atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Calls going directly to General Delivery MB?

I have a CICS with CallPilot at a busy medical office. CCR tree answers on "0" rings. After pressing 1 or 2, patients are directed to appropriate doctor's receptionist. I've set up a hunt group for the busier receptionist (221), so other girls at the front desk can help her answer.

Occasionally, when calling in, the call goes directly to the General Delivery mailbox. Anyone have any idea as to what's going on?

I'm guessing the voicemail (2 ch.) is busy with other calls, but why would the caller get the Gen Del. mailbox instead of nothing or ringing?

Call pilot 100 is 4 channels. If all ports were busy caller would get ring no answer not the GMB.

Questions...

EXACTLY how are you routing to the receptionists?

Does the caller press anything?

What is the attendant DN in call pilot?

If the attendant DN is a hunt group, what is the overflow set to?

Are all receptionists phones busy at the time?

If attendant DN is the reception phone is, Are any reception phones set CFNA/CB to voice mail?

What is the recall timer set to?

CCR is pretty basic:

Press 1 For Receptionist "A" (221)
Press 2 For Receptionist "B" (222)

Attendant DN is 221

I believe overflow is set to "Broadcast"

Not sure who is busy at the time. I only hear this when I'm calling in to their office, so I'm not there to witness who's busy.

I believe the reception phone is set CFNA (6 rings) to the VM DN.

Recall timer? I believe that is 6 rings, too.

Does either 221 or 222 have CFWD to voicemail on busy?

Which phone do you have assigned to the general delivery mailbox? 221? or 222?

Sounds like it is call fwd to voicemail when the phone is in use.If 221 is assigned to the GD Mbox if that phone is in use it will fwd that call to that extensions mailbox.If the GD box is assigned to 221 then chances are she is busy on another call when the second one comes in.Thus sending the call to GD because it because it sees that phone as being busy.

Also make sure that you dont have answer DN's set for either of the extensions.It will follow call forwarding as well.

CF on busy = none

Gen. Delivery MB = 221

You say: "If the GD box is assigned to 221 then chances are she is busy on another call when the second one comes in."

I say: Shouldn't you hear the CCR tree first (Thank you for calling the medical offices of blah, blah, blah. Press 1 for Dr. A (221), Press 2 for Dr. B (222)) before hearing the Gen. Delivery MB?

My problem is, on occasion, when calling in, I hear the Gen Delivery mailbox as soon as the CallPilot answers...NO CCR TREE!?!

Try this:

Make an alternate greeting that is very long so 4 calls can call in without needing a transfer. Make a 5th call and see what happens with the 5th call.

Set the regular greeting and have a call go to the 221 receptionist who answers. Make four calls all selecting the same receptionist who does not put anyone on hold and see what happens.

Repeat the test with the second receptionist 222 and see what happens.

That will gives clues, Inspector Bunnie signing off.

Original post:
" I've set up a hunt group for the busier receptionist (221), so other girls at the front desk can help her answer."

How are you doing this? Hunt group or Answer DN?

I believe "Hunt Group", but could be Answer DN's...

I've tried several solutions to get this to work the way they want it, so I'm not 100% sure of its current configuration.

It most likely is you have another phone ringing in the building that when it is off hook trhe call is fwd to voice mail DN. But since that phone has no MB you end up in the GDM. Also check all lines for a DRT DN.

Unfortunately Bunnie's experiment won't work because if there are 4 calls in the voice mail the 5th will just ring.

I think you're on to something here...I have the kitchen phone ringing from a previous configuration(they wanted to answer calls when on break)...perhaps I'll change the kitchen phone to an Answer DN.

DRT DN?