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Call flow in CME 4.2/CUE 2.3

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Call flow in CME 4.2/CUE 2.3

Postby Guest » Fri Oct 16, 2009 2:13 am


I am trying to solve a problem with call flows on CME 4.2/CUE 2.3.

At times, the operator forwards the line for the main number to the office to another extension.  This works just fine and the person at the other extension can then answer the main number.  The problem happens when the person at the forwarded extension does NOT answer the phone.  It then forwards the caller on the main number to voice mail and they get the voice mail box for the main number, which is not what we need.   We need it to play the auto attendent greeting so the caller can then dial an extension or use the directory to find someone.  This works find if the operators phone is NOT forwarded, this only happens when it is forwarded.

What do I need to change to make this work correctly?

Thanks for your assistance.

Scott

Guest
 

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Re:Call flow in CME 4.2/CUE 2.3

Postby Guest » Fri Oct 16, 2009 3:01 am


Hi,

try in the CUE GUI, Voice mail > VM configuration > Mailbox Selection > Original called number.

You could also set an hunt-group for the extension allowed to answer main line and that would make things easier, single button login/logout and operator availability status message.

Hope this helps, please rate post if it does!

Guest
 

Re:Call flow in CME 4.2/CUE 2.3

Postby Guest » Fri Oct 16, 2009 3:43 am


Hi,

I currently have this set and that is what is causing it to go back to the operators VM and not play the auto attendent greeting.

Could you explain a little more on the set up of the hunt group and the operator availabilty status message?

Thanks,

Scott

Guest
 

Re:Call flow in CME 4.2/CUE 2.3

Postby Guest » Fri Oct 16, 2009 3:59 am


I'm afraid that once the call is forwarded to the alternate extension, the original called number is lost. May be an issue with IOS, which exact ones are you using ?

Ephone-hunt is very simple. Pilot is your main number and give a list of extension. On the phones use a softkeys template to have Hlog at least in the idle state. Also configure hunt hlog under telephony-service. Final number will be AA number. You can also have phones to dynamically join the ephone-hunt, all is explained in the guide. A status message will tell if when low on operators to let people better share work.

Hope this helps, please rate post if it does!

Guest
 

Re:Call flow in CME 4.2/CUE 2.3

Postby Guest » Fri Oct 16, 2009 4:21 am


Try creating a new ephone-dn with a new number, set fona to the AA. Overlay this new ephone-dn with phone that you want to forward the main number to. Then forward the main number to this new ephone-dn number.

Guest
 

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