Twinned Voice Mail

[CMCSYS]

I manage a Sales Call Center on IP Office V11.1.3 w VMPro
Calls are routed to a Group for a specific region and then twinned to the Agent on Call.
The problem I am having is, if the Agent is already on a call, they are not alerted that there is a new incoming call, nor is it routed to the cell phone VM.
We have tested calling the Agent number itself and bypassing the system to find that the second call goes to the cell VM. It does not work through the phone system.
The caller reports that the phone rings until there is a disconnect tone and then drops. Chronicall reports these calls last no more than 32 seconds.

Can anyone shed some light on what settings may need to be updated to allow the call to reach the destination VM?

Many thanks for any help, JIM

 

[derfloh]

Check the „Mobile Answer Guard“ settings in the twinned user settings. This is meant to avoid that a twinned call goes to an external mailbox. If a call is answered at the twinning destination within the configured time, IP Office interprets it as answered by a voicemail system and stops the twinning call immediately.

 

[hibroth]

Assuming you are using XIMA or Avaya ACR, if the agent is already on a call the call center should not route the call on it, it's a non-sense in terms of service, the Agent is formerly busy on statistics.

 

[CMCSYS]

I will check the Mobile Answer Guard settings and test.
We are using Xima but only for reporting, we are not using their live dashboard.

Thanks, JIM

 

[bluemr2]

The system only twins 1 call at a time. If they are on a call, the 2nd call doesn't twin. I don't think there is anything you can do about that.