Ring Group Overflow

[martyn]

Got a little bit of an odd one that is puzzling. There is a ring group that, if unanswered needs to go to voicemail. The problem is that it is ending up in the voicemail system, but not a mailbox.

The scenario is. RG on NA goes to an ACD path (that is empty) which interflows to a single line key (that has a permanent divert to vm).
If you ring the ACD path (which overflows to the key), or the single line key, you go to the mailbox and you can leave a message. If you ring the Ring group, which then goes NA to the ACD path, then to the key, you just end up in the voicemail system.

Has anyone come across this sort of issue before? Usually the ACD path interflowing resolves these sorts of issues, but it seems that the Ring Group is marking the call with an incorrect number, and the ACD path, etc is passing that number through the system.

[johnp]

You could make the ring group *mailbox. put the dialable number as a speedcall

[martyn]

Not sure I quite follow. Can you expand a bit further?

[acejavelin]

Not sure exactly what johnp is getting at, but we do this with a * hunt group...

You want calls to go to mailbox 300, create an empty Name Tag hunt Group with an extension of *300 and call reroute it to voicemail (do not give the Hunt Group a name), then set the ring group overflow to *300. When it hits the voicemail it will drop into MB300.

[johnp]

I was saying make the ring group *XXX overflow to vm to mailbox XXX. If this needs DID coverage make a speed call yyy the dials *XXX

[johnp]

One other thought, your acd path may not have enable calls to que when no agents logged in set.

[martyn]

Sweet, will give the Name Tag HG a go and see how that goes!

[martyn]

That's done the trick! 

Should really look more in to the power of NameTag Hunt groups, as they do seem quite useful sometimes, but never had the need to really use them.