[cisco-voip] Configuring voicemail on ACD lines?

[Erick Bergquist]

In your script, set the call no answer duration to something less then what the call manager/DN is set to, or set the CFNA timer on CCM to be at least 1-2 seconds higher then no answer setting in CRS script. In CRS 3.1 and higher this shouldn't be a issue as ICD extensions don't follow forwards if I recall correctly (been awhile). 

The call will be pulled back by IPCC Express and go to next agent (or be queued, whatever script is set to do) if the agent doesn't answer the phone within the timeout period. 

If the call did end up in VM it would go the extension of the CTI RP anyway since that was the original called party number unless you over ride that. 

Also, you want to keep in mind the unsupported configurations on agent phone lines. This list can be found in the release notes for your version of CRA/CRS/IPCCX/whatever the current name is.

Unsupported configurations in 3.5
Two lines on an agent's phone that have the same extension but exist in different partitions. An ICD extension assigned to multiple devices. Configuring the same ICD extension in more than one device profile. 
(Configuring an ICD extension in a device profile is supported.) In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Maximum Number of Calls to a value other than 2. In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Busy Trigger to a value other than 1. Configuring a Cisco IP Phone with SRTP on. No Cisco Call Manager device can be forwarded to the ICD extension of an agent. The ICD extension of an agent cannot be configured to forward to a Cisco CRA route point. Use of characters other than the numerals 0 - 9 in the ICD extension of an agent. 
----- Original Message ----
From: Jonathan Charles <jonvoip at gmail.com>
To: ciscovoip <cisco-voip at puck.nether.net>
Sent: Saturday, July 1, 2006 5:20:29 PM
Subject: [cisco-voip] Configuring voicemail on ACD lines?

Our call-center phones have a single line on them for ACD. We just got
tasked with a requirement that agents have voicemail on this line (we
are not live yet).

I searched Cisco, and my fear is that if an Agent is in ready and
doesn't answer the call, it will go to that agent's voicemail.

That would be bad.

I want the call to go back into queue... but I need voicemail, and I
would prefer not adding another line to their phones (though I will
definitely do it if that is the only solution).




Jonathan
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