Wierd extention transfer problem from VM Pro

[spazz41]

On our main line if you call in it gives you the option for several hunt groups or the option to key in a 3 digit extention and be transfered. What is happening is one out of ever 5 or so times when it happens, they are getting to one of the queues (like they are hitting the timeout) even tho I know they keyed in the extention.
It was setup by our phone people before I arrived and they set it up in VM pro in a menu module when 1?? is pushed it executes $KEY. I dont know if that is the problem or if it really is timing out. I can always take out the time out but would rather not. Any suggestions ?

 

[jconrad0305]

that is correct. you may need to look at where in the menu the caller is keying in the ext. they may be keying it in to late.

 

[jconrad0305]

try chaning your timeout length under the menu action in voicemail pro to a number larger then what it is now and see if that works.

 

[spazz41]

I have upped it from 5 to 8 secs, but I dont want to do too much more. Ive had it happen where Im 99% sure they keyed it in on time, hopefully this helps.

 

[sometechnician]

In CC Reporting (not CCView) all extensions and lines show up for reports such as agent detail. Is there a way of limiting this data to only certain users (i.e. just the call centre agents)? Any help would be appreciated!

 

[spazz41]

You prolly wanna start a new thread if its a new question.

 

[dizzyphil]

What numbers are you allowing in the menu tree?

dizzy

 

[spazz41]

2-9 and 1?? are the only allowed. The more I think about it the more I think its them not doing it fast enough. one other way around it is to have them press 1 to enter an extention and then let them enter it with no timeout. If the 8 sec timeout doesnt work I will integrate that and try it out.

 

[dizzyphil]

the timeout does not start until after the 'wav' file is done. You may want to say in the greeting that 'if they know the parties extension dial it now' first. Then go through your hunt groups.

dizzy