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Avaya IP Office - Need to remove the "Dial # then Extension" on incoming call.

Posted on 2011-02-23
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Last Modified: 2013-12-27
Right now when a caller calls into our automated attendant, they are given the option to dial # followed by the extension (ie: #207) to reach an internal extension.  We would like to remove the # and allow the caller to just enter the extension number (ie: 207) to reach that extension.  Thanks-
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Question by:gruen33
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by:XCOMTECH
ID: 34964797
I will make a few assumptions here.  I will say you are using VM Pro.  Also, I would say that your auto attendant says press 1 for ....., 2 for....., etc.  My guess is that they have the callers press # first is because you have an option 2 in the auto attendant.  Without the caller entering # first the auto attendant would dial option 2 as soon as the person tried to enter 205 for example.  I would do away with option #2 in your menu.   Then in VM Pro go into the properties of your menu and under touch tones, add an option of 2?? and point that towards the place that the # option was pointing to and remove the original line.
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by:gruen33
ID: 34967308
Thanks for the response.  We are actually using Embedded Voicemail and configuring via IP Office Manager 6.2.  The IP Office firmware is at version 4.2 which I think needs to be upgraded asap.  Yes we are using an AA that says press 1, press 2 for..., and etc.
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XCOMTECH earned 500 total points
ID: 34969268
I had a 50% chance of what voicemail you were using and I got it wrong.  That is why I don't gamble.  

Here is what you need to do.
Log into Manager and look at the list on the left.
You should see auto attendant, click that.
One the first tab you should see a box that says "Direct Dial-By-Name", make sure you check that. Click OK
On the second tab ACTIONS, double click your option 2.
Under the actions, select "Dial By Number". Click OK
You will have to record your auto attendant again and say, "If you know the extension, you can press it at any time".
Also, change what option 2 did before we made the change and remove # option or make it do something else.  Usually I will use it for Replay Greeting, just select that under the actions for that option.  And let the caller know of that option in the auto attendant message.  If you don't want to use it, just make the action, Not Defined.

Hope this helps.
Don't forget to save and Merge your changes.
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Expert Comment

by:XCOMTECH
ID: 34969314
Now all that being said, I just noticed you said you are using 4.2.  I don't remember if that was possible with that version, I haven't used it in awhile.  You might have to say "Press something first and then have that option Dial By Number.
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Author Comment

by:gruen33
ID: 34970075
XCOMTECH, thanks.  I think you are right about the settings in Auto Attendant.  I do not have the option of Direct Dial By Name.  I think it is because I am running the old firmware.  I am going to try an upgrade this weekend while nobody is using the system.  I will let you know if that works.  Thanks again.
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Expert Comment

by:XCOMTECH
ID: 34979021
Good luck, I know version 5.0 will do what you want.
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Author Comment

by:gruen33
ID: 34999817
Xcomtech, that option is not available on version 5.0.  I just purchased an upgrade license to 6.0 which should give me the ability to select that check box for "Dial-by-number".  I will let you know for sure once the upgrade is complete.  Thanks-
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Author Closing Comment

by:gruen33
ID: 35022387
Thanks, that worked.  Once I upgraded to 6.1 I had that option.  All is good now.
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