pongnut

Ok, here’s the story:
Customer dials one of our 800 numbers with DNIS=1234 and reaches an agent in our call center via CDN into Symposium 4.5. The customer then wants to speak to "Joe" at extension 2000. The agent transfers the customer to Joe by hitting the [Trans] key, dialing 2000, waiting for ringback tone, and then hanging up. Just a basic blind transfer. Now Joe isn’t at his desk but his phone is set up to Call Forward No Answer to Call Pilot (ver 02.01.27), so the customer should hear 3 rings and then get Joe’s voicemail greeting. Instead, the customer hears “You have been forwarded to a voice mail system, however, the person at 1234 does not subscribe to this service. Your session cannot be completed at this time. Transferring to an attendant. One moment please…” Now Call Pilot will transfer the customer to our attendant/operator/receptionist. If our attendant tries to transfer this customer to a different person and they weren’t at their desk to take the call and it also happened to Call Forward No Answer to Call Pilot then the customer would hear the same message again and end up back with our receptionist. This phenomenon only occurs in a Call Forward No Answer situation. If Joe had forwarded his phone to Call Pilot then the customer gets Joe’s greeting. If Joe is on the phone and the call hunts to Call Pilot then the customer also gets Joe’s greeting. Or…if you put the DNIS number 1234 in under Extension DN 2: in Joe’s mailbox in Call Pilot then all of a sudden the Call Forward No Answer works. I realize this is a lot to digest but if anyone can help, that would be great.