Forward Unconditional - Leaves VM in wrong mailbox? 1

[ame540]

Hi!

This issue has been nagging at me for a long time, hopefully with some help it can get resolved!

I have a "Call Fwd" softkey programmed into many users phones. This button obviously is used to forward incoming calls (both internal and external) to another extension. However when the call is forwarded it does not leave a voicemail on the forwarded destination's voicemail box. Instead the VM is left on the original extensions.

Example:

Call comes in from Joe.

Joe calls Ext 100. Forwarding is set on Ext 100 to redirect calls to Ext 200. Joe's call rings at Ext 200 (because it was forwarded), but when voicemail picks up, it is the greeting for Ext 100, and that is where the VM file is saved.

Currently i have the soft key set to - Action: Call Forwarding All

When enabled this checks the Forwarding Unconditional, Forward Hunt Group Calls, and Forward Internal Calls options.

I need to make sure that voicemails are left on the DESTINATION extension of the forwarded call.

We're using IP Office 406 on 4.2(23)

Thanks in advance!

 

[kwing112000]

Thats how the IPO works. it returns to the originators VM not the fwd destination. there may be work arounds but i am not sure of any if the original user still needs to have VM when not forwarded.

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[ame540]

The only thing I can think of is to change the original extension's voicemail recording box to be that of the destination's... but that seems kind of a dumb way to handle this situation.

 

[kwing112000]

If you have Vm pro you can set up leave mail actions for the users in VM and have it leave mail in the second users mailbox but the users wont be able to turn it on and off.

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[IPGuru]

it is standard operation on almost every VM system I have seen.

if a caller is ringing user 'A' why would they want to leave a msg for user 'B'?

if this is really needed it probably deserves a change to the call routing/handling.

changing the leave action for users in VM pro can be a work around if really necessary.





I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[ame540]

I understand the reasoning behind "it they're calling the original person, why would they want to leave a VM for the other guy", its because this is a customer facing extension, and really the callers don't care who they reach they just need assistance.

Having the VM's land in the person's mailbox who will be out of the office makes it more difficult for customers to get assistance quicker.

 

[amriddle01]

That's what groups and group mailboxes are for

http://www.ipoffice.tel

 

[Westi]

create huntgroups for each user with their extension numbers and change their extension numbers to a bogus number then light the message light on the other extensions so they know to check.
Or administer it via voicemail pro for each person that leaves for a few days.
I usually record my message to tell people that I am out, except if it is a single day like today then they can wait until Monday.

Joe W.

FHandw, ACSS

Google it you damn kids

 

[sizbut]

I might be going mad but I'm sure there was a technical tip on how to permanently has messages left in the mailbox of the last extension. But I can't find it. It was something like using $UUI in a leave mail action of the default leave mail start point.

 

[sgrossman]

I ran into this issue recently with a customer and found a simple workaround. Set the voicemail answer time for that user to a higher amount, i.e 60 seconds. The phone being forwarded to, which in my case was a cell phone, will ring enough for that phone's voicemail to answer the call. Therefore, the voicemail is deposited into the forwarded phone's voicemail.

 

[tlpeter]

Won't work when the destination is on the IPO itself.
there needs to be a change made in the config to get this working the way they want.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Westi]

cell phone works, internal doesn't because the IPO knows what the target is.

Joe W.

FHandw, ACSS

Google it you damn kids

 

[IPGuru]

its because this is a customer facing extension, and really the callers don't care who they reach they just need assistance.

this confirms my earlier post.

if this is really needed it probably deserves a change to the call routing/handling.

customer help lines like this should always be a group (even if only 1 person , you never know when they will expand)

you can now enable access to this group mailbox for anyone else who needs it

direct calls to individuals should be for just that a call that is intended for a specific individual.



I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[ame540]

Group mailboxes are fine and dandy... It would be nice if there was a way to add some kind of visual indication that there was a VM in the group mailbox on the phones of each member that would be responsible for checking / responding to them.

 

[tlpeter]

Easy, go to the user and then source numbers
Add a new one with Hgroupname.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Greybeard191]

ame540...

If you add a source number entry for each user who is to have access to the HG VM in the format of H followed by the HG name (e.g HReception), then those users will not only get a message waiting light when a VM is left in HG VM, they will also be able to differentiate (at least on the newer phones 14xx,16xx etc) whether the VM is HG or personal from the display of the phone.

GB