / Voicemail Collect / "routeCalls" / 0, and the Incoming Call Route's destination is set to *80 (or whatever the short code is)

Another way it is commonly done is to make a hunt group the destination of the Incoming Call Route, have no members, and immediate coverage to Voicemail. In VM Pro under groups there is a leave action that sends the call to routeCalls

For testing, make a new short code to point directly to your Night module: *81 / Voicemail Collect / "NightModule" / 0 so you can get there even during open hours

You can experiment with the selector code that leads to Leave Mail 270, make it instead go to a generic that plays a recording and then loop back to the Night Module. Maybe post a screen shot of your Night Module so we can get an idea of how it is set up

 

[Mbam84]

Thank you Telecomboy.

I didn't mention that I thought I had already fixed another problem, whereby certain users/extensions were not showing up in Voicemail Pro Client, including the one for this transfer/leave-voicemail menu option. When I came to it the option target was a legacy name for an extension that was no longer used. After clearing some errors in the IP Office Manager, all the remaining 'users' duly appeared in Voicemail Pro, and I then selected the one we wanted for the menu option. I expected this to fix the problem.

It probably would have! But embarrassed I missed this simple distinction between 'Save' vs 'Save and Make Live'. I suppose its because 'Save' appears in both the written menu options and has a button, whereas as far as I can see 'Save and Make Live' only has a button with a symbol that meant nothing to me. I should have hovered across the whole lot, I thought I had.

 

[Mbam84]

If I was Avaya, I'd have designed the 'Save' button with a little expansion drop down on the right, which then revealed 'Save and Make Live'. That would make it crystal clear to the novice, especially one actually on the look out for a distinction as I originally was. Instead they've used a symbol that just doesn't make a clear visual impact at the rather dated graphic quality.