Voicemail Pro Client Tranfers

[timpa]

Hi All,

First time posting here.

We are currently using Avaya IP Office Manager and Avaya Voicemail Pro Client here in the office and I have been trying to solve a transfer issue in regards to the call flow of our main module.

What we currently have is the external caller calls into the office using our main line, they are greeted with a message letting them know which prompts they can use. For example they can press 5?? to transfer to any 500 series extension. We currently have the module looking like this....

Start Point -> Menu -> 5?? Prompt is entered -> Transfer option set to $KEY to accept any 5?? extension and ring that specific extension.

The 5?? extension is then forwarded unconditionally to a dedicated employee who answers that extension, if they don't pick up it goes to there voicemail. This works fine, but we are looking to expand on this further.


We are looking to perform the following function additionally....

If the employee does not pick up instead of going to there voicemail right away, we would like to go to another menu with another prompt saying "The service advisor is currently unavailable at this time, if urgent please press 1 to be connected to the support group, or 2 to reach the service advisers voicemail". I found out that transfer option cannot be directly connected to another menu (unless i'm mistaken) and have found that if I want to achieve this I would need to use a "Assisted Transfer Action" option.

Is this the best way?

Thanks for your help,
Chris

[byrdc]

Assisted transfer should work. Otherwise create a user menu. Click on users-- Add it will give you a start point for their leave mail action that you can create a second 'Auto Attendant' and use it like any other AA

[markgallagher]

Your understanding of the voicemail actions is correct.

The only caveat I would add is that when using Assisted Transfer, the voicemail channel is remains in use whilst the call is alerting the assisted transfer target. So potentially you may need more channels. The best option is, having implemented the new callflow, check the Resource page in the System Status application each day to see if there are any new instances of VM channel congestion.

[thiel2]

Or, set the 0, 2, or 3 breakout of the Service Advisor's mailbox to transfer to the support group, then record the Service Advisor's message to say

"I am unavailable to take your call. If this is an urgent matter, press 0 now to be transferred to the Support Group, or leave a message after the tone."

[timpa]

Thank you for the quick responses. I created the call flow based on the feedback and will test it out shortly. I will reply back if there are any issues after it is implemented.

[markgallagher]

10/10 Thiel2 - do that or customize the Leave start point of the agents own callflow with a menu action to do those options.

[timpa]

Thanks for the earlier replies guys. I managed to get most of my new callflow working correctly, there is however one small thing that I noticed which is not acting correctly.

In a section of my call flow I have an "Assisted Transfer" pointing to an employees desk phone with the options of "next", "no answer" and "busy". "Next" terminates and does nothing as intended, "no answer" and "busy" redirect to an action called English Mailbox which has the extension number listed of the mailbox.

What ends up happening is that instead of hitting the "Assisted Transfer" and ringing the extension successfully which it does as intended, it should then redirect onwards to the English Mailbox action, instead it is hitting the employees mailbox assigned to the "Assisted Transfer" action.

I'm wondering if there is something else I need to do somewhere configuration wise. Thanks for your help!