Auto Attendant Features - Call Mgmt.

[fjumayao]

Anyone using the auto attendant features of the UM8000? I created a basic call flow with the help our tech and most of it seems to be working ok. Had to add additional voice ports to handle call volume. But noticed that a lot of times a caller get's stuck when pressing "0" during playing of the script, which should automatically forward to our "operator" extension. I usually get "I’m sorry I did not hear your selection”? message. I've changed the "key delay" parameter to 3 but that hasn't helped.

Any feedback or tips would be appreciated.

Thanks,

Fred

 

[belevedere]

What system is this on?

 

[fjumayao]

This is an NEC Univerge UM8000 unified message system running with our SV8300 PBX. Does that answer your question?

 

[PFD45]

There really isn't a "script" on the UM8000. You just listen to the greeting of a VM box or a Transaction box (there are a few others) and go where "One Key Dialing" is programmed to send you.

The easiest thing to do might be to go into "Port Monitor" and see what mailbox you are in when dialing 0 fails. Then look what is programmed for 0 in "One Key Dialing" for that mailbox.

 

[fjumayao]

Hi PFD45, sorry by a script I meant our voice recording that instructs the caller flow. I have been in the Port status screen, the only thing I see when this occurs is the status turns into "CONTINUED" then begins the script from the beginning.

 

[belevedere]

The UM8000 will not forward to an extension if it does not have a mail box in the VM. Check your attendant mail box settings and make sure it has a valid extension assigned within the PBX. As a test you can change the 0 out setting to go to another extension in the PBX. Make sure it has a mail box assigned. Verify the ports are set to release transfer.

 

[fjumayao]

Belevedere,
Thanks for the feedback. I have tested entering an extension during the playback of our voice script and it intermittently works. Sometimes it will automatically exit the script and transfer to the extension I keyed in, other times it will error with "I’m sorry I did not hear your selection” message. But getting the 0 to transfer to the operator extension 7777 doesn't work at all. I'll look for the 0 out setting. I've also escalated the issue to NEC.