We have a 5600 with Enterprise Messaging. We also use Xarios for Hotdesking. No Answer IC calls are not being forwarded to voicemail when an agent is logged in. Yes, both the physical extension and phantom device have forwarding paths to voicemail. Yes, both are set to forward IC as well as CO calls. I wish it were that easy. When the agent is not logged in, the IC call is immediately forwarded to voicemail. Anyone have any ideas?
I station no-answer forward all stations to voicemail when using Xarios. If you have Contact Center Suite w\ Intelligent Router, you can have IR do the forwarding for you.
I don't see that option within Xarios. I'm using V1.4.04. All of the stations are set to No Answer forward to voicemail for both IC and CO calls. I do not have IR.
They are forwarded at the station? System Forwarding won't work.
Xarios uses Phantom Devices to redirect calls to the endpoint used by the agent. The endpoint must be programmed with the settings for forwarding path, or it doesn't work. Please don't confuse this with manual forwarding done at the station. I am speaking of the programming in DB Programming only.
Yup. A call that is forwarded from station A to station B will not follow a System Forward path. In order for a call to forward to voicemail w\ the Xarios solution, the destination station needs to be station no-answer forwarded to voicemail. Soooo:
Phantom Station: 1000
Physical Station: 1500
Station 1500 has a System Forward path programmed for the voicemail pilot for no-answer calls. I forward 1000 to 1500 and call 1000. 1500 will ring, but never forward to voicemail. This is normal. However, if I station no-answer forward 1500 to the voicemail pilot, calls to 1000 will ring 1500, then forward to mailbox 1000.
Sequence to forward: 'Infinity' key, 356, voicemail pilot number.
Yep, that's a great big sucking sound I hear. It wasn't that way with the Axxess. We swapped it out for a 5600 a short time ago.
Should have been that way. Could it have been that the Axxess had station-level forwarding turned on, but nobody knew it? Or that an OAI software package was handling no-answer calls?
That basic call handling has existed since Axxess 2.0.