play message for specific DID/DDI 2

[JesusMC]

I'm running IP500 4.1 with VMpro 4.1(42). I have several 800 numbers that all get routed to one hunt group. But now, we have a case where we'd like to play a different message to particular 800 number while they are in the queue and right before they can record a voicemail.

First thing I tried was setting a condition: True If $DDI is Equal to ### where ### is the 3 digit incoming call route set in the Manager 6.1(15). But when I tested it, it always came up false.

I then tried putting a variable routing action. That didn't work either.

So then I just tried to set a call route that would tell me the DDI just so I could see if I was just putting in the wrong number. But I never heard what the DDI was. (Though, I may not have set the call route correctly to have it read back to me.)

It seems to me that VMPro is not capturing the DDI number. Would there be any settings or license that would prevent me from capturing the DDI?

Jesus*MC*

 

[Notsetinstone]

I'm not clear on what you want so let me restate and correct me. You have one mailbox for all DIDs but you want to play a unique message for each DID before going to this one Mailbox. Is that correct? I have 2 questions. Are the 800 numbers pointed to the same DID? If you answerd this already don't get ticked off cause I'm not getting paid to read your whole thread.

Are the 800 numbers being sent as DNIS?

 

[kholladay]

Well the soluiton I provided is exactly what I have used in the past several times to play various greetings based on DID while leaving the voicemail in a single hunt group mailbox. It is simple and in no way a "work around". Additionally in that it is not using the variable routing action there are no limits to the number of entries available to you.

>1 Hunt Group with 1 mailbox
>Virtually unlimited greetings based on $DDI
>All options availalable to the caller when leaving a message including 0 which normally isn't an option on a hunt group


Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[amriddle01]

@kholladay, I agree with you completely, it gives him what he wants a custom queue announcment for that DDI and single mailbox with DDI based greetings. The problem is he is either not very VM Pro experienced\literate or too stubborn to see it...no offence intended but I can't see the issue.

ACS - IP Office Implement

 

[JesusMC]

-Notsetinstone
Firstly, I'm not ticked off. If I came across that way I apologize. I do appreciate the time everyone is giving me.

You are mostly correct. I do have several different DID's that have the destination set to 1 hunt group. If there are several incoming calls, they are put in a queue for a time then transferred to 1 voice mailbox. They all have the same message. I only want 1 additional message for 1 customer. That customer will still hear the same messages as everyone else, but I want the to have an extra message just for them.

-kholladay
Your solution would work. But I don't want to give them the option to hear the message. I want to force the message on them.

I just don't understand why the variable call route action is working properly. And I don't know enough about the system/program to trouble shoot it.

I'd like to be able to write a little vbscript that would capture the DDI and write it to a text file.

Jesus*MC*

 

[amriddle01]

They dont have an option to hear it or not, it just plays to them...as you want.

ACS - IP Office Implement

 

[amriddle01]

If you are talking one customer isn't CLI based routing what you want? This may be where you are getting confused, CLI is not the same as a DID/DDI. For routing a particular customer to a custom message would be CLI based routing.

ACS - IP Office Implement

 

[JesusMC]

I would agree that I am a little stubborn and not experienced with VMPro. But I did try kholl's solution which was given to me as the first reply to this thread. It didn't work either because I set it up wrong or whatever else. Like I've said, it seems like I'm not getting the DDI passed to the server.

I actually tried using the CLI first. I don't know what I did wrong, but I messed it way up when I did that.

Currently, in the IP Office Manager, I don't have anything set in the Incoming CLI field. I wasn't sure what number to put in there.

Jesus*MC*

 

[amriddle01]

You can leave that blank, as you know the CLI is the number displayed on the handset when people ring in, you can if you want route based on that in which case you would make an entry in manager in the CLI field or as you want in VMPro, basic same setup as kholladay first suggested but using the $CLI variable not the $DDI.

ACS - IP Office Implement

 

[JesusMC]

I read somewhere that it reads the CLI from left to right. Lets say the number is 1-800-555-1234. Do I set the CLI to 18005551234 or 8005551234 or *5551234?

Jesus*MC*

 

[amriddle01]

The way you were doing it before the only way it would have worked was if "Customer X" was the only customer who rang in on one of your numbers (DID). That's fine if that's what you intended but it's not the norm.

ACS - IP Office Implement

 

[amriddle01]

Put the number in as it appears on your handsets, I'm UK based so not sure how US numbers are presented.

ACS - IP Office Implement

 

[IPOfficeIreland]

your cli won't work either. you will want it routing on ddi.

e.g. if anyone rings this 1800 number you want to play a certain message.

Are you trying to route based on the last 4 digits of the 1800 number? I don't know how it works over there but here the 1800 number is virtual so the digits are never presented to the switch. Instead it is attached to a DDI number which is a real number on the PBX, e.g. DDI 91234567, of which the last 4 digits are presented. This is whay you put as the variable routing in vm, so *567 will capture all calls from DDI ending 567.

 

[amriddle01]

In fact to make it easier send Customer X to their own module by programming Manager to do the CLI routing to that module.

ACS - IP Office Implement

 

[amriddle01]

@thetaker why wouldn't routing by CLI work? If the message is only for one customer that is the only way to do it unless they are the only one who calls in on that DDI/DID.

ACS - IP Office Implement

 

[Westi]

you have most likely a PRI and in the settings for the PRI you will find how many digits the CO sends you, that is the number of digits you need to use for your DID. If you get sent 4 digits then use the last 4 digits of your incoming number if you get sent any other number of digits adjust it accordingly.

Good luck

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[JesusMC]

Well, routing the call based on the CLI does work. Only problem is that the 800 number is set up for a retail chain to call and place orders. I'm not ready to type in thousands of store phone numbers.

-TheTaker
That's how it works here as well. The DDI doesn't resemble the actual number dialed. I don't know the whole number sent to us from AT&T, but I do know the last 3

Just for grins, I tried setting the variable call route to DDI and set the number to '*' so it would play a diferent message for any number, but that didn't work either.

I must be doing something really wrong.

-amriddle01
Currently, I have setup a module just for that DDI. It plays the message then sends them to the 1 hunt group. The problem is, the powers that be want the message played right before they leave a message. Since I'm trying not to add another hunt group, I need to pull that one customer out of the hunt group after the queue time is up and send them to another module. or something like that.

Jesus*MC*

 

[amriddle01]

Easily accomplished, create a custom leave action for that group that uses a test condition to send that specific CLI to another module but passes all others to the mailbox. In the other module use the voice question as kholladay said to leave the message in the correct box and no they will not hear the standard greeting if you do it right.

ACS - IP Office Implement

 

[JesusMC]

Unfortunately, it's not just one CLI. The 800 number in question has over 1,000 different locations that call in. Typing all the numbers would take longer than we need the message to play.

@Westi
You are correct. We have two lines coming in. One of them is a PRI. The Incoming Call route in the Manager has 3 digits for DDI and the Delta server I have displays 3 digits. But I've tried using those 3 digits and a wild card in front '*###' and it still didn't work. I even tried using just the wild card. That didn't work either.

Jesus*MC*

 

[amriddle01]

What the one customer has 1000 different locations? If so you are a bit stuck unless they all start with a certain sequence then you can use wildcards.

ACS - IP Office Implement

 

[Notsetinstone]

The reason I like to work on these problems is so I learn something I may apply to a paying customers. Instead of telling us what you are doing now, pretend like you don't have anything working and post your system, software level, circuits, and request and let's see what we can do.