Return to Queue w/ voicemail

[Mark]

We are just implementing G6 in our call centers, and a problem we have ran into is trying to requeue a call on a walkaway. We have a Nortel Opt. 61 switch w/ Meridian Mail. All our agents have DID's with voicemail. When Genesys trys to Return the call to Queue, the call if going to our agents voicemail box instead of returning to queue. IS THERE A SOLUTION OUT THERE? We have not heard a good solution, but someone must have voicemail working with G6....

[silver]

We had a similair problem with the Ericsson MD110, to resolve;

We changed the agents extension numbers, from thier DDI to internal numbers, then set up with a divert to itself, then put monitor keys on the phone for the DDI's.

We admitedly had to change all the place names and DN's but the solution worked.

e.g
63636 changed to 53636, divert set to 53636.
Then set up the 63636 as an ADN with a monitor key on 53636.

This way if they are on an external call the equ is shown as busy and genesys will not send a contact centre call through.