Multiple Voicemail Boxes for 1 Extension

[TazMan0321]

My call center gets slammed from time to time and I only have 1 voicemail box for my main inbound number. The problem with this is, sometimes we get about 70 messages in the voicemail box and only 1 person can review the messages. Is there any way to route the calls to different voicemail boxes? This would allow multiple people can check the messages at the same time.

Any assistance would be most appreciated.

Thanks

 

[koglass]

How about time of day steps in you vector. Alternate between two or three mailboxes at different times of the day.

 

[TazMan0321]

That is an idea; however, we have a 2 hour time frame to return the call. My call center runs from 8:30AM to 8:30PM ET, so I am not sure if this would work.

 

[SBL110]

This might be a little off-the-wall, but who knows ...

What if you programmed a few extra steps in your vector to do the following:

goto step X if counted calls to VDN XXXX <=10
goto step Y if counted calls to VDN XXXX <=20
goto step Z if counted calls to VDN XXXX <=30
etc., etc., etc.

Steps X, Y and Z would look something like this:

(STEP X) messaging split X for extension XXX1
(STEP Y) messaging split X for extension XXX2
(STEP Z) messaging split X for extension XXX3

If my vectoring example is correct, the first ten calls would go to the subscriber account represented by extension XXX1, calls 11 through 20 would go to subscriber account represented by extension XXX2 and so forth.

I'm guessing at how you route a call to voice mail, but you might be able to build a separate vector to collect and distribute the calls?

This also assumes that the system will keep track of the number of calls to the appropriate VDN. There is also the question about how the "count" gets reset, otherwise, I would imagine that the last messaging statement would collect the remaining entries for the rest of the day.

It's just an idea. Maybe someone more talented can pick up where I left off? Good luck. I'd be interested in whatever solution you do come up with.

Scott

 

[wildcard100001]

Just a thought...

Assuming you have enough vector steps and that the call is delivered with ANI how about the following?

goto step x if ANI in table 1
goto step x if ANI in table 2
(Table 1 being a VRT table 1 -100)

In the VRT table 1 enter the ANI as 1?????????
VRT table 2 would be 2?????????

Instead of having 10 tables, you could also enter more than 1 ANI in each table. So table 1 could have 1????????? and 2??????? and 3????????? so any number begining with 1, 2 or 3 would land in 1 mailbox etc.... etc... 4, 5 and 6 in another etc....

To catch any that did not have an ANI, the last step would be goto step x unconditionally

The goto step would have your messaging logic.. route to number, messaging split x etc....

Thanks,

Wildcard

 

[DAVIDPAYNE]

You might look at having the person that checks the voicemail just forward those off to the person that will handle the call. These may take some thought as to how to lay out the additional box’s, department, workgroup, individuals, etc.