ACD Path Unavailable routing

[Chakara]

  We have an ACD queue.  When it is unavailable (no agents) we want calls to go to a general voicemail box on the Embedded voicemail.  I have an ONS that has the mailbox number for an extention and re-route always set to the VM pilot.  However the calls land on the company greeting rather than the particular mailbox.  I tried bouncing the call through another ACD path but that had the same result.   At this point I'm stumped......

  Any advice out there?

-Chak

[ralph]

Rather than pointing to a fwded ONS port (I'd use a dummy IP set and load the keys up) why aren't you pointing the path directly to VM and have a mailbox that matches the Path DN?

Ralph

[v2win]

Can you provide some more details of the call flow? VM first or is it a did directly to the ACD path?

[Chakara]

The call either comes from another ACD path or is transfered to the path by the operator.

Now the path DN is a good idea that will try.....

-Chak

[Chakara]

Good fix Ralph - dunno why I didn't think of that - but it works like a champ.

It does raise another question for me though - as the mailbox number is an ACD path now it won't let me set MWI indicators so the users know when messages are there.  Is there a work around for this?

-Chak

[ralph]

Try putting a Message Waiting indicator on the phone you want to check.
Exten: <acd path DN>
Keytype: Message Waiting Indicator

Ralph

[Chakara]

  I did that - and I get a message saying "Number is already assigned"

-Chak

[Mitel100]

You might want to try the following setup:

Create a new hunt group  as a "Name Tag" with the DN starting with   * (example *1234). Ensure that *n will not cause issues with any feature codes like call pick up. Also consider the effect of having a 5 digit diallable (inter-digit time for 4 digit diallable's)

Route *1234 to voice mail hunt group

Create a voice mail box 1234

You can now use *1234 as the Path Unavailable and callers will get the mail box 1234 as opposed the Path DN.

NB Name Tag hunt groups are well documented in the help file on the3300 but I have not come across the  * prefix which is the key to force digits

This mailbox or dummy number can be put on a dummy key then you will be able to use the setup the MWI key as Ralph suggested to get the MWI.

[Chakara]

  Fantastic Mitel100 - worked exactly as you described and made for a happy customer.

   Thanks!!!!

-Chak

[jblade44]

I would like to take this one step further.. they want callers to go to vmail when no one logged in so I set up like described above. The also want only one overflow to vmail. Since ACD overflow does not allow a mbox as destination would I just create a dummy PathDN and put that as the first overflow, then for the newly created dummy path put the *xxxx mailbox as the path unavailable??

[ralph]

Since ACD overflow does not allow a mbox as destination

You can Interflow to a mailbox.

Ralph