Agent Voicemail showing on Message light on station

[NatThomas]

The situation is as follows:

A caller dials 0845***** and gets a prompt saying:
"Please input the agents 4 digit id" The call routes to vdn **** and then vec ****
In vec *** there is a "Collect digits and route to ???? step"

The caller dials the agents 4 digit agent login and routes directly to them. The agent in turn logs onto an ACD Turret as normal. On the agents assignments the login is set to coverpath of 1 (VM) There is a corresponding voicemail box set up the same as the agent id.
On the ACD Turret the message light indicator is set to the agent id. This is where my problem lies. It doesnt work. This number on the message light indicator has to be an extension assigned to a station and not an extension assigned to an agent.

Not having a light come on to indicate they have voicemail is a big issue for these guys. They need it resolved.

Someone said that there is a system wide setting to allow agents voicemails to show on turrets but this setting is already set to Y so is it a case of our switch needing a patch or upgarde etc etc??

Please, any help would be great!!!

 

[marcell55]

First, pull up a station form of a phone that does light the vm light. Look at the 2nd page of the station form at the "LWC Reception" field and "Audix" field.

Make sure that the agent id has the same entries on those corresponding fields.


Also, make sure that "change sys features" has the following field "Message Waiting Lamp Indicates Status For:" set to "loginID

 

[NatThomas]

Thanks for your advice.

Ive been told that if you leave the message light as the original station id, the turret will pick up whatever agents logged onto its voicemail. Therefore as i had changed the stations to show the message indicator to the agent id, if Id left it as the station id then all would have worked fine.

Ive tested it and it all works fine.

Such a simple little thing but it baffled all my collegues and support guys.

One for future reference though!!