atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Problem w/vm

Have a customer, we did not install original system, that has a ACS rel 5 and a Partner mail vs. The receptionist puts her phone in DND ( too busy to answer the phone, government office) , the call goes to AA, caller presses 0, the AA says " your call is being transfered to the operator" and it just keeps saying that over and over. If it is not in DND it does go to her VM after 3 rings.

It's because they have some release Mail VS and an ACS R6 that has had the time patch applied or an ACS R7. So it can't be an R5. It's a bug. If it's a Mail VS R5 there is a patch. Otherwise upgrade the messaging to a Partner Messaging R7 or don't use DND.

-Hal

Use a Night button instead.

How is a night button going to help? The loop problem noted by the OP is with x10 on DND. Any other extensions that are on DND will be transfered to extension 10 instead of their mailboxes. So it's a bigger problem than what you think.

-Hal

Why use DND? If she wants calls to be answered by AA then Night button will put all calls through AA and then caller can dial 0 or any other ext. to reach destination. It is much better then to use DND.

How about losing the ability to have separate day and night menus?

Also, like I said this affects ALL extensions that use DND.

-Hal

According to that post looks like they not using Day and Night but besides that to have a DND on the telephones always creates a problem with customers who forgot to take it off.

Hi Vad!
This customer is having the calls answered by the AA. If any extension is in DND when the caller transfers it, instead of answering with the mailbox, they get "transferring to receptionist", and then a transfer to Ext. 10. If Ext. 10 is also in DND, or if the call went from the AA to the Zero-out, you now have an endless loop of "transferring to receptionist", a ring, "transferring to receptionist", ad infinitum.

The problem is different mode codes being sent by R6 and R7 ACS's, and VS Mail less than R5.0.21 not understanding them.

The solution is to patch the VS mail if it is an R5, or don't use DND at all.

I seem to remember that the ACS and the older vm have a problem with DND. But with other extension it transfers to the operator instead of going to the mail box. I think I'll use the Night Button. It's a government office, customer service is not a high priority.