Using NS button on attendant console

[ssmokinjoe]

Hi, we are on CM 6.3 and have an issue that I can't seem to get around.
When our main number is called the attendant (an actual person) answers the call. When she goes on break or goes to lunch I have it setup so that she activates the night-service feature and the calls are re-routed to our call center via a VDN that points to a vector. The issue is that when a caller zeros out of the call center menu and tries to get back to the attendant it just rings no answer. What I would like to be able to do is send them back to the call center after just a few rings. Thank you for your support and consideration.

Joe

[jjashley]

Joe

What is the zero out from voice mail set for? I'm guessing it is set for the extension of the attendant based on the information you provided. If there is a specific group in the call center that you would like those calls directed to you can change the zero out to be the hunt group / split extension for that group, or have the zero take the caller to an automated attendant of some kind.

[ssmokinjoe]

Hi Joe,
I'm still trying to get my head around this system as I have inherited it and am playing catch-up on all that it can do. How can i find out what the zero out of voicemail is set to? I do know that when i perform a "list extension" the attendants extension "200" is listed as LDN type (not sure what that means) but if i dial 200 it reaches the attendant.
Thank you..

[jjashley]

LDN is a listed directory number as is considered to be an attendant seeking type call so will look for an attendant.

You would be better served by a voice mail person helping with the zero out but it really depends on the type of voice mail system you have. You would have to log in to the voice mail system and check the mailbox that callers go to and find out where a call is routed when zero is dialed.

Joe

[ssmokinjoe]

When a caller zeros out of voicemail it also goes to an LDN type extension. We have the Avaya voicemail system that is integrated into our server.
Thanks for helping out Joe

[jjashley]

Ok, so my suggestion/recommendation would be to get hold of our Remote Configuration Helpline at +1 800 225 7585, they can help you get the system administered in such a way that it should be able to accomplish what you are looking for. Normally I'd make some recommendations but what you are trying to do is a little more complex.

[ssmokinjoe]

Thanks Joe.. I appreciate the attempt.. Have a great holiday and new year.