# Direct Transfer to Voice Mail

## Description

Direct Transfer to Voice Mail transfers an active call directly to the requested party's voice mailbox instead of waiting for the system to transfer it there after ringing the party's phone. Use this feature when you know that the party is unavailable or when the caller only wishes to leave them a voice message.

To transfer the call to a voice mailbox, simply press the Message key, and then dial the destination extension (or use a DSS or Speedcall key). The call is transferred unsupervised to the mailbox owner's personal greeting while the transferring party's phone receives dial tone or returns to idle. During the transfer setup, the caller is placed on soft hold and presented with Music on Hold (if provisioned). To abort the transfer and reconnect the caller, press Cancel at any time before the last digit in the transfer destination number is dialed.

A feature access code (FAC) is provided for use on phones that do not have a Message key or that are using the key for Visual Voice Mail. Phones that use the Message key for Visual Voice Mail can also configure a programmable line key as a Message key. Consoles are provided either a softkey (5540), or a toolbar button (MiVoice Business Console) for initiating the transfer.

Using the Message key or FAC is equivalent to dialing the pilot number of the voice mail system. The actual pilot number dialed for a given transfer destination is determined by Call Coverage Services provisioned for the destination.

## Conditions and Feature Interactions

- Direct Transfer to Voice Mail works with all MiVoice Business-compatible voice mail systems whether nodal (see Figure 1) or centralized (see Figure 2) and on all phones and consoles. Feature invocation is by Message key on MiVoice IP Phones and by softkey or fixed key on consoles. All other devices, including trunks, are required to use the FAC.)

- The Message softkey on devices such as the 5140 and 5240 IP Phones is presented in idle state only and so cannot be used to invoke a Direct Transfer to Voice Mail. The FAC must be used on these devices.

- Visual Voice Mail, if programmed to the Message key, receives priority over Direct Transfer to Voice Mail. To initiate a transfer to voice mail, the user must press the Trans/Conf key, and then dial the Voice Mail FAC (which can be stored in a speedcall key.) The user can also configure a programmable line key as a Message key.

- Valid destinations or termination points for voice mail transfers are extension numbers, suite pilot numbers, personal ring groups, Multi-device User Groups, and Multi-device Suites. For suites and groups, the Call Coverage Service Index used is the one assigned to the prime member. For suite members, it depends on whether or not STS is enabled; see Table 1 for details. Transfers attempted to invalid termination points are treated as a normal transfer request.

- Pressing the Message key or dialing the Voice Mail FAC in idle state (no call active) with no active message waiting results in a call to the voice mail hunt group pilot provisioned for the phone in the Call Coverage Services form. If no coverage is provisioned, pressing the Message key displays "NO MESSAGES".

- Pressing the Message key or dialing the Voice Mail FAC in idle state (no call active) with an active message waiting, displays options for the user to select to access voice mail or respond to a callback.

- Using a Message key or FAC when there is no call coverage destination programmed results in invalid dialing treatment.

- Feature invocation by trunks is limited to SIP and E&M trunks.

- Calls present to the voice mail system as Call Forward Always.

- Transfers to voice mail that fail because of routing errors or time out awaiting answer will recall the transferring party. The recall presents as a no answer recall on the transferring party's display.

- Transfers encountering a busy voice mail hunt group may camp-on if permitted by the transferring party's Class of Service. If camp-on is disallowed, the call will recall the transferring party.

- Invalid destinations will result in “Not Allowed” being displayed to the user. If the user hangs up at anytime with a party on soft hold the held party will recall the user.

- Transfer to Voice Mail attempts to destinations that do not support a call coverage service index are treated as normal transfers. Likewise with call coverage indexes that have no voice mail pilot number provisioned.

- Devices that are not capable of displaying 'Forwarding From' information will only show the calling party information. For example, if A calls B, B transfers to voice mail to C, and D is the answer point, the device will show A is calling. For devices that do show 'Forwarding From' information, it will show 'Forwarding From C' when ringing D.

- A Location Based Number (LBN) used as a Direct Transfer to Voice Mail destination does not translate to a call coverage index and results in a supervised transfer to the LBN destination instead of a transfer to voice mail system. The actual LBN destination used is based on the network zone of the transferring party not the zone of the original Transfer to Voice Mail destination. For hot desk users, the network zone used is the one associated with the Registration DN
  The directory number (DN) of a phone that is provisioned for Hot Desk use. Not to be confused with the Login DN which the user enters to log in to the hot desk phone. not the user's login DN.

NOTE: The location of a voice mailbox is fixed to its host MiVoice Business system. As such, using voice mail pilot numbers as LBNs is discouraged in networks with hot desk users since their location can change.

## Feature Provisioning for Typical Voice Mail Topologies

### 1) Multiple Voice Mail Systems

Multiple voice mail systems are supported by provisioning a unique Call Coverage Service index for each system in a network. The users are then assigned the index that accesses their voice system. Figure 1 shows a typical multi-node installation, with each node providing its own embedded voice mail service.

Figure 1: Click image to enlarge

2) Centralized Voice Mail System

In a centralized voice mail system, a single Call Coverage Service index is provisioned and assigned to all users in the network (as shown in Figure 2).

Figure 2: Click image to enlarge

## Programming

1. Call Coverage Services form

- Assign voice mail pilot numbers to Call Coverage Service indexes as required.

2. User and Services Configuration ( ) or Station Attributes ( ) or Ring Groups form ( )

- Assign users and other valid termination points (see Table 1 below) the appropriate Call Coverage Service index.

3. Feature Access Codes form

- Assign a Voice Mail feature access code.

Table 1: Call Coverage Index Selection by Termination Type

Termination Type (Transfer Destination) | Call Coverage Service Index Used
User | Assigned Call Coverage Index
Ring Group
Personal Ring Group (PRG) pilot number | Prime’s Call Coverage Index
PRG member
Multi-device User Group (MUG) pilot number
Multi-device Suite
Suite pilot number
Suite member | Depends on STS. If STS is ON, then we will use the Suite's prime member's index. If STS is OFF, then we will use the member's index.
Non Prime Broadcast Group | First member of group
Hunt Group Not Available | Not Available (transfer is treated as a normal transfer request.)
Network Hunt Group
ACD Path
Attendant
Other (ARS Plans, Lists, Routes, pagers etc.)

## Device Support

- Supported on all devices.

## Operation

#### Using Message Key

1. Press the Message softkey, Message programmable key, , Leave a Msg softkey, , or dial the Message feature access code.

2. Dial the transfer destination or press DSS/BLF.

#### Using Speedcall Key

1. While in talk state with the calling party, press Trans/Conf.

2. Press the speedcall that contains the feature access code.

3. Dial destination or press DSS/BLF.

NOTE: Both the FAC and destination can be programmed to a single speedcall a key.

#### Using Feature Access Code

SIP Devices and attendant consoles

1. While in talk state with the calling party, dial the Voice Mail FAC.

2. Dial the destination.

ONS and External Hot Desk User (EHDU) Devices

1. While in talk state with the calling party, press Trans/Conf, dial the mid-call feature code for Transfer (EHDU) or flash hookswitch (ONS).

2. Dial the Voice Mail FAC.

3. Dial the destination.

#### Using Softkey (5540)

1. While in talk state with the calling party, press the Transfer to Voice Mail softkey.

2. Dial the destination.

#### Using the toolbar button (MiVoice Business Console)

1. While in talk state with the calling party, click the Voice Mail toolbar button.

2. Dial or select the transfer destination using the Transfer Assistant, Phonebook, BLF, Call History, or My Call History.

NOTE: The MiVoice Business Console supports multiple ways to perform a transfer to voice mail. For details, see the MiVoice Business Console Operator Help.