Direct Drop Overview

The base for the Direct Drop feature in NuPoint is the Activity message in CMG Speech with following diversion to a Virtual Machine (VM) system or the Direct Drop feature in InAttend where the attendant transfers a waiting call to a VM system.

The Direct Drop feature suppresses the user greeting when a call is diverted from BluStar Collaboration Management (CMG) Speech or InAttend to NuPoint. Direct Drop works only with MX-One and MiV5000 integrations with NPM. To enable Direct Drop on CMG deployments of InAttend, a user Activity must be set in CMG (Message Diversion) or a Direct Drop made by attendant in InAttend. Refer to CMG Help for instructions on how to set the user Activity.

Note: Standalone InAttend does not use CMG and setting the user Activity is not supported. If InAttend integrates with a third-party server using Transfer to Voice Mail option, then Direct Drop of the call is supported. See InAttend User Guide for more information.

When Direct Drop is enabled, CMG plays the Activity message of the user before the call is diverted to NuPoint to record the message while suppressing the user defined Welcome message. Therefore, callers hear only the message “You may start your message now” and then the beep. In CMG deployments of InAttend, with no user Activity set, for calls reaching NuPoint directly from MX-One and MV5000 and for calls forwarded to NuPoint, the user greeting plays as usual.

Direct Drop is activated when a call is diverted to NuPoint from InAttend and the destination mailbox exists on NuPoint, but there is no call flow for the destination mailbox. If there is a user-defined call flow for the destination mailbox, it takes priority over the suppression of user greetings by Direct Drop.

Configuring Direct Drop

In CMG

1. NuPoint needs to exist as an External VM system in CMG Speech.

2. This external VM system needs to be defined in a CMG User Group with the Pilot number of NuPoint.

3. Specific users need to have this User Group defined in the CMG Speech tab.

In NuPoint

There is no configuration needed specifically to make the Direct Drop feature work from MiCollab 8.0. For basic NuPoint integration, see the MiCollab Platform Integration Guide.

Enabling Direct Drop

To enable Direct Drop in Standalone InAttend, refer to the InAttend Configuration Guide.

To enable Direct Drop in CMG deployments of InAttend, a user Activity must be specified and set on the CMG for the destination mailbox. Activities can be set for a specific duration on the CMG. The following Activity options are predefined on the CMG:

• Lunch break

• Left for the day

• Away from desk

• Meeting

• Business trip

• Visiting a customer

• Vacation

• Not available

• Back soon

• Sick leave

With Direct Drop enabled, the system greetings play as usual, but all user greetings are suppressed. Some of the user greetings are listed below:

• General Greetings

• Conditional Personnel Greetings (Forward, Busy, and No answer)

• Primary Personnel Greetings

• Daily Greetings (Default, Today)

• Extended Absence Greetings

The following table shows the status of the Direct Drop feature in the following scenarios:

* Delete existing call flow