sundance-communications.com/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems ACD to VM

I just got ACD installed at a customer site. First ACD install and it went pretty good the only question I have is can they transfer a call to VM from the ACD group? I did read that you cannot, but it seemed like it was old documentation and couldn't find anything that says differently. I just want to have everything covered before I go back to the customer and tell them they cannot.

You can't send an ACD call to another extension and wait for it to forward to voice mail. You can, however, send the call directly to a mailbox using the voice mail transfer key, or by pressing TRAN, the voice mail hunt group code- '*' by default- and the mailbox number.

Okay, what they told me they are doing is when they are on the call they hit the trans to vm dial the extension and then hang up. So maybe it's user error.

So I talked to the IT person at the customer site and said that she stood there watching them try to transfer to vm. First they used the trans to vm button and nothing, then I had them try the trans * and still nothing. Any suggestions?

Assuming all the programming is correct, try a supervised transfer to the mailbox- don't hang up the call until you hear the mailbox greeting start to play.

I have an account who uses ACD and transfers to mailboxes with regularity. I just can't remember the hoops involved...

When they hit the button for transfer to vm they get nothing. Like the button isn't programmed. But I have checked it and it is programmed for the transfer to vm. I will more than likely go over there today to see if I can't figure this out.

Transfer * will not work. As JBean stated, it's trans + VM Access Code + * + extension access code. If the voicemail access code is 600 and the user wants to transfer a call to extension 201's VM, it would look like this:

While speaking to the caller:
1. Press the TRANSFER key
2. Dial 600
3. Dial *
4. Dial 201
5. Hang up

Okay was on site today and tested it myself. The trans to vm button does not seem to work. But I used the trans * extension combo and it worked just fine. I think there was a user error in the * process. Why would the trans to vm button not work? It is on a DSS and it works when you just hit the button without being on a call.

ACD is the culprit. Calls don't behave the same way when they're under the influence of an ACD routing table. Keep in mind, the main goal in life for ACD is to make a phone ring- not process a bunch of transfers. Once the ACD programming gets a hold of a call, it reeeeeeally hates to give it up.

The transfer to VM key will work just fine for a call that wasn't answered by or transferred to an ACD group.