Changing System Greeting for Night AA

[Nitride311]

This seems like a dumb question, but I am bewildered. We have a main line 9200 that the receptionist answers when she can. When she can't or puts her phone on "Busy", it goes to the covering extension 9287 our night AA. However, here is our problem - when this happens we have a personalized greeting that someone made years ago that we cannot seem to change.

I have deleted all the voicemail greetings under extension 9287 so it is forced to use the system greeting (apparently this personalized greeting is a system greeting). I have deleted extension 9287 and have recreated it, therefore I am supposing it has nothing to do with extension 9287.

Maybe it's because I don't fully understand how the "busy" button works, but I figured every personal recording made on the system has to be done through an extension.

Am I missing something or is the problem much more complex than it looks - please help!

 

[1a22ip]

Check to see if the Main listed number 9200 has a voice mailbox. This could be where the recording is hiding.

Worth the check.

Hope this helps

ED

1a2 to ip I seen it all

 

[Nitride311]

Thanks Ed. I already checked that one - the voicemail hadn't been setup on it even. To be safe, I deleted and recreated that one as well.

 

[leftyx]

I'd try to do a "List Trace Station XXXX" and see where the call is going. Could be going to a number of things.

 

[bleebrant]

What type of voicemail system are you using. If it's an audix/intuity type there may be auto-attendant routing set up on the voicemail system - when 9287 comes in it can be routed to different mailboxes based on business and holiday hours.

 

[Nitride311]

We do have audix. 9287 is an auto-attendant that automatically rolls to our general mailbox 9288, if the caller doesn't pick an option. I have also changed the greeting in this mailbox, deleted it, and re-created that one.

@leftyx - no idea how to do a List Trace. How would I go about doing that?

 

[Phoneguy7]

Are you maybe using vector's and the recording is actually in the CM

 

[leftyx]

At your ext (for example 9802) in the Avaya type this in "List trace station 9802" Then pick up that ext (9802) and dial 9200. The Avaya will show you the steps the PBX goes through and can give you clues to where the "Greeting" is actually firing from.

Then try the same thing but dial 9287 instead.

 

[Nitride311]

Leftyx,

Thank you for your posts! I didn't do a list trace, however I did do a listing of all subscribers and find the correct extension. All our extensions are 92XX, somehow, someone made this one 9772 - completely off the wall!

But thank you, you put the idea of listing in my head. Problem solved!