Avaya Night mode button causes intercom call 1

[Greg0351]

Hello. I just bought a building with an older Avaya phone system in it. I dont know much about these systems and the local phone guy did not seem to know anything either. I downloaded the manual and got the system to do some of the things I wanted it to do which is more then the local phone system guy could do. So today I wanted to set it up to use the automatic attendant to answer calls and do the whole press 1 for sales set up. I could not get it to work and now I have screwed the night mode system up.

Now when I press the night mode button which I assigned at ext 10 the light comes on and immediately an intercom call comes in, when I pick up the receiver it dials some numbers then goes silent. when I hang it up it repeats the call, I pick it up and it dials the random numbers then silence.

Before I messed things up when in night mode it would play the auto attendant message and allow the caller to leave a message. Now it rings for a while then ext 13's voice mail takes the call.

Can anyone help me with this?

 

[TouchToneTommy]

You've got your Ext. 10 (and perhaps others) assigned to Hunt Group 7, which is intended for only the voice mail system ports. When you press the Night Service button, the system calls the first extension in HG7 and when it answers, send a series of Touch Tones to tell it to switch over to Night mode, or back to Day mode.

At Ext. 10, Press Feature, dial 00, press the Left hand Intercom button Twice
Dial #505-7-10. If the 2nd line of the display says "1-Assigned", press 2 and it will change to "2-Not Assigned". Now press the button in the 2nd column from the left, 2nd button down from the top. The display will change to Hunt Group 7 Ext. 11, and again make sure it is 2-Not Assigned. Use that button to step through every extension number from 10 to 33, keep 34 and 35 as 1-Assigned, then check 36 through 57, and 78 and 79 to be 2-Not Assigned.

Once you get that sorted out, set the lines that you want to be answered by the Auto Attendant with #206-7-LL-1 (where LL is the 2-digit line number), set the number of rings you want before the AA answers with #506-(1=Day mode/2=Night mode)-LL-X (where X=0 to 6 rings), and assign the Night Service button to Ext. 10 with #503-3, then press the button that you want to be the NS button.

Remember in the auto attendant there are separate menus and selector codes for Day and Night, and consider especially the Night Mode "Dial-0/Timeout" option, that the call goes somewhere that you can get the message.

 

[Greg0351]

Thank you TouchtoneTommy. I had at one point had ext 10 in HG7 but I had taken it out already. I guess the changes did not take effect right away or something. What I did not have set up right was the group call Distrib #206. I had set up the lines in group 1 rather then 7...changed that and it is working now. Thank you for your help. Hours spent trying to figure this out. I knew it would be something simple...for someone who knew what they were doing.

A follow up question. The situation is that I bought a company and we have phones though out the building. When calls come in on the new companies line I want the auto attendant for that line to say "thanks for calling my company, the new home of the company I bought, someone will be with you shortly" then I would like it to ring all the phones on the system in case the receptionist is away from her desk or with a customer any of the other employes could take the call. ... Right now after the message the system sends the call to only one ext. Is that possible?

Also right now when the system transfers the call to an extension it just says "voicemail system" on the display. Can that have the caller ID info on it or does that get stripped going through the system?

Thanks again for you help.

 

[TouchToneTommy]

Assign your extensions that will cover the operator to calling group number 2, #502-2-XX-1. Set the Transfer Return Extension for 34 and 35 to themselves, #306-34-34, #306-35-35. Set the number of rings it should ring before covering to a mailbox, #105-(1 to 9, or 0 if the call should ring forever)

In the voicemail, create mailbox 72, WITH a phone. Set its phantom destination to mailbox 10. Set the Dial-0/Timeout option in the auto attendant to Transfer to Ext. 72. Log into mailbox 72, record a greeting saying "All operators are busy assisting other callers, leave a message". Although callers will hear 72's greeting, 10's mailbox will have the incoming message.

Caller ID Display on Auto Attendant Transfer was introduced on R6

 

[Greg0351]

I did all the first part but I can not figure out how to set ext 72 to use the mail box of ext. 10. I thought I had done that before but can not find the option. can you let me know where to change that?

 

[TouchToneTommy]

Phantom destination - available on Release 6 and 7. Log into the system administrator's mailbox, 9 for programming, 2 for extensions, 72# for mailbox 72, then option 9 is phantom destination.

 

[Greg0351]

I must have an older system then that then. That option is not available on my system. Is there another way to do it? also is there a way to tell what release I have?

 

[Dexman]

The picture shows an Avaya Partner Messaging R1. There is a sticker visible in the picture.

I "FEATURE 00"

http://dexman.webs.com/

 

[TouchToneTommy]

Go for the obvious, Paul! You're supposed to make us wonder how you're clairvoyant.

So, you're going to be stuck having to check mailbox 72 on a regular basis for messages, although you could program the outcalling to dial #09XX where XX is the person responsible to checking message, and adding a Feature 10-XX button to their phone to turn it off when they've got the messages. Oh, and instead of pressing 9 for programming, press 7 and she will tell you your release.

 

[Dexman]

Once I read that only the R6 and R7 supported the feature, I took a chance.

I "FEATURE 00"

http://dexman.webs.com/

 

[Dexman]

Another option would be to upgrade the voice mail to the Avaya Partner Messaging R7. Prices have stabilized and settled on the secondary market.

A side note...I looked at the picture again and noticed that the outer jackets on some of the station cables have pulled free from the connectors. This can lead to problems. Consider re-terminating or replacing those cables.

I "FEATURE 00"

http://dexman.webs.com/

 

[Greg0351]

Thanks Dexman. I saw the sticker but did not know if it was a software type thing that could have been updated or something... I will check into getting a newer box. Can I just plug in an R7 module into the rest of my older system or will everything need to be updated?

So I did all the above but when I call my number I get the AA recording which I recorded that says " thanks for calling.......someone will be with you in a moment" (there is no selections to be made). after a few seconds of silence the phone lady says you are being transferred but nothing happens, no phones ring it just sits there. How do I tell it to ring call group 2 which I set up with all the extensions I want it to ring at as mentioned above?

I went into the AA and made a change to the dial 0 time out action and told it to transfer to ext. 10 (this is our receptionists extension). I called the phone again and it did start ringing at ext.10. So that works but I would like it to ring at the group 2 phones in case the receptionist is busy and cant take the call.

Thank you

 

[Dexman]

It should be a direct swap from the APM1 to the APM7.

Before swapping the voice mails, make sure the memory retention batteries in the processor are strong, backup the processor programming to the PCMCIA, power down the system, swap the voice mails, insert the 2 port license into the R7 (unless you purchase another one of them), power up the carrier, program the R7 voice mail, test everything and you're done!

But honestly, please do consider replacing those frayed cables. Those are bad news.

I "FEATURE 00"

http://dexman.webs.com/

 

[Greg0351]

Thanks Dexman I will check into it.

Another question. The phone system had 4 lines coming in but we turned two off. How do I reclaim the buttons those lines used so I can use them for other features. Now if I do a Feature 00 it lights up the 4 buttons that have/had lines associated with them and will not let me select them for programing. It now says "No Ring - L04".

 

[TouchToneTommy]

.... when I call my number I get the AA recording which I recorded that says " thanks for calling.......someone will be with you in a moment" (there is no selections to be made). after a few seconds of silence the phone lady says you are being transferred but nothing happens, no phones ring it just sits there. How do I tell it to ring call group 2 which I set up with all the extensions I want it to ring at as mentioned above?

I went into the AA and made a change to the dial 0 time out action and told it to transfer to ext. 10 (this is our receptionists extension). I called the phone again and it did start ringing at ext.10. So that works but I would like it to ring at the group 2 phones in case the receptionist is busy and cant take the call.

This is where creating Mailbox 72 comes in. 72 is the extension number of Calling Group number 2, which should have your extensions assigned that you want to ring. Then you set the Dial-0/Timeout option of the automated attendant to Transfer to an Extension, and give it Extension 72.

Assign the extensions to calling group 2, then go to another extension, press Intercom, dial 72, and make sure that they ring.

 

[Greg0351]

Great I think it is all working now Thanks for you help. One last question and I will be done for a while. Is there a way to make the phone not ring before the AA takes the call. Right now the phone rings once then the AA picks up does its thing then the phones ring again. Can I make it so that we will not hear the phone ringing until after the AA has done its thing? I saw some stuff about delay ringing but of course now I can not find it.

 

[TouchToneTommy]

Yes, set the phones to Delayed Ring, instead of Immediate Ring. From System Programming, press the right hand Intercom button once to get into Centralized Telephone Programming. Dial the extension number, the lines light up, Solid is Immediate, slow steady flashing is Delayed, fast fluttering is No ring. Press each line to toggle between the states. Once an extension is set the way you want it, press the right hand Intercom button to enter another extension number, or right hand and then left hand Intercom to return to System Programming.