sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Avaya - Lucent Telephones & Systems IPO Call Center Issue

I recently built a call center for a customer on an IPO 406 w/ VM Pro running 3.2(61) software. There are two people in the hunt group and they both have the option to log in or out of the hunt group. The hunt group also has queuing setup. The problem is that when both people are logged out of the hunt group and a caller calls in instead of going directly to the vm box the queuing message plays. I have rechecked settings and cannot find why it wont just go to the mailbox. The only thing I can think to do is tear it down and rebuild it, which I dont really want to do. If anyone has any help to offer I would appreciate it. Thanks

You dont have voicemail ticked for that group, otherwise queuing would not work. You could do tons of things to accomplish this though.

You could make a dummy group, set that dummy group as the oout of service fallback group. Instead of logging off, they can put it out of service (hung group out of service). Make sure voicemail is ticked on.

Then in voicemail pro, go to groups, and the start point for that dummy group, make a leave mail action to go to the mailbox of your original group.

Call comes in, hunt group is out of service, so it goes to the fallback group. There are no members of the fallback group, so it will go to voicemail, following your leave mail action to the original group.

One way to do it.

I never thought about that. I will definatly give it a try and let you know what I come up with. Thanks a lot.

I tried the fix today and it worked great. I built it just like you said with the dummy hunt group and had them put the group out of service. Thanks so much for the help!

Glad it worked/fixed the issue!