Custom MN6510 Voice Menu problem

[tskwared]

I'm creating my first custom Voice Menu on the MN6510 platform as a very simple test.

Desired behaviour is:
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a. Press 1 to reach on duty phone (action = Send to Phone Number A)
b. If no answer, the Default action is set to "Send to Phone Number B"
c. If no answer, simply disconnect

Current setup is:
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a. Greeting Only mailbox
b. DTMF key 1 = Send to Phone Number A
c. DTMF key Default = Send to Phone Number B

Current behaviour is:
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a. Press 1, and the on duty phone is called
b. For this test, the on duty phone does not answer
c. Call is routed to voicemail! (not sure how this happens with a Greeting Only mailbox, but was expecting it to route to Phone Number B)

Any ideas?

[bluewhite4]

Not sure off hand as I haven't had to do anything in the 6510 in awhile.

Sounds to me like the 6510 is doing an unsupervised transfer to phone A and when phone A doesn't answer, the call follows the call rerouting or call forward no-answer of phone A to voicemail.

Any chance?

Sent from my iPad using Tapatalk HD

[tskwared]

That would make sense if phone A was internal: however, it is an external number....sorry, I forgot to clarify that both phone A and B are external numbers.

[ralph]

Are you routing to a 3 or 4 digit speed dial number or the actual number?
If you're routing to an actual number, I'd create a system speed dial number with Toll Restriction Over Ride enabled.
Then try again.

Ralph

[tskwared]

Ralph - I did as you said, but no change in behavior.... call is still routed to voicemail after phone A does not answer.

[Mattmayn]

Didn't you say that phone A was an external number? I assume that you are saying that the call is going to their VM not yours? I also assume that your VM isn't supervising that call anymore and it is doing what is intended by the programming.

If this is true and you would like to control that external call as though it were an internal call, look into external hotdesking for that number. It would allow you to reroute on no answer if you would like.

[ralph]

I asked one of my 6510 techs to take a look at this post.
Here's what he sent:

Ralph the way I have always configured the 6510 for a blind xfer was to set the option to “call mailbox” then enter the desired mailbox for the xfer.  This does require a valid mailbox for the transfer.  This is how Esna has explained to me how to get a call to xfer from a AA.

Hope that helps.

Ralph

[tskwared]

Mattmayn - great question, that I failed to clarify previously: the call is falling back to the 6510 voicemail box.... which is odd, given that I've configured it as a Greeting Only mb.

Ralph - that setup won't work because the blind xfer actually hands-off the call to the xfer-to number.... my desire is for call control to stay within the Greeting Only mb so that if Phone A does not answer, then an attempt to Phone B will be initiated. In a twisted way, it is sort of like a sequential Ring Group.... I was just trying to accomplish it with the 6510.

[ralph]

I'm not sure you can do that with the 6510.
Perhaps a cascading ring group with external hotdesking.

or, (thinking out loud here)
blind xfer to a phantom extension that is forwarded to your external number.   Forward the phantom number via 1st alt to the 6510.   Create a mailbox for the phantom extension that will "find" the user and use the cell phone for that number.

Ralph