IPCC call redirected to the wrong Voice Mail

Unanswered Question
Dec 7th, 2008

Hi all,

I have an environment with CCM 4.1 and IPCC Express 4.0(5)

After the IPCC Express upgrade from release 3.5 to rel 4.0(5) calls to the call center script are not redirected to the correct voice mail (we hear a general prompt of the voice mail application). If I call directly the extension of the voice mail it works fine.

Any suggestion?

Thanks in advance

Gabriele

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CHRIS CHARLEBOIS Mon, 12/08/2008 - 14:13

How is the script sending the call to VM? With a Call Redirect or a Consult Call Transfer?


Also, when you say "If I call directly the extension of the voice mail it works fine", do you mean that if you call the VM Pilot Number from an internal phone you access the voicemail box for that phone (i.e. prompted for a password)? Is that the behavior you want from the CCX calls? If so, what voice mailbox should they be entering?


Typically, the desired behavior is to route a call to VM into a particular mailbox to leave a message. This is done by using Call Redirect, setting the Destination as the VM Pilot and setting the Called Address to the voice mailbox number. Is this how yours is setup?

ssuryavanshi Wed, 12/10/2008 - 05:20

Hello Gabriele,

Try changing the value of "Reset CTI Called Address " in the Call Redirect Step of your script.


Pls. rate if it helps.


-Sunil

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