ACD Call Path

[bvtech]

I will do my best to explain this as simply as I can.  I am working on setting up ACD on a MiVB SVI with Embedded VM.  I have everything working correctly as the customer wants except for one thing.  On their current phone system when all agents are unavailable, calls go to a department mailbox.  I have it set up so that when the  main path (call it 1111) is in DND, Calls go to a secondary path called 1112.  1112 is programmed with a RAD greeting that sends digit 1 to the department mailbox. When I call 1112 internally, calls go directly to the RAD message which gives the option to press 1 to leave a message.  Pressing 1 goes to the appropriate mailbox and will receive messages.  However, when I call from outside (using a temporary SIP trunk) The correct RAD greeting  plays, but when I press 1 it plays the main AA greeting which should not play on either ACD path.  It seems like something is screwy between internal calls and external calls.  I have been going over the programming for hours and I can't figure this out.  It is probably something simple like a dumb radio button, but I don't know where to look.  I would greatly appreciate any assistance.  Thank you.

[johnp]

Are there any other options within this dial out of queue? Any default action in some timeout? Ask because what you say should work unless dtmf isn't recognized IMHO.

[ACDeezNutz]

Embedded voicemail will play the main AA if you send digits to the VM hunt group that don't match a mailbox.  The first extension that answers a public call is what usually gets sent to voicemail regardless of the amount of transfers.  However, if you use interflow or a nametag hunt group as the next DN in your routing those digits get sent to VM.  Sounds like your ACD group 1111 is being presented to VM still, but internally you dial 1112 to skip it so it works.  I'd just create a trusted extension with a mailbox and make it the interflow of group 1111 so it goes there when the timer expires.  When nobody is logged in it will go there automatically if you set it as the unavailable destination.  Then you just put the MWI for this extension on a few agents phones to access a group mailbox.

[bvtech]

Thank you for the information, however this still did not work.  When agents are logged in but do not answer, the call goes to RAD 1 which plays a greeting.  After 1 minute a second RAD plays with a different message.  After another minute, RAD 3 plays which does present the option to press 1 to go to voicemail.  That works just fine.  When agents are logged out, or the path is unavailable, calls are sent to the second path which plays a fourth RAD Greeting announcing that no agents are available and to press 1 to leave a message.  It is at this point that pressing 1 goes to the Main AA.  The company answers as 3 different business. The main business answers with the Main AA.  It's not a problem I guess to have it go to the Main AA.  It is easy enough for them to forward any messages.  I just wish it would work the way I want it to.

Incidentally, with interflow enabled and the timer set this causes the call to go directly to the mailbox before completing the RAD greetings.  The path unavailable answer point number plays the main AA greeting regardless of the extension number programmed.  It works with the 2nd path number programmed, but does not forward to the appropriate mailbox. 
The system equipment is being installed on Friday so I will probably just be content to let the messages go to the Main AA.

[ralph]

The message is going to go into the last path it actually queued to.
So pressing 1 is probably sending you to a mailbox that it thinks is the number for the overflow path.

Ralph

[bvtech]

There is no overflow path programmed. Might that be the problem? What I find bizarre is that when I call in to the number that is answered by the main AA, I can dial path 1 and with no agents logged in it goes to path 2 where I can dial 1 and reach the correct mailbox. However, when coming in directly to the ACD phone number I do not end up in the correct mbox, just to the main AA.

[ralph]

You can try this as an experiment:
Assign a phone the same COS as your VM ports.
Create a new VM hunt group and put the phone in it.
Use the hunt group as the target for your "Press 1".
See what comes up on the display. 
That should tell you what mailbox it's actually trying to go to.

Ralph

[bvtech]

I set up ext. 1551 with VM ports I created a new vm HG as 6105 and added 1551 to the HG.  I made 6105 the Interflow Point Directory for Press 1.  when path 1 (1111) is unavailable the Unavailable Answer Point Directory Number is 1112 (Path 2). What I see in the display of 1551 is No Ans from 1111.

[johnp]

What version of software is running?

[bvtech]

10.0.2.10 is the current software.

It seems to me that the issue is when Path 1 is unavailable and reverts over to path 2.  Path 2 will not transfer the call to the correct extension mailbox when path 1 does not answer.  If I change the DID number so that path 2 answers immediately, then pressing 1 goes to the correct destination.  It has something to do with the handoff from path 1 to path 2.

[johnp]

Could create a mailbox 1111 with a callflow that has the option to record to the desired shared box. There are likely other ways to get where you want but don't know the full ACD path and requirements.

[ralph]

If you want it to go into mailbox 1112, be sure that the call queues to it for at least 1 second.

Ralph