Call bouncing to 0800 number? 1

[AppleHead493]

Hi Again

Basically I work for a call center and we have DDI number route directly to us and have 0844 numbers mapped to them from an external company.

After closing time all calls dialled to the 0844 number are handled by said external company but any call dialled to the DDI still goes through to our main center.

So I have configured time profiles, one for opening hours, Mon - Fri 9 - 5.30 and a closing hours which consists of:

17:31 - 23:59 Sunday to Saturday
00:00 - 09:00 Sunday to Saturday
09:00 - 17:30 Sunday and Saturday

I then created a short code to dial the companies main 0844 number to be used during closed time frame. So after 5:30 any call received will dial out to the short code through the incoming call route with a second time profile enabled.

However, 5:31 comes along and calls are still being presented to the main site??

I have also tried using the direct number in incoming call route and not a short code, but no change...

Any ideas?

 

[AppleHead493]

Bump? Anyone have any ideas on this???

 

[intrigrant]

No. I don't understand the question.

 

[AppleHead493]

I'll rephrase it,

Our building has an AVAYA telephone system with DDI numbers (01206) assigned to our SIP line from our service provider (BT).

We have 0844 numbers mapped to these 01206 numbers by an external company who also do call handling for our out of hours service.

At 5:30PM the external company starts handling the calls on the 0844 numbers as the configuration switches the call routing of our 0844 numbers from the 01206 numbers to their own internal call center. They switch it back at 9am the next day when we reopen.

However, when customers phone in on the 01206 number directly (and not through the 0844 number) they are presented at the main office (when its closed) and are not picked up by the out of hours service provided by this external company which is to be expected as they are assigned to our SIP lines.

So to rectify this I set up a short code so when a 01206 number is dialled the short code should dial the primary 0844 number between the times of 5:31pm to 8:59 the next day so they are routed through to the external company. This was done through time profiles, I then configured these settings on each of our DDI's via the the Incoming Call route screen.

My problem is, is that this configuration is not working and we still receive the 01206 calls out of hours and was hoping someone could shed some light on this...

 

[holdmusic34]

If you're sure the programming is right:
Reboot the system if embedded.
Reboot the vmpro server if vmpro. I've seen it before. Did my head in.

You haven't posted your system specs, version and whether this is embedded or preferred so that's about all the help you can hope to get until you do.

RIP Errol Brown, Percy Sledge, Ben E King (2015)

 

[AppleHead493]

Hi Holdmusic34

Here are the specs

- IP Office/ VM PRO 9.0.3.0
- IP500 V2 9.0.3.0 Build 941
- System: SanDisk SD04G 4GB
- Optional: Not Present


Hope that's what you were after.

 

[mattKnight]

>will dial out to the short code through the incoming call route

if you dial the shortcode, does it work?

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[holdmusic34]

You could/ should use a condition in vmpro instead of the a system time profile.
Like Matt's alluding to (hi Matt), try and isolate where it's breaking.

RIP Errol Brown, Percy Sledge, Ben E King (2015)

 

[intrigrant]

I would not use a shortcode.
I would create a time table with the hours the calls should route to the external 0800 number and in ICR add the timetable were you fill the 0800 number as the destination. The 0800 number must be equal as you dial it on a internal extension.
Ypou can also create a time table for the days you are closed for bank holidays etc.
As ICR is matched bottom up put the date time table as lowest entry, then the closed time table and as default the internal call center group.

This has NOTHING to do with VoiceMail....

 

[mattKnight]

>I would not use a shortcode

That is a preference though (and I tend to agree too), but a shortcode will work.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[intrigrant]

I did not say NOT to use a shortcode, I just said I would not do that.
Not because it is a better solution, only because it is lesser work.
And as a lazy man I am by nature I love lesser work

 

[AppleHead493]

Ok I think I've had a 'Derp/Blonde' moment, I had the dial number with a 9 prefix on the 0844 number... It doesn't need it. Just tested again and it seems to be working, i'll keep you posted.

*walks away in shame, head in hands*...

 

[IPGuru]

Posters who admit to an ID-TEN-T error (along with the solution) always deserve a star


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