Attendant transfers to voicemail on busy agent sets

[hendersonla]

Anyone familiar with Alcatel CCD? When an agent is on the phone everyone else can transfer a caller to them and it will go to voicemail with the exception of the operator. I know that the operator cannot dial the voicemail directly I tried to trick the system and create an extension that was forwarded to voicemail and it still didn't work. Anyone else experience this? By the way it is a 4059 PC/MAC with add'tnl BLF App.

thanks,

Laura

[gundam]

The Operator can only transfer calls to VM only if the Extension has a VM attached to it. Now in your case, does the Agent have VM or the Private Extension of the Agent? If the VM is attached to the Private Extension, try having the Operator transfer to that Extension.

[hendersonla]

Yes the operator is transferring to the extension that has the voicemail in all cases. I had to turn off busy camp on, set overflow to assoc, and overflow to busy to TRUE so that when the agent's receive a direct call to their extension when in a busy state it will go to voicemail. For the agents and internal users this works beautifully but with the operator the caller gets transferred to the voicemail main and is prompted to enter the extension. That is the problem the operator is not allowed to give out the agent's extensions.

All agents are always logged in.

Their config:

Agents:
ProACD # = any number
Agent ID = ext w/Vmail
Private ID = ext

Operator transferring to Agent ID

There are two agents that have DIDs
ProACD # = ext w/vmail
Agent ID = any number
Private ID = ProACD ext that has vmail

Operator transferring to ProACD #

Hope this helps! Thanks, Laura

[gundam]

I will set this up in my lab and see

[garth]

I also have a problem with auto attendant I am not sure if its an easy fix but whenever an extension is set to forward to their voice mail immediately the attendant is not allowed to forward to that extension.