Call Pilot 100 and ACD/AA question-

[Norstarguy]

I've got a customer that I installed a CP100 with ACD to answer a 6 line hunt group. It is set up for the ACD to answer the lines and drop calls into the que.

The customer is wanting the ability to have direct extension transfer during the first recorded announcement. I know I can set up the lines to be answered by the AA instead (then setup the ACD as the attendant extension, which means it would transfer to the que after playing the announcement) however if I do this a canned message plays after the customer recorded announcement instructing the caller "If you are calling from a touchtone phone, press one now, all other calls please hold and you will be transferred".

If the caller presses one as instructed, the auto attendant instructs them to "enter the extension number of the person you are trying to reach, or press zero for an attendant". If you do not do one of these options, it disconnects the call.

Is there a way to prevent this canned recording from playing? I went in and enabled "custom AA" but the recording still plays. Could find no way to cut it off in setup, and this guy is driving me nuts because he doesn't have the ability to do direct transfers from the prompt. Any ideas??

Thx-

NG

 

[Arr]

NG,
Deactivate your 'touch tone gate' and you'll be fine. Sorry that at the moment I can't tell you where in the GUI it is ... but that's the thing you are dealing with.

PhM

 

[Arr]

NG,
In the GUI, AA, General Properties.. set drop down box to 'None'.

PhM

 

[Norstarguy]

Thx! I actually was just digging thru the manual and found it right before you posted where the gui was.

This is exactly the problem. I wonder why they've got this enabled by default???