Auto Attedant selection - forward to Mobile/Cell Phone

[MitelNewbie]

Hi guys,

Please excuse if this is an easy one.

We currently have an Auto Attendant in place, so the caller first hears a welcome message, then press 1 for Sales, press 2 for Support etc.

Originally the options all went to actual Deskphones. However, the Support person now wants it so that when the caller presses 2 for Support, it goes straight to his Mobile/Cell phone.

His Deskphone already has a redirect to his Mobile on it, but when setting the 'press 2' option to his desk, it just takes the user straight to his Deskphone voicemail box (so it doesn't attempt to call his Mobile).

So I changed the 'press 2' option so that it was directed at a System Speed Dial to his Mobile, which also doesn't work (a system message is heard saying that the person is unavailable to take your call, it doesn't go to voicemail or anything).

Any ideas on what I need to do to get this working?

Many thanks in advance for any assistance. 

[ralph]

A few things could be blocking this.
1) is your system speed call set to over ride toll control?  Should be.
2) Can you take an incoming call at your desk phone and transfer to the speed dial?   If yes, test again with your COS being the same as the VM.
3) In the COS of your VM is public network to public network connections allowed set to yes?
4) It can also be blocked by your carrier if it doesn't like the caller ID being sent out.  If your ISDN trunks are setup to pass through caller ID then the carrier may block it.  On the same thought it may be that your VM ports aren't displaying caller ID at all so check to be sure your VM ports are at least using the default Caller ID in your ISDN forms.

Ralph

[MitelNewbie]

Hi Ralph, many thanks for your quick response!

The system speed dial for his mobile is now set to Over Ride Toll Control (it wasn't previously).

The user in question currently has a Call Forward Always button on his Deskphone, and direct dialling his extension correctly redirects to his mobile (when the Call Forward button is illuminated on his Deskphone).

However, with his internal Deskphone extension as the 'press 2' option in the Auto Attendant, a strange thing happens now.

When you press 2, it appears to call his mobile but only rings for a split second, then from his point of view hangs up, and from the callers point of view, forwards to our 'press 9' option of the Auto Attendant, which is to use the company directory or direct input the extension of the person you are trying to reach.

On his mobile's screen (an iPhone), when it rings for a split second, it does say that it is an unknown caller. Does this allude to your last bullet point? If so, where do I check that the VM ports are using the default caller ID?

[ralph]

On his mobile's screen (an iPhone), when it rings for a split second, it does say that it is an unknown caller. Does this allude to your last bullet point?

No.  If his phone rings at all then it isn't a caller ID issue.

I would suspect the COS now.  Check my previous point 3.

Ralph

[MitelNewbie]

His Deskphone's Voicemail COS has Public Network to Public Network Connection Allowed as YES. Public Network Identity Provided is NO.

Any ideas?

There isn't some sort of time out going on here is there? (i.e. the telephone system has a time out set too small, so it only just dials the mobile number before cutting it off and redirecting the caller to the 'press 9' option?)

[ralph]

It's the COS of the VM ports and trunks you want to check.
The desk phone doesn't come into play at that point.

Ralph

[MitelNewbie]

Hi Ralph,

Just to say many thanks! It was indeed the COS of the VM Trunk causing the issue (Public Network to Public Network Connection Allowed, changed to YES).

Does that mean now we are open to potential toll call abuse?

Many thanks again for your assistance! 

[ralph]

Does that mean now we are open to potential toll call abuse?

It means that you've peeled back one of the security layers.
Be sure that the COR of your VM ports are set for no outbound access.
Same for your trunks.
The COR for your trunks and VM ports should be restricted to no outbound access.
When outside access is required use system speed calls that override toll control.

Ralph