CICS 4.2 AUTO ATTENDANT PROBLEM

[sscott1234]

i have a cics w/ 4.2 i have the auto attendant and ccr turned on. i am using recording 'a' with the announcement that states the operator is busy. my problem is i cant seem 2 close the business. i have the office is closed recording on 'b' but when i select closed a still plays. all other recordings are off. what am i missing?

scott
callmgtsys@aol.com

 

[mroberts]

This following is my cheat sheet when I program CICS AA/ System answer.

CICS System Answer and CCR Programming

Get into phone system programming.

Under System Programming go to Auto Attendant – Show
Auto Attend: Off (On) – Change to On – Next
Attd Set: 221 – (this should be set to whatever ext is the receptionist ext) – Next
Language- Next
System Answer – Show
After: 3 rings – Change to however many rings you want it to wait before answering – Next
Fax Switch – OFF – Next
--End of list—

Header
System Answer – Next
CCR – Show
After: 3 rings – Change to match the amount of rings above. – Next
CCR lines – Show
Line: ___ - Enter line number
L001: Answer: Yes – Change to reflect which line numbers you want to have answered by the system.
When all lines are programmed as you wish, then press Header
CCR Lines – Next
CCR Groups – Show
Show group: ___ - Next
CCR grp 1 – Show
Show DN: ___ - Enter ext number you want to include in this group
XXX: Unassigned – Change to assigned. Once all exts you want in the group are assigned then hit Header.
CCR grp 1 – choose Next to go to the next group & assign other extensions etc. When finished press Header.
CCR Groups – Next
Fax Switch – Off – Next
-End of list- Hang up.

The greetings are as follows:
Greeting A: (customer recorded) Thank you for calling ABC Company.
Greeting B: (customer recorded) Our offices are currently closed. Our normal business hours are M-F 8-5.
Greeting C: (customer recorded) If you know your party’s ext, you may dial it at any time. For customer service press, 1 or hold for an operator.
Greeting D: (pre-recorded) All of our operators are busy.
Greeting E: (pre-recorded) If you know the ext you want and are using a touch tone phone, please dial it now.
Greeting F: (pre-recorded) or hold the line and your call will be answered as soon as possible.
Greeting G: (pre-recorded) Thank you for calling.

To record the customer recorded greetings A, B, C
Feature * 833
Password: 23646
Auto att grtngs – Show
Grtng A Mode: User - Show
Greeting A: User - Rec (Thank you for calling ABC Company) Press OK.
Grtng A Mode: User – Next
Grtg B Mode: User – Rec (Our offices are currently closed. Our normal business hours are M-F 8-5.) Press OK.
Grtng B Mode: User - Next
Grtng C Mode: User - Show
Greeting C: User - Rec (If you know your party’s ext, you may dial it at any time. For customer service press, 1 or hold for an operator.) Press OK. Next
Grtng D Mode: Sys - Chng to Off if you do not want to use it. – Next
Grtng E Mode: Sys - Chng to Off if you do not want to use it. – Next
Grtng F Mode: Sys - Chng to Off if you do not want to use it. – Next
Grtng G Mode: Sys - Chng to Off if you do not want to use it. – Next
Auto Attd grtngs – Next

CCR tree – Show
Dial 0: Attendant – Pressing change will rotate between the CCR groups, None or Attendant. – Next
Dial 1: None – Change to whatever group you want to have the call transferred to when the caller presses 1. – Next.
Dial 2: None – Change to whatever group you want to have the call transferred to when the caller presses 2. – Next
Dial 3: None – keep going until you have all the single digit dialing you want set up.
Dial *: this can be set to Repeat the menu again.

Feature *831 turns System Answer off and on.
Feature *832 (Password: 23646) turns CCR Off, Bus. Open, Bus. Closed.

The following is the order the greetings are played in different scenarios. All greetings are set to User or System in the examples. Any greeting can be set to off and will be dropped from the rotation.

1. System Answer On ; CCR set to Bus. Open
Greeting A, Greeting C, Greeting E, Greeting F, Pause, Att. Set rings (the number of rings system answer is set to then Greeting D, Greeting E, Greeting F, Pause, call goes on hold on all sets with the line appearing.

2. System Answer On or Off ; CCR set to Bus. Closed
Greeting A, Greeting B, Greeting E, Pause, Greeting A, Greeting E, Pause, Greeting G, Disconnect from system.

3. System Answer Off; CCR set to Bus. Open
Greeting A, Greeting C, Greeting E, Greeting F, Pause, Rings the Att. Set (set will ring until transfer call back takes place then all sets with the line appear and ring will begin to ring)

4. System Answer On; CCR Off
Greeting A, Greeting D, Greeting E, Greeting F, Pause, Line goes on hold on all sets that has the line appearing.








MRoberts
mroberts@americaii.com

http://www.a1teletronics.com