We have a dk strata 424, with Delta Voice systems VM. I am trying to set up VM box with prompts to different acd's. So far its working with one expection. When no one is logged into the queue it transfers back to the 1st VM box with the prompts instead of going to a desginated VM box to leave messages.
Any ideas?
Try this (it worked for me)....
Create a Phantom DN and assign it to prg.14-6 After Shift Destination. Call FWD ALL calls on the PhDN to VM, make sure you ID the PhDN (65691 and 65792). This can even be a S/L port with no phone attached. BUT, make sure you label the block so noone uses it!!!
Now when there are no agents logged in, the call will goto PhDN and fwd to VM box for PhDN. In that mailbox you can offer to leave a message or digit out....whatever you want!
Also you can assign a different after shift destination for each ACD group. That way they each go to a different mailbox.
Good Luck. Let me know it works for you.
[This message has been edited by Voyager (edited December 28, 2004).]
Martin - Thanks, but this isn't rocket surgery!!!!!
Ok, it didn't work, but i think its my lack of progamming skills.
Here is currently what i have setup using dkadmin.
I have forwarded a dnis number to ext 305, x305 has no physical phone, it cfwd's everything to VM. On the VM box i have multiple options to transfer to different ACDs (#40612, #40611,etc). The ACD's are all set in prog *14-6, to go to VM box 360.
I tried the PhDn but the results were the same. I am not sure how to ID the PHDN with 65691 & 65792. So that could be the problem. I am also not sure what an S/L port is.
thanks for the help. We are close!
How does the call get to mailbox 360? Is it forwarded to voicemail from dn 360? Is the voicemail performing an unsupervised transfer to the acd group? As for your question about the phantom extension, you need to go to the phantom owner's phone and press the button assigned as the phantom dn and punch in the #656 code.
The calls should only end up in mailbox 360 if the queue is empty or a caller times out in a queue. What i would like to happen is box 305, where they choose a queue, if the queue is empty they would be forwarded to box 360m instead of ending back up at box 305.