Meridian Mail

[Louisa]

Software / swtich Genesys 6.5, Meridan rel 25 with Symposium link..

I have added a treatment into a strategy which plays a message giving the caller the option to hold to wait for an agent or press 1 to leave a voicemail.

If the user selects 1 the script in VTM forwards to call to an analogue phone which should ring once and then forward to voicemail. Well that's what happens when I call the analogue phone direct...

The problem I have is that when trasnferring from the strategy to the phone it forwards the call to the phone i.e. the phone rings but the phone just rings out and the Meridian mail does not kick in...

Can anyone help!

Thanks.

[Louisa]

I have put a divert on the phone and this is now ok.

However the problem I now have is that when the users presses 1 the call is forwarded to the voicemail box but continues to queue on the virtual queue for a further 60 seconds. The same happens if the caller hangs up during the VTO messages.

I have tried to add a blank treatment to see if it waits for the next treatment before it clears but it still queues for 60 seconds before dropping off the queue.

Any help would be appreciated....

[Vic]

Hi, Louise,

I do not think I would be much of the help, but what is VTM?

[Dave]

VTM is Voice Treatment Manager, a component of VTO (Voice Treatment Option). VTO is a very simplistic prompt/collect and call treatment program.

[Rory]

Louisa,

Could this be a timeout on the queue before its dropped? If the Voicemail ports are not AST configured then Genesys may not get a confirmation of transfer.

Could you blind transfer direct to the voicemail port without using the analogue phone? Also, in terms of the first problem, have you got the phone set to go to voicemail for all call types?

Alas, no definitive answers.

Rory