Voicemail Pro transfer assistance needed

[wrenchmonkey]

Hello!

I need some assistance with voicemail pro. I have a customer who is wanting calls to route like this.

Call comes in, if user isn't at desk (from 8-5) then call goes to Main Huntgroup. If it's an internal call they want the call to go to voicemail. If it's outside of the hours of 8-5 they want the calls to go to voicemail.

I have this working with the "Leave" action under the user in voicemail.

Call flow looks like this.

Call comes in <Start Point> <Route incoming call> (Internal goes to <Leave Mail>), (External goes to <Test Condition>). <Test Condition>, (True goes to <Transfer>), (False goes to <Leave Mail>).

This works, but here's the monkey wrench. After the external call goes to the Main Huntgroup, they want the receptionist to have the ability to transfer the caller directly to the voicemail of the person who didn't answer. Currently this is setup with a shortcode (#xxxx Voicemail Collect), but the result is it goes through the call flow and goes straight to the huntgroup again. Is there someway of setting up a condition to see if the call has just resulted from a transfer? Is there a better way to accomplish this?

Thanks in advance for any help!

Chris

 

[aarenot]

try assisted transfer action for the transfer.

 

[kholladay]

You could try CLI Routing with the CLI equal to the receptionis' extension. Although I'm not sure if it would grab the external CLI or the transferring extension's CLI.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"If it worked the way it should you wouldn't need me

 

[wrenchmonkey]

Thanks for the suggestions guys...

I can't seem to get the assisted transfer to give the right results, seems like it is doing exactly the same thing and running straight through the call flow just as if it's a new call.

Unfortunately the CLI routing does keep the external number of the caller and not the transferring extension.

Is there anyway for VMpro to differentiate between a transferred call and a new call? I have tried about every variation I can think of and I can't seem to get it to do that last detail.

Any more suggestions would be greatly appreciated.

Thanks,

Chris

 

[aarenot]

Asissted transfer was set up how when you tried it, give specifics? Where did you route each of the results from the asisted transfer?

You are probably going top have to add a menu to the custom leave mail start point to enable the reception to transfer direct to a VM box since you altered the standard leave mail flow.

You could create a second VM box for the user invovled which the receptionist could transfer directly to, then have it take the message.



WHAT YOU ARE REALLY DOING

It really sounds more like what you want is to have each user have their own hunt group in reality!!!!

User HG call flow out of the transfer after the test condition.

Ring HG with single user as member
then overflow to reception
then go to hunt group VM box.

The reception would transfer to the HG direct to get the caller direct to VM box.

You could make the USER internal leave mail call flow leave it in the group box to eliminate have two boxes to check.

YOU REALLY ARE LOOKING FOR HG CAPABILITIES SO IT IS BEST YOU JUST USE THE ACTUAL HUNT GROUPS TO DO IT.

If they want HG features, they may need to actually use HG's.

 

[wrenchmonkey]

160 huntgroups?

There has to be a better way. I appreciate the feedback, but I'll have to find another way somehow.

I tried routing the assisted transfer everyway I could think of, but it didn't seem to change the end result.

Time to start from scratch and rework it.

Thanks though...

 

[aarenot]

The HG is designed to do exactly what you want this to do. You really only have to set up one HG, then copy, and paste it. Then go in, and add each user to their group. It should not take that long, and any other way to do it is going to be just as much hassle as it will need to be set up for each custom start point for 160 users. The only other way would involve USER VARIABLE ACTIONS in VMPRO, but will need to be set up for all 160 users as well. This still leaves you the transfer issue you are facing currently.

Each custom leave mail start point during hours would then transfer to the HG, after hours leave mail to the hunt group.