Voicemail transfer button 5

[ITLOUIS]

We recently moved from a Merlin system to an Avaya IP Office 500 and I am trying to find out how to program a button to transfer directly to voice mail using the fewest buttons possible. The closest I can get is [Trnsfr] + [#] + [ext. number]. This means I need to hit two buttons before starting the extension number. Good old Merly let me hit a button called [Voice Mail Transfer] + [ext. number]. I am the IT guy trying to convince our busy receptionists that we are moving forward and not backward. Please help me!

 

[kwing112000]

I run into this all the time and there really is no way around it. I set all my customers up the way you have it.

Kevin Wing
ACA- Implement IP Office
Carousel Industries

 

[kholladay]

It likely took her more time to explain this issue to you than it will take for her to hit that one extra button for every call of every day for the rest of her career.

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

"If it worked the way it should you wouldn't need me

 

[sizbut]

4.0+. Use a Visual Voice button. "If pressed when a call is connected, the button allows entry of an extension number for direct to voicemail transfer of the connected call." - straight from the manual.

 

[IPXTech]

Interesting. So if a call is connected, you hit the Visual VM button and enter an extension number? I'll have to test this. Thanks for that info.

 

[crumthwacket]

Visual Voice + extension number + Voice Mailbox Transfer; not any real saving in keystrokes. Kyle is right

 

[aarenot]

Set her up with the apps, and she should be happy then. Soft console, or phone manager, etc.

 

[sizbut]

Your never gonna cut the number of key presses down much lower than 1 or 2 (exclude the extension number part) [the first press to tell the phone what you want to do and the second press to confirm the target].

At least using the Visual Voice button is reusing an existing button that you might have on your extension rather than having to add another programmable button for the VM Transfer.

 

[ITLOUIS]

I think the soft console is the way to go until a phone and extension panel could operate like the 4412's running on a Merlin system. Transferring to voice mail using the soft console involves even more key strokes. You need to type the first few letters of their name until it is unique enough to make a match, then you can hit F3 to transfer to voice mail. Our old Merlin system allowed the operater to hit voicemail transfer followed by the button for the extension on the DSS panel (Two buttons). The DSS panel is somewhat compatible with IP Office, however it does not handle transfers well when transferring to a busy extension (the DSS buttons don't do anything in this case). It would be a great improvement if the soft console would allow you to select the extension from the BLF group then hit F3 (a click and a keystroke).

 

[bdelmar]

If youre using soft console, create a group with all the members in it, then you can just click on the active call and drag and drop it to the person in the list you want to transfer the call to.

 

[aarenot]

Transfer to an ext that is in DND does what? Problem with direct to VM solved if the end user is trained, and responsible. Turn on DND when you leave your desk, and off when you are ready to take calls, period! If you let your callers listen to 3 rimgs when you are not going to answer then it is you that is wasting their time (ooohh 15 seconds), and not the system, or receptionist. Let the receptionist put the users in DND, and they can turn it off when they come back to answering calls.

The worst case scenario is that the phone will ring 3 times before going to VM, or the receptionist will have to touch a few buttons. Most receptionists still use the hold button instead of proccessing calls which is another training issue which causes them not to have the time they should have. If they were trained to answer, then proccess a call instead of using hold most of them would spend half the time on the phone that they do.

 

[amriddle01]

I must say I agree with kholladay on this, if pressing # is such a time consuming effort for them they are in the wrong job.

ACS - IP Office Implement

 

[aarenot]

bdelman,
I thought drag n drop worked even when you typed SMI, and got the list of all the SMIa through SMIz entries in the list?

 

[aarenot]

If you create speed dials to drag n drop to that contain the short code that does transfer to VM for an ext does that not do the job?

A single SC can be created to handle transfer to VM for all users by sticking a single keystroke in front of the ext number. The speed dial can however just have that stroke already in there? Then put the speed dials in a group called VM?

With this code it adds one keystroke for VM transfer versus regular transfer, and that does not require hitting anything except the normal transfer button so you do not need a VM transfer button.

 

[ITLOUIS]

Thanks for the ideas. I kind of like the DND suggestion except that our callers must always talk to people and not have to deal with listening to system messages about where to direct their call. The only way they can get to a voicemail is if someone here intentionally sends them to a voicemail.

I'm not going to go into why we need it to work this way - and yes we have tried to change it. Wouldn't it be nice to have a machine answer and direct the calls for us, but it's been ruled out year after year.

So, could we please have our two button voicemail transfer back again? Apparently the system is not quite able to handle such a simple task. Why not have an SC that could be assigned the function of voicemail transfer? That would make for a nice transition from older systems that did it better.

 

[amriddle01]

I think this can be done if you have VM Pro, create a start point in VM Pro which goes to a menu with ???? (or whatever length your extn's are) which then goes to a leave mail action with $key in. They press transfer then the button programmed to send them to the start point, dial the extn number and your'e done. That should work it's two button presses and the extn number which is what they did before right?

ACS - IP Office Implement

 

[tlpeter]

Why not make a shortcode

#XXX
Voicemail collect
"#"N

Then you can press transfer and #222 (extension 222) and press transfer again or hangup



ACA - Implement IP Office
ACS - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[ITLOUIS]

I think I need to clarify. Two buttons are all they used to press, the second button is the extension on the DSS panel. So when a call comes in, the operator picks up the phone, the caller wants to go to voicemail, the operator hits the voicemail transfer button followed by the DSS button for that extension. There, done, the caller is happy, the operator is happy, everybody is happy!

 

[amriddle01]

tlpeter this is what the discussion is about, pressing # is far too difficult as they never used to have to do it so they don't want to do it now.

ACS - IP Office Implement

 

[amriddle01]

Give them an eu24 module then and use the button I mentioned above, that gives you two button presses only. One to the shortcode, and the eu24 button dials the users extn number. sorted.

ACS - IP Office Implement