Call flow possible on Embedded? 3

[dsm600rr]

So I have a customer with embedded voicemail and their current call flows follow a time profile with a Night Service Destination of the main HG to AA_Night

I have also programmed a "Night Override" button that forwards to a "Night Override" group so that calls can still come in after hours, so that pretty much ties up the Fallbacks for the group.

They are requesting two separate call flows that can be activated with a button for "Tax Season" and "Non Tax Season" delayed auto attendant greetings. Is this possible?

With VM Pro this would be no issue...



ACSS

 

[Westi]

you can create a HG and in it a user that forwards to one of the 2 AA's, then set this as the target for the incoming call route.
The OOS target of that group would be a second group with a user forwarding to the other AA.

Then all you do is create a button that lights up when the HG is OOS and you can switch between the 2 attendants.



Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

 

[derfloh]

You can set the AA short code as NS or OOS destination.

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

 

[Westi]

Star for derfloh
I am feeling old, doing things the old way sometimes rather than the new way that is easier.

Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

 

[dsm600rr]

derfloh: Under the Auto Attendant itself?

Can you elaborate a bit on the programming?

They currently have the "Night Service" going to the Night AA Following a Time Profile and the "Out of Service" for a Time profile override "Open Late"

ACSS

 

[dsm600rr]

I will try and explain the situation a bit better to see if what they want is even possible.

Normal Day Auto Attendant:

Calls come in to 300-Main, ring the phones 4 times and then overflow to the Normal Day Auto Attendant.

These calls follow a "Normal Hours" Time Profile. Outside of the normal hours, the call goes to a Standard Night Auto Attendant (Night Service Destination).

Tax Season Day Auto Attendant:

Calls come in to 301-Tax Season, ring the phones 4 times and then overflow to the Tax Season Day Auto Attendant.

These calls follow a "Tax Season" Time Profile. Outside of the normal hours, the call goes to the same standard Night Auto Attendant (Night Service Destination).

The Tax Season Call Flow is activated with a Out of Service Destination button on the 300-Main Hunt Group to 301-Tax Season

Should they be in the office outside of either time profile, they would like an "Open Late" button to override.


What I cannot figure out how to do is override both time profiles should they need to be open later than the Time Profile Specifies.





ACSS

 

[dsm600rr]

I just realized this does not work either, when testing.

When the call follows the Out Of Service Destination from the Main Hunt Group, 300-Main to its Out of Service Destination of 301-Tax Season and I set the time profile to be closed for the Tax Season Call flows, the call does not follow to the Night AA - rather it rings once and pulls back to the 300-Main HG Mailbox.

ACSS

 

[TouchToneTommy]

I had to think back to a configuration I ran across, and had to work through the call flow to figure this out.

Hunt Group 300 Main
Controlled by Normal Hours time profile, Night Service Destination=698 Night AA, OOS Destinaton=301 Tax Season
Overflow after 20 seconds to 699-Day AA

Hunt Group 301 Tax Season
You didn't specify, but probably a time profile for tax season with NS destination 698-Night AA and 20 second overflow to 699-Day AA

Hunt Group 302 Open Late - no time profile, to NS or OOS groups, whatever overflow to AA (or not)

Hunt Group 400 Route Calls
Controlled by Night Always time profile, Night Service Destination=300 Main, OOS Destination=302 Open Late

Hunt Group 698 Night AA

Hunt Group 699 Day AA (like Westi, I still do my AA transfers via group with user forwarded to shortcode)

Time Profiles:
Night Always - 12:00 AM to 12:01 AM Sunday to Saturday
Normal Hours - 8:00 AM to 5:00 PM Monday to Friday


-- Incoming call route goes to 400-Route Calls
-- 400-Route Calls is controlled by the "Night Always" time profile, so it is really only In Service from Midnight to 12:01 AM every day, thus the call goes to 300 Main.
-- 300-Main is In Service during "Normal Hours" time profile, rings the phones, overflows to the Day AA after 4 rings. Night AA is the automatic Night Service destination. If you put it Out of Service, calls go to 301-Tax Season instead
-- If you put 400-Route Calls Out of Service, the call doesn't go to 300 or 301, it goes to 302-Open Late, even if you have set 300 to Out of Service

 

[dsm600rr]

TouchToneTommy: Appreciate it! I will give the call flow a go on Monday.

ACSS

 

[dsm600rr]

@TouchToneTommy

What I am finding is when I update the Time Profiles to be closed for today, and call 400-Route Calls I get a busy signal. However If I call the groups directly "300-Main" / "301-Tax Season"

ACSS

 

[dsm600rr]

@TouchToneTommy: Thoughts? This is the one thing that you would thing would be working hah.

ACSS

 

[dsm600rr]

All,

Doing some testing I am not sure this will work.

Normal call flows within the time profile work correctly.

When the "Tax Season" button is pressed, calls flow correctly during Normal Business Hours.

"Open Late" Button works outside of normal business hours.

If I call the "Route Calls" Group outside of the Time Profile, I get "Number Busy 400"

If I call the Groups Directly "300-Main" or "301-Tax Season" I get the Night Auto Attendant.

Its almost as if the system does not like the routing from "400-Route Calls" Fallback to "300-Main" and then another Fallback to "AA:AA_Night"

ACSS