sundance-communications.com/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems OS7400 - How to reroute ringing call to voicemail

Just wanted to throw in my comments because I am the one who got this changed.

Way back when AME was first implemented the decision was made that you'd get a couple of options when it was enabled.

AME means hat when a person is leaving you a message you can hear it on your speakerphone. But what if there's someone in your office/cubicle and you don't want them hearing that message your angry girlfriend's about to leave you?

So we decided to give you two other options: press * and the ringing call will immediately go to voicemail and the AME will not be active. Press # and the ringing call will go to voicemail using AME.

Roll on down the timeline a couple years. I got a call from one of my major call centers saying that callers were complaining of getting some automated greeting message "Thank you for calling..." which obviously is the default SVMi main greeting.

As it turns out some agents had figured out that if a call is ringing to you and you don't want it you can press * or # and it will disappear. The agents didn't have voicemail boxes or extensions, so their calls would go right to the main greeting when forwarded.

Clearly this is a bad thing. I didn't understand why it happened, so I started nosing around. Apparently whoever implemented AME just went ahead and made * and # go right to voicemail whether AME was turned on or not.

So I had to get that fixed. But some people want to be able to use this feature even if they don't want to use AME. So what I did was this:

In MMC 701 (Class of Service) there is an option called VM AME. If this is disabled (which is default) then * and # have no effect. If it's enabled then * and # will cause a ringing call to go to voicemail, but neither will use AME.

If VM AME is enabled AND you have an AME key that is turned on then * will send it to voicemail with no AME play, and # will send it with AME play.

This is only on R2 systems, the older switches will all use * and # with no way to disable it.

Just wanted to explain a little because I know at the outset it doesn't seem AME related, but it is...

Awesome explanation. That explains, then, why the user found a document showing *, while I found one showing #. Different parts of the same user's guide, I assume.

Thanks!!

Justin

That explains why too why I thought it didn't require AME to be enabled becase I always change Vm AME in COS on every install to enable. Figures. Thanks for the clearing that up.