atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Transfer to Operator

I have a CIX670, numbers follow:
Equipment Type: CIX670 : B--U
Equipment Version: AR5.20 MT022.00
VM Sofware Version: 5.5.26

Regarding our call processing; when someone calls our main DID we have the following setup:

MULTIPLE CALL GROUP
MC GROUP PILOT NUMBER=500
Rings several numbers with varying delays then finally VM (the idea is that, during normal business hours a human should answer. if they cannot, the normal call processor provides options)

MAILBOXES:
ID=500 Ext=600:
Auto setup 1)ring 4 times between 0800-1700 then transfer to 600. 2)between 1700-0800=DND

ID=600 Ext=600:
Auto setup to play greetings for morning, afternoon, evening with dial and transfer options to callers

This all works fine. Here is my problem;

Every user mailbox has '0' menu key configured to transfer to 500. We want this to ring the operator which should be answered between 0800-1700 by a human. It is not. Instead (it appears that) pressing '0' transfers the caller directly to 600.

Any ideas?

Thanx in advance!!

That is because your mailbox "500" has an extension of "600" in it. What extension is programmed in your "0" mailbox? Can't you set it to "500"? If not, read below...

If you want "0" in a particular mailbox to go somewhere else, you will need to create a mailbox(the mailbox number is not important) and make the extension field "500". Then in each mailbox single digit options set the "0" field to be your new mailbox number.

I think that what I want to do is transfer the caller to the MULTI CALL GROUP 500 when they press '0'.

Example, In my voicemail I tell the caller that they can be transferred to the operator by pressing '0'. I want them to go through the same process as calling the main DID which rings the MCG 500.

Can this be done?

Thanx!!

In mailbox "0" set the extension to "500" and make sure in the user mailboxes that the single digit option for "0" is blank. This will use the default "0" mailbox as the destination.

I tried this;

Changed the Mailbox ID=0 EXT=0 to EXT=500
Changed the menu in my mailbox so that option '0' was blank
Called my extension, selected option '0' when my greeting played
Pressing '0' did nothing

Thoughts?

One thing doesn't match up. You said MCG 500 rings the phones, but Voicemail 500 is extension 600. What is 600? If 500 is the MCG why isn't VM 500 rining 500 instead of 600?

Here is what I beklieve you want:
500 is the voicemail will have DND on at night of DND off during the day, and is working the way you want, so you want 0 to work like 500.

In VM box 0 put this in the extension field;
@G(500). Make sure Do Not Disturb is OFF.

Although puting a 0 option in everyopnes VM to transfer to 500 should be the same result, 500 will take a message when DND in on at night, or ring 600(?) when DND is off during the day.

If the MCG is pilot 500, then your Ext fields in 500 should be 500 also. Is the VMID 600 so that messages are left in MB 600? Is 600 another MCG or extension?

You are very close to what we want. However, I could not make your suggestion work. Here are links to images of my configuration which may help make more sense of this:

MCG 500

MCG 500 Ring Config

Mailboxes

Mailbox 500

Mailbox 600

Mailbox 601

DID #1

DID #2


Again, here is how the configuration is supposed to work:

Caller calls into DID #1

If the hours are between 8am and 5pm it rings the extensions defined in the MCG500

If no answer or it is after 5pm then they get the recording for mailbox 601 (600 and 601 only differ in the sales department they transfer to if they select '5'.)

All employees want to record their greeting to inform the caller that they can press '0' for the operator. This is a little misleading because what we want it to do is take them to the MCG ring configuration just as if they had called the main DID. If our operator is there to answer, great, if not they should go to vm.

I hope that this and the images clarify a bit what we are trying to do and what we have. What we have may not be correct and I am not against reworking it.

Thanx in advance!!