no personal VM greeting When ACD agent logout

[dansanity]

I am not hearing the ACD agent's personal voicemail greeting when it's not login, any suggestions?

thanks

[martyn]

What are there alternative routing positions set to? Do you hear it when they are logged in and don't answer?

[dansanity]

the 1st alternative routing is set to go to Voicemail.  if they are login, i can hear the greeting and leave a msg. issue happens only when it's logout, thats when i don't hear the personal greeting but able to leave a msg.

[ralph]

Are you using the embedded voice mail?

Ralph

[dansanity]

we are using Nu-Point.

[ralph]

Are you using networked ACD?
When the agent is logged out and you enter "loc fe ext <phone ext>" in maintenance commands what do you see?

Ralph

[dansanity]

sorry, i got the wrong info from the onsite supervisor.
what happens is that when someone dial 0 to go to a extensions assistance which is ACD agent and when it is logout, the assistance's mailbox greeting does not play but you can leave a message. if the agent is login, then you can hear the assistance's personal greeting and leave a message. It's a 3300 with nu-point.

Thanks

[ralph]

What is the dial zero target programmed as in the NuPoint?   Is it the agents ID or the agents extension?

Also, are you resilient?

Ralph

[dansanity]

I did few test myself and the problems is that when the agent logout, instead of playing the agents personal greeting, it says "you may start your message" is there a way i can set it to announce the agents personal greeting?

Thank you

[bluewhite4]

Whats the agent's login id? Whats their normal extension number? By any chance are you using Hotdesking?

Like Ralph asked,

What is the dial zero target programmed as in the NuPoint?   Is it the agents ID or the agents extension?

[dansanity]

yes, it is indeed a hotdesking user. is this why we don't hear the personal greeting?

[bluewhite4]

Yes, that would be the problem.

You have two different mailboxes. One for the phone when its not Hotdesked/logged in, and a second for when it is logged in. The logged in one is where the user has recorded their personal greeting. The non-Hotdesk mailbox does not have a personal greeting yet.

What I would do is have a single mailbox for both; by using the Alternative Extension number field, you can have a single mailbox for both the default DN and the Hotdesk DN.

Then you can use a MWI button on the hotdesk profile for the default DN to get any new message notifications.

Make sense?

[dansanity]

I not following what you are saying when you say there is 2 different mailboxes.
there is only one mailbox for user, so if there is 2 mailboxes then where is the message store when it's logout?
As for the alternative extension number filed, is this in Nu-Point?

[bluewhite4]

When you log into the phone via Hotdesk, you're changing the phones extension number.

I'm betting that within NuPoint, you have one mailbox for the physical phones extension number, and a secondary mailbox for the Hotdesk extension number.

Yes, the Alternative Extension number is programmed within the NuPoint. (If you're doing this via the web, you have to access the mailbox, and then click on the Advanced link.)

[dansanity]

the acd agent is the hotdesking extension, the phone itself is an "ip device only" phone which no one calls.
let say the agent's extension is 5000, when calling 5000 (login) the voicemail greeting play properly but when it's logout, that's when it says "you may start your message now"