telecomtrust

Let me clarify. All trunks are analogue, NO PRI trunks. I have created a HG 299 and assigned it in the trunk service assignment for the analogue trunks Non-Dial-In. Now this 299 is given members 141,142,143 and 144 as extensions of the customer service agents. This works fine. further I recorded a message in RAD 10, which says "welcome to the customer service help desk" and waits for the agent to answer. Rad greeting is assigned VM number 293 on port 3. Another HG 298 is then created with 293 as member. The HG 298 is also the 1st and 2nd RAD of HG 299.
Now if an external call is made the greeting comes in and rings the customer desk ok.

Now there is a third HG 299 for embedded VM for the extensions with members 291,292 and 294 vmail ports assigned primary greetings " welcome to standard bank if you the person's extension please dial it now or wait for the operator". Now if dial 299 I should be able to get the customer desk with its greeting as programmed above. This works but the greeting missing. Ultimately I want to dial only a single digit in lieu of the 299 to get the customer service greetings "welcome to the customer service help desk" and ring agents 141, 142, 143 and 144.

acejavelin

OK, first I have to assume your regular voicemail (third HG) is 290 not 299, because you can't use 299 twice.

You need to make sure your Main Voicemail (Auto-Attendant) Hunt Group is setup as follows: a hunt group that is Type: Voicemail, with members 291, 292, and 294 and there is no Call Reroute in effect for these extensions.

In voicemail greeting assignment, Ports 1,2, and 4 need to be set to "Primary Set 1" port 3 should be set to "RAD Set 10"

Log into mailbox 999 with password 6483 (or whatever you set the admin password at) and record system greetings for Day and Night.

Make a Singe Digit Mailbox (2) that is Transfer only Mailbox with extension set as 299.

Now set the answer point for in Trunk Service Assignment to 290, not 299. Remember the voicemail treats a call differently from outside the system than one from inside, so just dialing 290 may not play your greeting for an internal call.

That is really all there is to it. Dial the outside number, you should hear the greeting you recorded, press two and you should hear something like "You are being transferred to 299" and then the call should flow into the 299 hunt group. You can change the "You are being transferred to XXX" greeting by logging into mailbox 2 and recording a name, then the XXX will be replaced with the name you recorded.

__________________
Telephony users cannot gain anything without first giving something in return. To obtain a useful feature, a feature of equal value must be lost.

This is Telephony’s First Law of Equivalent Exchange.

telecomtrust

Yup, you right with the third HG in my last para. Now what happens to the second HG 298 which is already created with member 293 assigned to VM port 3 for the RAD set 10 ??. there is no mention of if in your last comments. infact all this is ok but to change the recording from "you are being transferred to" to the recording on VM 298 for the customer service. I thought this should come in since the 1st RAD in HG 299 is actually set as the 298

acejavelin

It sounds like all is working as the Mitel gods intended.

You will ALWAYS get the "You are being transferred to XXX" prompt on a transfer only mailbox, the XXX will be the extension number defined on the single digit mailbox or the name recorded in it, then it will go to the 299 hunt group and follow that call flow and recordings. In the embedded voicemail, you can't get rid of that prompt as far as I know.

So it will sound like this:

Thank you for calling XYZ company, press 2 for customer assistance. <PRESS 2>
You are being transferred to "Customer Service"
<1 Ringback>
<HG299's call flow will start now>
You have reached the customer abuse department, I mean service department, please hold for the next agent, we will be violating your privacy by recording your every thought. (or whatever RAD set 10 says if the timers play it)....
<the rest of hunt group 299's call flow>

__________________
Telephony users cannot gain anything without first giving something in return. To obtain a useful feature, a feature of equal value must be lost.

This is Telephony’s First Law of Equivalent Exchange.

telecomtrust

So far so good and I have obtained a useful feature without realising what feature of equal value is lost.

Can we go further Sir, RAD Set 10 has five sets of greetings, how can I structure it like this

Greeeting 1: "You have reached the customer service help desk, please hold for the next available agent" ..then immediately followed by MOH until the agent answers

If no answer for 20secs, Greeting 2 comes in saying "Am sorry all our agents are currently busy please continue to hold or press 0 for the operator to help you" ..... again followed by MOH until there is an answer.

acejavelin

I think in order to get music you are going to need to use ACD, hunt groups won't do that.

The only way I have used the RAD's is one RAD set, containing one recording number, and typically one VM extension per RAD.

Therefore for multiple RAD's on a CX controller you need to add a DSP to increase the number of voicemail ports available. For large numbers of RAD's you need a different application offered by Mitel, I am cannot remember what it is off the top of my head.

__________________
Telephony users cannot gain anything without first giving something in return. To obtain a useful feature, a feature of equal value must be lost.

This is Telephony’s First Law of Equivalent Exchange.

telecomtrust

Calls are routing ok to the customer service but noticed that the 1st RAD greeting in HG 299 is not coming up. The extensions ring immediately. Should I put someting in the HG timer ?? Is there something missing below

VMbox config

Mbox extension type
299 299 transfer

Trunk HG:

HG 299
Mode: terminal
Type: Voice
1st RAD: 298
2nd RAD: 298
Members: 141, 142, 143, 144

Customer Service HG:
HG 298
mode: terminal
Type: RAD
1st RAD: blank
2nd RAD: blank
member: 293

Greeting assignment:

Vmail port 3
number 293
greeting RAD Set 10_1

acejavelin

Yeah, actually I thought this was going to be problem but I thought you said it worked if you dialed 299 from a phone, so I wasn't going to say anything. When you said it worked, I assumed you meant it did EXACTLY what you wanted to, not that it just functioned.

Anyway, here is how the hunt group timers work (I looked it up to refresh my memory and verify what I was thinking was correct too)

Your hunt group setup is correct as above, but as you have discovered there are no timers in the hunt group assignment form. The timers are in Class of Service not hunt group programming, and are the ANSWER PLUS timers at the bottom of the COS options assignment form. You can either assign a unique COS to the hunt group (preferred) or the COS of the first member of the hunt group will be used.

The important timer here is the ANSWER PLUS - Delay to Message Timer defined as so from the 3300's built-in help : Enter a value in the range of "0" to "300" seconds to apply to MCD RADs. The timer has two functions; time to first message and time between messages. There are some other ANSWER PLUS timers, specifically the message length timer, that should be filled in specific to your recording but as long as you are using the embedded VM for the RAD recordings as long as this timer is longer than the message you should be OK.

So if you look at the "delay to message timer", you will see you are not going to be able to set this so that it steps the way you want it to, because the same timer is used for the delay before the first RAD answers, and the delay between the first and 2nd RAD.

The proper way to set this up to get the RAD's to kick in when you want is with ACD, which gives you the ability to have 4 RAD's per ACD Path, each with its own set of timers, and you can have an "initial" RAD at 1 second, a 2nd RAD at 30 seconds, a 3rd RAD at 90 seconds, etc...

ACD is not hard to setup and program (in small applications like yours), it is hard to get users to be willing to switch to ACD if given a choice. It is more work for the user, having to log in, logout, and use make busy, and therefore they don't want to do it.

To get that initial RAD with a hunt group, you MIGHT be able to fudge the system a little, making your calls go to a HG300 that contains phantom IP set or a ONS extension that isn't used first, play the RAD at 1 second, then set the CFNA timer properly in that HG's COS to roll the calls to HG299 when the 1st RAD is done playing via Call Routing assignments. This should work, but be careful and remember the first rule of call flow in a 3300ICP, never Reroute a Reroute... strange things can happen.

Also, you should be getting MOH once the call comes out of a RAD, even on a hunt group. Basically the call is "answered" by the RAD, so from then on it is on hold. But if try my fudge from, it may start ringing again, because its a "new" call of sorts to the system when it hits the next hunt group it may start giving ringback again.

Also, a little blurb on RAD sets. These are sets of recordings that are played sequentially by the RAD set and can be used in multple orders or different RAD sets, like so:

Greeting - Message
1 - Good Morning
2 - Good Afternoon
3 - Good Evening
4 - Thank you for calling the
5 - Customer service department
6 - Repair department
7 - Accounting department
8 - Please hold for the next agent.

Rad Set 10 - Greetings 1, 4, 6, 8 - Will play "Good morning, Thank you for calling the repair department. Please hold for the next agent"
Rad Set 11 - Greetings 3, 4, 7, 8 - Will play "Good evening, Thank you for calling the acounting department. please hold for the next agent"

The strength to this is only having to change one recording for multiple applications, so instead of changing 10 RAD's to say "please hold for the next representive" instead of agent, you would only change greeting 8 and all RADs would change.

__________________
Telephony users cannot gain anything without first giving something in return. To obtain a useful feature, a feature of equal value must be lost.

This is Telephony’s First Law of Equivalent Exchange.

telecomtrust

wow, I need to extend my own timer to absorb this. Firstly I now understand that the greetings assign to a RAD set is in actual fact a piece message broken into five segments like your example above. These segments can be patched in any form to construct a message.
One issue I encounter with the single digit mailbox, say 2, how do the system distinguish it from a three digit extension, 2XX. Well I tried creating it thus:

HG 200

mailbox extension type
2 299 transfer only
and when I want to activate it by accessing the VM HG 200 for new installation it says not valid presumably because 2 is not a physical extension but it works ok if mailbox is set as 299