One Message for all Public Distribution List members

Unanswered Question
Jun 24th, 2009
User Badges:

Hi,

we have a small call center, the call center number is realized with a Hunt Group in UCM 6.x. Now, they want to receive a voicemail when nobody answers the call. For the moment a Call Handler with a Public Distribution List in Unity works okay. But now a every member of the PDL will receive his own voicemail in his own mailstore. Would it be possible to configure one mailstore for a couple of PDL members? The goal is, when one call center members checks or deletes the voicemail the lamp should to turn off on the other phones.

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
Ginger Dillon Wed, 06/24/2009 - 08:57
User Badges:
  • Blue, 1500 points or more

Hi -

What you need is a single shared mailbox for voice messages from the call center. In Active Directory, create a group that contains all of the members in the call center. Then create the shared mailbox account that will be used as the Unity subscriber. Edit that account. On the Exchange Advanced Tab, Mailbox Rights, add the group. Give the group Full Mailbox access and also Send As permissions. From each agent's Outlook, you can then add the Unity account as a second mailbox. Since this is a "shared" view, when one agent handles the voice message, the MWI is turned off. If one agent deletes the message, it appears as deleted on all other agent views in Outlook. P.S. The Send As permissions is only required if the agents need to forward the voice message to someone.

Ginger

lindborg Mon, 06/29/2009 - 16:02
User Badges:
  • Cisco Employee,

...as another side note, Connection 7.x support this exact feature - it's called "dispatch messaging".


as you were.

Actions

This Discussion