AA not answering after zeroing out

[ivtrook]

According to the customer, it worked before, but it is not now. When the caller reaches the AA at night, they punch in their desired ext. to reach, then it goes to the mailbox of that ext. because its after hours. So callers would hit 0 to go back operator. The customer claims once it rolls back to the operator the caller is prompt with the AA greeting...BUT all its doing now is just ringing the operator's phone.

Is there a way in this Merlin Messaging to have zero out route back to the AA greeting?? I've tried setting this up but kept getting the wrong result..

 

[tdaugirdas]

You can do anything - but the typical "Night" press 0 action is to route the caller to a General Mailbox. If you want to route them back to the Night AA - then first create an AA extention mailbox (use a phantom like ext 791 or whatever) - choose 3 to make it an AA mailbox, then 1 for AA1 and 6 to say it has no phone.

Now go back to your Night AA menu and change the dial zero/time-out action to transfer to 791.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Westi]

Just as a side note, customer "claim" that it worked before have been often a load of horse manure, I had the wildest things said by customers the phone system "used to do" before I installed an additional extension and "screwed" it all up.
Sorry have a very sarcastic day.
is the operator phone by any chance a queued console? or is it a DLC

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[jinxs]

Joe,

Do you mean like after you just got done programming an auto-attendant all the lights go off and the customer looks at you as if you did something wrong..or my fav..customers PRI went down, I get the call. After a conf call between the customer, Verizon, and myself it was determined that the protocol was set to NI2. Verizon claims that it has been set that way since 2006. Yet, once it was changed to custom it magically worked. Then the customer had the audacity to ask me what I did to fix it. I had one of those same days in my afternoon. Love my job...Love my Job. Oh and I agree with Tom and Joe.

A.J. Wiesner
AT&D Communications

 

[Westi]

A.J.
I love hearing those stories, it tells me that it is the same phenomenon all over the place.

Joe W.

FHandw., ACS

If you can't be good, be good at it!