bobcheese

how have you set this group up? is it station hunting terminal/circular, or is it group call by pilot number? also what type of voicemail are you using?

samboli

The group was set up using MATWorx32 as a terminal Pilot system. We are using NEAX Mail AD-40 for voicemail.

I wanted to set it up so internal users could dial one extension, ex. 1900, and have their calls go into the IT department to say, ext. 1901 first, then ext.1902, then ext. 1903 and finally voice mail if necessary.

jhenke

With most NEC/ActiveVoice Voicemails, there is a way to make a group mailbox. You can also set these mailboxes to send out MWI's to all the phones, but the message is first come first serve (will extinguish the other MWI's in the group); or you can send the messages to each users box; wouldn't suggest it with Tech support, customer might get pissy with three calls to troubleshoot the same issue.

you can build a T-Box for the auto attendant greeting to the IT department

I think in your case an internal UCD would work better than a Hunt Group. In a Hunt Group it always follows the hunting (i.e. say ext 100 is the pilot, 101 is the first hunting station, 102 the second, and 103 is the third; if someone dials 100 it will always hunt to extension 101, then on to the other extensions, if 101 is busy; that means that extension 101 could get 100 tech support calls in a day and 103 may only get one call a day).

If you build a UCD the calls will be evenly spread out over the three extensions that you are building. Downside to a UCD is that it will follow the extensions forwarding to their personal voicemail box for their prime line, that means if you add their primeline boxes to the group, then you will have to build them virtual extensions and virtual mailboxes for their personal use.

How familiar are you with programming, do you have any manuals?

samboli

The boss wants calls to hunt in order. The first group member is our Network Admin. who gets most of the calls anyway. Second on the list is myself and third is our IT director. His main concern is that users reach a warm body if possible.

It sounds like setting up a group mailbox is what we need. I have manuals for the NEAX 2000 but nothing for NEAX Mail. I have used MOC programming for a few things, downloading PS info. for portables, blocking 809 area code, changing the color of the message indicator lights. It takes a little while but I can muddle through it.

Not sure if it makes any difference, but the pilot number is currently set up as a virtual extension.

bobcheese

I would create 1 virtual and place it as a key on all members phones but the ones that you dont wish to ring at first set to delay ring in station assignment. A direct call pickup key/code will also need to be assigned to enable you to pickup calls without busying out the virtual key. this way only 1 virtual is used and you can then forward this no answer to vmail.

As for the vmail side of it. I have never come accross the AD-40 in the UK however I have come accross the AD-8. I am asuming these are similar to setup. If you can create a transaction mailbox on the AD-40 these can be used as mailboxes for virtuals and you must assign an 'owner' to the box who recieves any messages left in that box.

Hope this helps

jhenke

Have you ever done any work in the voicemail? Do you know where the voicemail pc is? Are you a system manager for the voicemail?

Got to know the answers to the questions above to see if you can do any work on the voicemail at all.

samboli

I am the system manager of the voicemail system, by default. I have only done really basic stuff, modified/deleted individual mailboxes, removed security codes, changed system clock, shutdown, restart etc. So far I've been able to figure out how to do what I want to do.

Again, same situation as with the PBX "Here's where everything is, it's all yours, have fun!" Except with the PBX at least I had some manuals.

jhenke

As a system manager you can log into the VM with your system ID (default is 9 then ext number) and your security code.
Add a transaction box and name it something like tech support, make someone that will be in the hunting lines the owner of the box.
Then set your one touch options for the transaction box (i.e. for tech support press 1, etc.).
Finally build a new group with only the users of the tech support group.
Then have the owner record the greetings to match the one touch options.

samboli

Hopefully, I be able to get back to work on this project today. Thank you both for your suggestions and help.

I will let you know how it goes.