BCM 50 Auto Attendant Always Goes to Tree 1

[kbelcher]

Hello All,
I've exhausted everything I can think of to try. I would like to have incoming calls to a particular line (155) go to CCR Tree 2. I have setup my greeting table with the appropriate hours and pointing to the correct CCR Tree. I pointed line 155 to Greeting Table 2 in 'Lines Administration'. However, whenever I call line 155 it will always go to CCR Tree 1. I cannot get it to go to CCR Tree 2. The system seems to totally ignore the Greeting Table assigned to that line.

Any help would be greatly appreciated. Let me know if I've not provided enough detail.

Thanks,
Kyle

 

[curlycord]

If nothing is recorded for Table then it will continue to Tree
Under Lines you tell it which Table to to play, not Tree

In TABLE is where you tell it which CCR to use.

VIA GUI/Browser look at the drop down menus near the top.
There is 4 times of day so you could play Tree 1 in morning and tree 2 in afternoon etc if so desired.

VIA Telset go to Table 1 then press Next or OK until you see CCR and change as needed.


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curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[kbelcher]

Hi Curlycord,
I do have the TABLE programmed to go to the correct CCR Trees (2 & 3). The system chooses to ignore both the greeting (2) and CCR Trees (2 & 3) I have selected in table 2. It always uses the greetings and CCR's defined in Table 1. I have attached a series of screenshots in the attached pdf. Let me know if you have any other thoughts or if I've configured it incorrectly. Thanks for your help on this.

 

[snowman50]

Are your receive numbers going to the correct target line.

Recheck the line 155 ,make sure you are getting the call to this line.
Put line 155 on to a phone and prove the incoming call comes in on this button.

Oh and have you checked operator status is on for line answering and not a service mode activated Instead.

 

[kbelcher]

Hey Snowman,
I have attached a couple more SS. I did add the line to my phone and when I call it, it rings once to that line (3230) and then the greeting/CCR assigned to table 1 picks up. Not sure what you are talking about with regards to the 'operator status' but I assume you are referencing the scheduled services (SS attached).

Let me know if you have any other thoughts/suggestions. Thanks for the help.

 

[kbelcher]

oops, attached the same thing twice. here is the scheduled services SS

 

[curlycord]

Operator status is Feature 982 or maybe under AA/GeneralProperties

Some tests to try...

-Change line 125 to use Table 2 and see if works.
-Try setting up another Target line instead of 155.
-Try setting up Table 2 with Tree 3 (or 4)
-Try setting up Table 3 (or 4) with Trees 2/3 and see if works with Line 155
-Try programing via telset (F983)

Have you rebooted the BCM or restarted the Callpilot service lately?


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curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[kbelcher]

I have attached a SS of the AA Properties.

See my comments below:

-Change line 125 to use Table 2 and see if works.

Still uses Table 1. Seems to totally ignore the table I set.​

-Try setting up another Target line instead of 155.

Still uses Table 1. I setup line 156, which was a free line.​

-Try setting up Table 2 with Tree 3 (or 4)

Tried setting it up to go to Tree 4, same result and always goes to Tree 1/Greeting 1​

-Try setting up Table 3 (or 4) with Trees 2/3 and see if works with Line 155

I tried using table 99 and it still goes to Table/Tree/Greeting 1​

-Try programing via telset (F983)

I've never done this...any guidance on how to do it via the handset?​

Have you rebooted the BCM or restarted the Callpilot service lately?

I powered it completely down and rebooted yesterday.​

I really appreciate the help.

 

[curlycord]

Not sure where Operator Status is then.

I am confused though, your first post is about Tree 1 was being the issue but now you say Table 1.....which is it or is it both?.

Table is where it plays AA Greetings
Tree is where is plays Paths/Nodes




=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[kbelcher]

I got into the operator status using the feature code and the settings in there are:
Atdt Avail - Y
Bus Open - Y
Answer Lines - Y
Atdt Ext - 201

I did go into the settings via a handset and changed some settings back and forth but it didn't seem to make a difference.

It appears to be an issue with the Greetings and CCR's set in the Table itself. I 'think' it's making it to Table 2 because if I change the number of rings on Table 2 and call that line (155) it will ring the set number of times (2 for example) where Table 1 is set to 0 rings. However it totally ignores the fact that I've set Table 2 to use Greeting 2 and CCR's 2 and 3. It will always use Greeting 1 and CCR 1.

Here is what I'm trying to accomplish. Line 155 is where we accept calls from the various jails throughout the state. We only want to accept jail calls on line 155 from 9AM-11AM and 1PM-3:30PM. So basically I set up table 2 with that schedule and if someone calls during those hours, it will use CCR 3 which transfers the call to a Hunt Group. If they call outside those hours they go to CCR 2 which plays an informational message and disconnects the call.

I'm totally befuddled. The system seems to ignore the Greeting and CCR's I have assigned to Table 2. I'm beginning to think that the software/programming on the unit is corrupted. We have had our Telco vendor replace the entire call pilot unit under warranty (we did a backup/restore) and still have the same issue. Since we did a backup/restore, I'm wondering if the corruption got restored onto the new unit. Maybe we need to wipe the whole system and reprogram it. I don't really like this option but I'm running out of ideas.

 

[snowman50]

Do the other DDI calls ring correctly .
Do they ring to the correct extns.

Do any off these get answered with the Auto attendant when they shouldn't.

I am just trying to eliminate the line programming.

Go to operator status and switch off line answering and then try a call in .
If the AA answers then there is something wrong with how the calls are presented to the system.

Use the monitor to watch the call coming in and see what is answering it.

 

[kbelcher]

Yes, if I call other direct extensions they ring directly to the phone as expected and the AA doesn't pick them up.

I turned off line answering and then it just rings and rings, no AA.

I looked at call monitor and have attached a SS below of what it looks like. The call came in on Line 65. It flashes 3230-3230 in the 'User' column and then when it connects, it shows a 'User' of 714 - V MAIL when the incorrect greeting starts playing.

 

[kbelcher]

And here is the UIP tab's detail when I call. I only expanded what I thought might be the relevant sections. This is pretty cryptic to me so let me know if I'm not showing everything you need to see.