atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems CICS ringing options

Would you be kind enough to explain what I need to do to get voice mail to pick up instead of going back to the menu, and why it might be doing that instead of dropping into voicemail ? I have been through both the installer and coordinator manuals, and things tend to be explained in a granular way, rather than from a big picture call flow view. If there is a particular manual I should be looking at, please advise.

If you don't understand the manual, then you don't understand basic telephony or Nortel's terminology.

Take a course.

I didn't say that I don't understand the manual. I said that I didn't see where in the manual the call flow picture is addressed. Since the manuals are specific to each product, there doesn't appear to be a manual that explains how call flow proceeds when you integrate two products like the CICS and the Call Pilot.

I am happy to invest the time and effort to learn things, but there are some things that are only learned by experience, since issues often develop in situations unforeseen by manual writers. It seems to me that there are questions asked in this forum that I could have answered, but I wouldn't consider it either professional or appropriate to speak down to them.

As I've gleaned from looking through the postings on this site, many people learn through the kindness of other people sharing their knowledge. At some point, none of us had any of the answers we have today. A moderator should certainly treat forum members with the courtesy due to anyone seeking to improve their understanding.

I hope you will be kind enough to share what you know, Marv. I've seen you do it with so many other postings.

True, but many of those issues are explained when you take the proper courses....and with the courses AND experience with the particular equipment solutions can be reached... :read:

Then I would ask for two things:

1) Please give me the specific details I need to route the call into voicemail instead of wrapping back to the menu

2) Please recommend the course that would address the call flow as it relates to the CICS and Call Pilot. I suspect that such a course may not even exist at this point, seeing as the hardware involved is substantially out of date, and it would be difficult to apply new information back to hardware that may not have many of the capabilities or options of newer gear.

It would appear that part of the problem is that using extension 221 in a hunt group automatically routes the call back to the VM menu.

So I create a hunt group 1, DN 290, with members 222 and 223, which rings both phones. If I set up overflow for hunt group 1 to 222, and CFNA for 222 is pointing to the voicemail DN, and overflow is triggered and the call is routed to 222, does the CFNA setting for 222 apply to that routed call ?

Yes, it will. I never try that and not sure you can Overflow to the member of HG. But if you can it definitely should work.

The manual says two interesting things:

1) Do not assign any hunt group lines to individual telephones. If any of the phones have the line assigned, remove the line from the phone before assigning it to the hunt group.

2) If the overflow phone is a hunt group phone, the call is treated as a new call, and goes to the bottom of the queue.

There is no consequence indicated for the first condition, so it's hard to know what happens in that case.

The second condition seems to indicate that even if overflow is programmed, the call will never get out of the queue, but rather simply be reloaded to the queue each time it times out to overflow. That would seem to indicate that you can never send a hunt group call to the voice mail of a member phone.

Any comments on that ?

Its possible but doesn't make sense to me. By all rules hunting take place only if you dial a HG pilot number but never when you dial member directly but with Overflow it might be a different story. Anyway I'd try.

Lines should ring into HG not individual member.

overfow HG to call pilot DN. Make sure the HG DN is assigned to as an additional ext in the mailbox you want it to go.