Avaya 2005 old stuff

[SHP]

We are unable to post at the "ideas" forum. We just switched from 2005 Avaya phone system, we are really missing these two simple features below that seem easy to implement:

• Voicemail greeting not playing self-ID message: Our ancient Avaya phone would play the self-ID message first, such as "(self-ID) John Smith - is not available, please leave a message." 3CX plays generic "leave a message" immediately, so callers don't know whose voicemail box they are dialing into. A lot of callers think they were being put into a general company voicemail. This has caused a lot of call-backs to front desk and is not a good look to our customers, partners and consultants.
• Dial-by-name matching only one extension: Somewhat related to above, when our callers use the Dial-by-name feature and matching only a single user, the system would forward immediately without confirming who the matched person is. Callers would not know if they have dialed the wrong extension. Also even worse when that extension is on DND, it goes straight to generic voicemail message not knowing whose voicemail box that is. Again, a lot of call-backs and reports of non-working system.

Thanks

 

[NickD_3CX]

Voicemail greeting not playing self-ID message: Our ancient Avaya phone would play the self-ID message first, such as "(self-ID) John Smith - is not available, please leave a message." 3CX plays generic "leave a message" immediately, so callers don't know whose voicemail box they are dialing into. A lot of callers think they were being put into a general company voicemail. This has caused a lot of call-backs to front desk and is not a good look to our customers, partners and consultants.

Each user can record their own Self ID message which will overwrite the default VMail prompt. In the prompt the users can be instructed to include their name and any other information that is relevant.

Dial-by-name matching only one extension: Somewhat related to above, when our callers use the Dial-by-name feature and matching only a single user, the system would forward immediately without confirming who the matched person is. Callers would not know if they have dialed the wrong extension. Also even worse when that extension is on DND, it goes straight to generic voicemail message not knowing whose voicemail box that is. Again, a lot of call-backs and reports of non-working system.

As you pointed out, address the VMail self ID as I mentioned and the fact that there is no confirmation shouldn't be a problem because either the person they want will answer the call, or they will go to a VMail that will now have prompts, or some other user will answer in which case they can be transferred back to the IVR of to the desired user directly.

 

[SHP]

Each user can record their own Self ID message which will overwrite the default VMail prompt. In the prompt the users can be instructed to include their name and any other information that is relevant.


As you pointed out, address the VMail self ID as I mentioned and the fact that there is no confirmation shouldn't be a problem because either the person they want will answer the call, or they will go to a VMail that will now have prompts, or some other user will answer in which case they can be transferred back to the IVR of to the desired user directly.

Hi Nick,

That is not completely true, because Self-ID message should be different from voicemail greeting. If our users record Self-ID message to include voicemail greetings, the Dial-By Name feature would then also say the voicemail greetings. (edit: we did have everybody record a self-ID message and boy that was a lot of work!) We understand ideally every person in the company would have to record twice, a self ID message, and a voicemail greeting, but that is a lot of work especially if the system can (hopefully) be changed to just simply include the self ID message in a generic voicemail message like how our ancient Avaya system did.

About the confimation of dial by name feature, it would greatly minimize the wrong person picking up the call and for us who are used to Avaya it feels like a step backward in terms of elegance.

Higher ups were surprised that while upgrading to 3CX removed the need to maintain hardware controllers (a big plus!), the software management side so far requires more work for the user.

Regards,

SHP