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#544091 01/23/13 02:47 PM
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Good Morning,

Here is my bakstory on this problem. This company's VM card crashed a few months ago. They had an 8 port VM that was temporarily replaced with a 4 port direct connect only VM card. Here is my problem. They have 2 different "call circles" set up using ACD agents. When a caller reaches the auto attendant, they press option 1 which dials ext 7002. 7002 sends the caller to the "appointments call circle" (Which is group 2 under Acd Grp Access Numbering). If no one answers within the circle it is supposed to terminate at VM box 260 which is a virtual extension and that is how they always accessed the circle's VM. Biggest issue here is the guy who did all of this programming years ago is no longer here and I am struggling to find the solution. Any advice???

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Forgot to add in that the software version is Enterprose 5.x

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The appropriate mailbox should be indicated in the Call Sequence Table. Remember that that will be the Mailbox Data number, not the mailbox access number itself. You are referencing 4-digit groups but a 3-digit mailbox number. I bet you are looking at the Mailbox Data number.


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What exactly should I be looking for do you think? I can tell you that it was just the VM card that crashed. Nothing really should have changed withn the programming of the rest of the system. Should I not be looking at the VMI Editor itself to find this problem. I am really stumped on this one.

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First look at Voice Mail Integration>Mailbox Data in the ECS. Individual mail box numbers are associated with extension numbers here (If you toggle to Item, it will be Class 35). The Call sequence table is based on the mail box number on the voice mail card itself, not the extension number. It's terribly confusing, I know. Think of this- a Mailbox 0 key forwards to an extension's mailbox, because mailbox 0 always sends the packet info for the extension being forwarded. ACD Call sequence tables aren't extension numbers, so they have to reference a particular mailbox, regardless of any association with an extension. It's similar to adding a second MBOX key to a key pattern- you have to associate the Mail box data for that extension on the button. Find the mailbox number associated with the extension number you're looking for and use that in the Call Sequence table.

Clear as mud?

Last edited by JBean3329; 01/24/13 12:23 AM.

Sometimes the thoughts in my head get so bored, they go for a stroll through my mouth. This is rarely a good thing.
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Ok, I see what you are saying here. Before it would terminate at VM to mailbox 441 and my first parameter in my call sequence table for this ACD group for VM was parameter 2 which in Mailbox Data pointed to 441. I changed that to 260. If I wanted to start from the beginning and make this ACD group work for these 4 agents, what do I need to know? This is what I can tell you so far:

In the main AA for the business, callers would press 1 and that would call extension 7002 (Not sure where that number came from but thats how it was set up). 7002 would call my "appts call circle" which consisted of 4 extensions (100, 215, 216, and 217). The agents login to their groups with 0011, 0012, 0013, and 0014. Login Method is Dual Group, Group Login 1st is set to 2, Group Login 2nd is set to 248. Both answer priorities are set to 1. It looks like there was a station hunt group set up in group #2, access #157. I have no idea how all of these things tie together to create this call circle effect. I get that they login to group 248, but what I do not get is how when a caller chooses 1 in AA and it dials 7002, how does that go with group 248?

I know I am sounding like a rookie here, but I am self taught with telephony in general and have learned by experience. I can do most things on an Iwatsu, but this one seems super in depth and one I will not soon forget. Thanks for any advice you have for me

Jason

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So as I look in one of my old saved programs, I can see that virtual extensions 440-445 are labeled with ACD under stations (obviously someone labeled that before). Mailbox Data for box#2 pointed to 441 as I had it before, but my users swear that they used to call 7000 from a phone and then from there go to mailbox 260 to check their VM for the call circle. I am thinking I can just push this old program up, but not sure exactly what they key things are to look for

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7000 is the default Voice Mail hunt group access code. A user calling this will ring the auto attendant, then can log into any mailbox they want.

The 7000 series numbers are probably hunt group access numbers.

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Sometimes the thoughts in my head get so bored, they go for a stroll through my mouth. This is rarely a good thing.

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