Problem Using Auto Attd for VDN to xfer to Agent's personal VM

[telcomnewbie]

We have a Definity G3siV12 and Intuity Audix LX R1.1

Our contact center agents each have their own VDN and have their customers as well as outside sales calling them directly on their VDN. All other (non-measured)calls are made to the agent's personal DID extension.

I had too many agents to use the auto-attendant routing tables, so to prevent them from having to check 2 mailboxes, I set-up their VDN mailbox as an auto-attendant that times out in zero seconds to transfer to their personal mailbox. This has worked great for us.

I just had an agent complaining of not getting some messages and after testing, it turns out that only happens when someone forwards or transfers a message to an agent's VDN extension from another voicemail.

I didn't think you could leave a message in an auto-attendant mailbox, but it's accepting messages forwarded or transferred to that VDN mailbox. Because the VDN extension isn't being called, it isn't following the auto-attendant transfer. I verified what was happening with the activity logs.

Has anyone run into this before? Are there any work arounds other than making the agents check 2 voicemails?

Karen
ccdesigner

 

[telcomnewbie]

If anyone has a better solution, please let me know! The important thing is for customer and sales reps calls to come in on the VDN and all voicemails to end up in one mailbox where the agent will get MWI light regardless if they are logged in or not.


Karen
ccdesigner