NS700 ICD Queuing Question

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NS700 ICD Queuing Question #642345 03/04/22 04:01 AM
Joined: Aug 2012 Posts: 10 San Antonio, TX Corrupted DNA Member
Corrupted DNA Member Joined: Aug 2012 Posts: 10 San Antonio, TX	I've got 4 ICD Groups that callers select from after being played an OGM that each in turn send to their own queueing time table. Each ICD Group has a default mailbox configured and when hitting 'Overflow' Sequence in their queue tables correctly transfer to these mailboxes. However during the queue sequence I would like to give callers the ability to 'Press 1 to leave a message' so during the OGM playback I've included a selection to be used when pressing '1'. 500 does not cause the call to be transferred to the same mailbox, instead I hear 'Please enter your mailbox number', as if I'd dialed from a station (or group) with no configured mailbox. Has anyone run into this issue and if so how best to resolve it? I should add that I also need to jump from the OGM playback in queue to another OGM prior to transferring to the mailbox but I'd think that that should work if the first transfer from OGM queue message would correctly go to the UM mailbox that is configured on the ICD Group. Call to DID (main number) -> OGM 1 (menu level 1) -> ICD Group 601 -> Queue -> Overflow Call is sent to mailbox configured on 601 Call to DID (main number) -> OGM 1 (menu level 1) -> ICD Group 601 -> Queue -> 1 Dialed during OGM in Queue Sequence Call is sent to 500 as configured in OGM but without mailbox sent so system prompts for mailbox number. Thank you, Sean Thank you, Sean Trimm Systems Administrator Trimm Networks

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Re: NS700 ICD Queuing Question Corrupted DNA #642346 03/04/22 07:25 AM
Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland OBT Admin
OBT Admin Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland	Your setup sounds correct, your vm ports could be setup as voicemail box and the option 500 is not getting the group number sent. If you have an extension with no mailbox setup, and diverted to 500 does it give you the same recording? Do a trace on the ports to see what is sent. You could try a virtual number diverted to 500, this will send as the virtual number but the voicemail system should send it to the original destination which in your example is 601. “I have not failed. I've just found 10,000 ways that won't work.”

Re: NS700 ICD Queuing Question Corrupted DNA #642350 03/04/22 01:27 PM
Joined: Aug 2012 Posts: 10 San Antonio, TX Corrupted DNA Member
Corrupted DNA Member Joined: Aug 2012 Posts: 10 San Antonio, TX	Thank you! I had not thought to do a trace on the um ports. Nor did I try an extension with no mailbox. I will do both today. What do you mean by virtual number? I may be being dense, do you mean a PS with no mailbox? Thank you, Sean Trimm Systems Administrator Trimm Networks

Re: NS700 ICD Queuing Question Corrupted DNA #642354 03/04/22 05:36 PM
Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland OBT Admin
OBT Admin Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland	Yes, a ps, but it may need a mailbox but it should drop it in the 601 mailbox. But so should the 500 “I have not failed. I've just found 10,000 ways that won't work.”

Re: NS700 ICD Queuing Question Corrupted DNA #642357 03/04/22 07:17 PM
Joined: Aug 2012 Posts: 10 San Antonio, TX Corrupted DNA Member
Corrupted DNA Member Joined: Aug 2012 Posts: 10 San Antonio, TX	OK I still need to trace port activity however I've discovered the following: When fwd to 500 from an OGM playing in the Queue, the call is sent to the correct mailbox. When fwd to another OGM from the OGM playing in Queue, then fwd to 500 the ICD Group number is not used and the call hits the UM resulting in "Please enter a mailbox". To attempt to work around this I created a new PS, set the mailbox to be same as the ICD Group in question, set all Overflow and No answer to 500 and set the 2nd OGM 'Dial-1' to this extension. I get the "Please enter a mailbox". I can't help but think I'm leaving something out of that process but it looks just like another PS I've got configured for another one-off message / xfer to mailbox. I'll perform that trace and post back. Thank you, Sean Trimm Systems Administrator Trimm Networks

Re: NS700 ICD Queuing Question Corrupted DNA #642362 03/05/22 05:19 AM
Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland OBT Admin
OBT Admin Joined: Jan 2007 Posts: 2,125 Likes: 4 Kilkenny Ireland	Custom service 2 is what your ports are set to if it receives call directly to voicemail system or if an extension transferred to voicemail and doesn’t have a voicemail box I don’t understand transferring to second ogm, if the option 1 is not set in the same queue as the icd group then it will go to custom service “I have not failed. I've just found 10,000 ways that won't work.”

Re: NS700 ICD Queuing Question Corrupted DNA #642639 04/23/22 12:08 PM
Joined: Nov 2008 Posts: 52 North Central MD Bellhanger Member
Bellhanger Member Joined: Nov 2008 Posts: 52 North Central MD	Hey DNA: Did you get this to work yet? The voice mail is most likely getting the follow-on ID of the outgoing message extension, by default 5XX. Try setting up a mailbox with the same number as the outgoing message, put a simple greeting in it to verify that's the case. Let us know if I am right. There are a few work arounds to get the message put in the same mailbox as the overflow box. Edward Edward

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