SIP Feature Server - Voicemail Pain Edition

[Anrew Livingston]

Our freshly minted Genesys install for a smallish contact center is confusing me to no end on the Voicemail front.

Professional Services did the setup, and so I need a sanity check on how to provision new voicemail boxes. 

The voicemail dialplan is in place and the install tool apparently setup the 9999 "Voice over IP Service" DN, and they did in fact setup 4 functional mailboxes that actually work and can be viewed in GAX etc. 

But when it comes to creating new VM boxes, I'm at a loss.  From what I can tell, I should just have to add the TServer\gvm_mailbox=# option to a DN object and a new box be created, what else am I missing?

Also, how "should" failing over to voicemail work?  In my routing strategy, if the target is not available it ends up doing a default route instead of dropping to VM.  I had to (in my opinion) do an inelegant hack of using Force Route on the target submit to queue error and target gcti::voicemail with the  { extensions:{ gvm_mailbox:'1234' } }; hint.  Though I did get to call that block "Bail to Voicemail" which was nice...

Many Thanks,
Anrew

[Anrew Livingston]

FYI the official answer on having a target timeout to voicemail is to forceroute to gcti::voicemail with the extension hint after all. 

Still confused on why we can't create new VM boxes though.

[Dhanasekar]

If you want it to assign it individual agents then on the person annex/option tab set TServer\gvm_mailbox=mailboxnumber
if you want it to assign it agent group then on the agentgroup /option tab set TServer\gvm_mailbox=mailboxnumber also you need to have to assign the role properly to visible these VMs in your admin account.