separate Appearance button 'a' & Appearance button 'b' when the call... VMPRO

[liranr]

AVAYA IPOFFICE R8.1 with VMPRO
Hello, I want to separate Appearance button 'a' & Appearance button 'b' when the call is directed to VMPRO.

I want to do this to create two voicemail messages.
message 'no answer' when the user no answer (button 'a' go to VM) , and 'busy' message (button 'b') when the user is on the phone in button a and the call goes to VM from button b.

thanks

[markgallagher]

It can be done. However, it is nothing to do with the appearance buttons.

However, to get any of the following to work as you want, you would need to configure the user with only two appearances (which it sounds like you have) and to select the "Reserve Last CA" options (do that is IP Office Manager).

If your Voicemail Pro is running in Intuity emulation mailbox mode, then it already supports separate greetings for different scenarios. That includes different greetings for when the call got to the mailbox because you were busy (had no available call appearances on which to receive calls) or because you didn't answer.

If your Voicemail Pro is running in IP Office mailbox mode then it requires a lot more configuration. You can either:

- Create two custom call flows to the users mailbox. One with a Leave Mail action that has a prompt for being busy, the other the same but with a prompt for no answer. Create system short codes to route to each and use those as the users forward on no answer and forward on busy destinations.

- Route all the users external calls to a Voicemail Pro callflow that then does an Assisted Transfer to the user. The assisted transfer action has follow on options for if the user is busy or does not answer.

[liranr]

thanks for your replay, but the customer would like to have the option of answering the call before it is routed to VM. even if he is on another call (answering the 2nd call on appearance 'b')
then later if he doesn't answer, the voice mail announcement will be according to call flow.

[markgallagher]

That's not possible I'm afraid. The Avaya definition of busy is "no available call appearances on which to alert you" (don't ask me if I think that's intelligent by any normal humans definition of busy).

So without using the Reserve Last CA option it can't be done. The IP Office doesn't tell the voicemail server anything about which button a call alerted on.

[liranr]

That's exactly what I thought
thanks a lot