sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Two questions related to queue and voicemail

Hi all,

I have an Axxess 5.2 system and I have two questions:

1) I have one particular station who is having a voicemail issue. If you call the main telephone number into the business which takes you to the automated recordings and type in the extension number, the line will ring several times and then eventually take the caller back to the main menu. However, under Truck-Related Info > Call Routing Tables > we have our direct dial numbers listed and the extension in question has a direct dial number. If you call the direct dial number, the station will ring several times, and then drop the call over to the proper voicemail for the extension. I've looked through the settings and I'm a bit confused as to what could have lost its setting (I say lost as this particular stations voicemail worked about a week ago and the system hasn't been modified since then). Does anyone have any insight on this issue?

2) I've curious about the queue options with this system. I understand my software version is slightly older, but I understand it has some queue capability, setting up agents, etc. We have hunt groups now, and calls continually ring around the hunt group until they're answered. What we're looking to do is setup a queue to transfer calls into and if all employees in that department are busy, the call sits in the queue waiting until a line opens up. When that line opens, the call rings in to that employees station. Is that possible with this version of this software? I've looked in the administrator manual quite a bit on the topic, but see more references to hunt groups than a queue system.

Thank you for your time!

1. Check that stations forwarding path to ensure that AA Transfers are being forwarded.

2. Yes, just set up a hunt group (queue). If they don't want to hear ringing when they are on a call, turn off camp on indications.

Yes, that stations AA Transfers are being forwarded. Is there anything else I can check?

Check system flags for that station and ensure that system forwarding is enabled. (I'm assuming it is because DID calls are going to voicemail, but it is good to check.) That is the only other thing I know to check.

It really sounds like the CO Transfer/AA/VM is not set to "YES" in that station's forwarding.

Ah, it was system forwarding. Thank you Drew!