call centre = no night routing 1

[Wallysworld]

Hi All;

I have a BCM 450 rls. 5 that has a functioning skillset 1 during the day, but does not change over at 17:00 hrs to the night routing table.

The call centre closes at 5 and I want the AA to p/u (which is functioning on their backdoor #).

I have the night routing programmed (transfer to ccr tree that I know is functioning [it's working on the backdoor number]), the 24hrs checkbox is unchecked in the "skillset service mode".

It does not matter what time of day I enable the skillset it ALWAYS says "the current Service Mode for this skillset is set to Day. This setting can be changed using the Operator setting (F982)", which is a blatent lie because I have tried at all times of day and night to no avail.

Has anyone else had this issue... do you have the answer to my riddle?

Thanks in advance.

 

[yankblan]

Put the first step of night service at "disconnect"; program night service on Element Manager/telset to VM extension.

 

[snowman50]

Have you set the times in day mode and night mode to switch on /off
Correctly..day 08:00--night 17:00

Have you set the F982 CCR set to Auto for the skillset that requires day mode- night mode.
Each skill set needs to be administered this way.

 

[Wallysworld]

yankblan: I want the skillset to transfer to a ccr tree not to a mailbox... and I'm not sure what you mean by
'the first step of night service at "disconnect"'

snowman50: the day/night mode is set correctly
and I'm having trouble with
"F982 CCR set to Auto for the skillset that requires day mode- night mode"??

sorry guys... I'm a bit thick.

 

[snowman50]

For each day of the week set the hours of operation for the Skillset:
a) To have the Skillset operate in 24 hour mode, leave the 24 hr Service check box selected for that day.
b) To set the start time for the Day Routing Table, in the Day Start Time box enter the start time in 24 hour format i.e. hh:mm
c) To set the start time for the Night Routing Table, in the Night Start Time box enter the start time in 24 hour format i.e. hh:mm.
d) Click the Submit button

You will be notified of the current service mode. If you have configured both Day and Night routing tables, then the mode setting can be manually changed using the F982 Operator Setting

Setting the Service Mode for Skillsets
You must set the Service Mode the skillset uses so that calls are answered correctly. Before you set the Service Mode you must:
 Configure a skillset
 Set up at least a Day Routing Table for the skillset
The default Contact Center Service Mode is 24 hour operation. You can change the hours of operation using the Operator Feature Code F982. There are six possible Service Modes:
Auto : The skillset uses the Automatic Service Mode. You must configure both the Day and Night Routing Tables before you can assign the Automatic Service Mode to the skillset.
Day: The skillset uses the Manual Service mode and the Day Routing Table.
You must configure the Day Routing Table before you can assign the Manual Service Mode and the Day Routing Table.
Night: The skillset uses the Manual Service mode and the Night Routing Table. You must configure the Night Routing Table before you can assign the Manual Service Mode and the Night Routing Table.
24 Hour The skillset uses the Day Routing Table only.
You must configure the Day Routing Table for 24 hour operation to use this Service Mode.
Uninit: The skillset is not configured. You must configure the skillset before you can assign the Service Mode.


Note: If you originally configure the skillset with a Day Routing Table only and enable the skillset, Contact Center will recognize the Service Mode as Day. Afterwards, if you add a Night Routing Table, Contact Center still recognizes the Service Mode as Day. You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode.


Note: If you originally configure the skillset with a Day Routing Table only and enable the skillset, Contact Center will recognize the Service Mode as Day. Afterwards, if you add a Night Routing Table, Contact Center still recognizes the Service Mode as Day. You must set the Service Mode to Auto to get Contact Center to function in the Auto Service Mode.

To set the Service Mode:
1. Enter Feature 982 on a two-line display telephone handset.
2. Enter the default Operator password 67372867 (operator) and press OK.
Or
If you changed the default Operator password, enter the new password and press OK.
3. Press MODE.
4. The display shows the Service Mode for Skillset 1.
5. Press CHNG if you want to change the Service Mode to Day or Night or Auto
Or
Press VIEW if you want to view the details for the Service Mode
Or
Press NEXT if you have a Day Routing Table for skillset 2.
6. The display shows the Service Mode for skillset 2.
7. Press CHNG if you want to change the Service Mode to Day or Night or Auto
Or
Press VIEW if you want to view the details for the Service Mode
Or
Press NEXT.
8. The session ends when the Service Modes for all skillsets has been displayed.

 

[yankblan]

Night mode of CC, first step "disconnect" means the CC won't answer; if your night ring service is directed at VM DN, say 500, and your CCR tree is programmed in Greeting Table 1, then said CCR tree will answer your calls.

 

[Wallysworld]

snowman50 : Thank you... I'm speechless... in all of your explanation was the answer I was looking for.

Thanks also to you yankblan for your responses, I appreciate them, and will use that routing in the future.

Wally