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New Member

CTI route point Not registered

Hello all,


In a call center environment, A CTI route point is configured to forward the incoming call to voice mail box, when the call center is closed.


When the agents try to retrieve the voice mail, they heard  “ ... extension xxxx is not available record your message …”   Currently on Call Manager admin web page, that CTI route point registration shows “ Unknown”.


I suspect the voice mail issue is related to the CTI route point.     Any idea to fix it?    (  already tried to reset/update the CTI route point)

I appreciate your help.

Master002

6 REPLIES
Hall of Fame Super Silver

CTI route point Not registered

Looks like the CTI RP is used only as a relay to get to voicemail, so the registration unknown is expected here.

Seems like standard greeting is heard, so what is the issue here?

Chris

New Member

CTI route point Not registered

Yes, Chris.   CTI RP is used as a relay to get to voice mail.

The issue is, that the agents are unable to retrieve the voice mail.     

Here are the steps that the agents retrieve the voice mail:

1.  dial 4-digit DN,   (  for example: 1111,  which is assigned to voice mail pilot number)

2.  input  voice mail box number( 4 digit,  for example: 2222)

3. input password

4.  now they hear  “ ... extension 2222 is not available record your message …” 

Please advise.

Hall of Fame Super Silver

CTI route point Not registered

This is expected as you are having them dial the extension to leave a message, to check messages you have couple of choices:

1. put the shared line on everyone's phone, this way they can simply select the line and press Messages to retreive the messgaes

2. Have them call into VM pilot press * and then sign in.

HTH,

Chris

New Member

CTI route point Not registered

sorry, the step 1,  the agents actually dial voice mail pilot number , then *  ,   step 2 & 3 show agents are signing in...

I don't have a chance to test on my side, all the informaiton are from the agents...... Any idea?   Thanks again,

Bronze

CTI route point Not registered

Is this going to Unity Connection or Unity? Or somewhere else? Sounds like an issue with the mailbox itself.

New Member

CTI route point Not registered

This is going to Unity....Pls. help.

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