Mitel 3300 CXII Automated attendant questions...

[LuanCarli]

Dear all,
I'm absolutely not an expert on Mitel phone systems, but I have to manage some of these... I have extended experiences with other phone systems (Samsung, Panasonic, Ericsson, Nortel, Avaya)
I found really a mess the configuration of an autoamted attendant on this system, anway, the question is about redirecting destinations for no answer...
I tried to use Ring Groups as destinations for AA choices but there is a silly issue, no caller ID on destination phones, only group number and group name that is so weird to say that to give to a group a name you have to go to system directory... I found a way to solve this problem using multicall key on phones as destination, doing this way the caller ID is displayed correctly. But I did not found a way to reroute this call to the operator (or other destination) in case of unanswered in a specific time. At the moment after about 20 sec the call returns back to the original automated attendant menù. This is not really bad, but would be better to have a different destination based on the original selection, for example using a ring group with an overflow destination, but possibly with caller ID...
Any help would be very appreciated...

Thanks to all

 

[jpruder]

Caller ID should be available, maybe cos for vm or trunk should have display caller id on transfer enabled. As you have seen, this does depend upon what or how the dialed number is set to behave. Would be nice to know how you think the call flow should happen but an fyi the overflow setting for a ring group would determine the busy/no answer destination (at least for the most part), that being said if it was back to the voicemail hunt group, it would try to go to the hunt group number mailbox and if the same would only light the first extension within the group's light.

There are two ways to change such behavior. One to to send the ring group to a nametag hunt group prior to ending into vm group, the other is via an ACD path. Nametag will remain as the mailbox even if transferred again. ACD path would allow a transfer to if desired end up in the dialed number's mailbox.

Not sure if this makes any sense and anyone can correct this if I am not making their best effort approach

 

[Valamagules]

I am updating this while on the road, so the form names may not be accurate, but close enough.

Caller ID will be from Class of Service. Make sure you have the option “Display caller ID on transferred calls” enabled on the CoS of the trunk and phones, and VM ports.

You will have to upgrade to version 10.X to allow you to set the Group Name on the Group form. It appears your system is on an earlier versions whereby this is not possible and you will have to set it via the Telephone Directory form.

To disable system recall, ensure you have the value of 0 in the Recall Timer in the CoS of the trunk and VM ports. 0 means that the call will not be passed back to the original caller but will use system reroute configuration. I believe the default is 17 secs, which is what you are seeing calls being pulled back to the AA.

 

[LuanCarli]

Thanks a lot. I'll have a try monday when I'll be in office again. I think but I'm not 100% sure that is a 10.x version...