CICS: Add Extension the Goes to External Number

[needlesmcgirk]

Ok, so my company is going to outsource an answering service for after hours support. What we would like to do is have the greeting indicate to the customer to dial an extension which will direct them to the external number of our answering service.

I just need to understand how to add this extension into our system. Any help regarding this issue would be greatly appreciated.

 

[notme11]

all you need is to build a path in you voice mails CCR.
when the AA answers the client will hear press X. and you will make that path an external transfer to the answering service number.

 

[needlesmcgirk]

Right. I guess the issue I'm having though is how I can build a new path without messing up what is already configured.

I go to f983/othr/ccr/admin and enter "1" for the CCR tree (I'm guessing this is the only one set up) and I'm afraid to hit "Build" as I don't want to mess up the current tree.

From what I've read you need to disable the tree first before changing it so I guess I need to do this after hours.

Is there a way to just look at the current tree to see how it is set up?

 

[curlycord]

Other options...
-List the phone number in your after hours greeting for them to call
-Get call forwarding on your lines from the carrier and forward the lines each night.
-Setup call forward External at reception set to the answer service (4.1 software and up required).
-Use Line redirect option each night (volume not great on these last 2 options, goes for ricoa01's advice also).

For ricoa01's advice you would use say Path 1 in CCR Tree.
When people press 1 it then forwards...use dialing string such as #XXX-XXX-XXXX

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curlycord

http://www.curlycord.com

 

[fireeater]

if you are going into ccr tree 1 and it says build then it is not being used yet

HALLOWED ARE THE ORI

mike

http://www.ics-on.ca

 

[needlesmcgirk]

Well We want to keep it pretty professional, so we would like the extension option to work, unfortunately I'm just not adept enough with this platform to understand all of this.

We will have the AA service to work as normal now with "enter xx for sales, enter xx for support" during the morning, but after 5 we will use a separate greeting where we would first like to indicate to the customer that it is after hours, and then give them the option of entering an extension to direct them to the answering service.

So I guess what I really need to understand is how to add an extension in general. All the documentation I have come across has not really helped me understand. I understand that I need to build these paths in the CCR tree, but I don't really know how to do that and I don't want to mess up what is already in place.

Thanks again for all of your help.

 

[needlesmcgirk]

Maybe this issue is as easy as going into System Programming and adding an extension with the external number I want it to dial to? Any help will be greatly appreciated.

 

[RikRodgers]

Curly's given you the best options.

You could wire out a seprate extension, and forward that to your ans service, as you're suggesting, if you've got an extra telephone set lying around, but the best option (to limit line volume loss) is forwarding on your CO's.

 

[curlycord]

Post your verion software of the CICS and same for voice mail.


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curlycord

http://www.curlycord.com

 

[needlesmcgirk]

CICS 7.1, CallPilot 3.1.

 

[RikRodgers]

With external message notification, and outbound transfer, you've got the tools to be your own answering service.

 

[needlesmcgirk]

I guess I just don't know how to implement those items. Right now I'm thinking the only option we have with this idea is to set up another phone and have it always set to forward to the answering service. Then with the evening greeting we will indicate the extension of this phone.

If there is a better way to do this I would love to know how and to be pointed in the right direction of the item to look up to figure it out. Again, thanks for all of your help.

 

[RikRodgers]

You might want to get a tech involved on site at this point. If you're sure about the configuration you want, you'll have to cross connect an extension to a jack, and program the forwarding accordingly, then rerecord the night greeting to match.

Without a punch tool, getting past that first step might be kind of tough.

 

[needlesmcgirk]

Ok, so I think I understand that this is not going to work with the way I have things set up. Maybe you guys can confirm this:

The only way to forward a call to an external number is to use Line Redirection. Line Redirection does not work by simply entering in an extension number, it just takes the entire line that is dialed and redirects this. So this circumvents the greeting and extension numbers.

So are there any options here that will work without cross connecting an extension to a jack? Is there a way to set up a schedule so that after 5:00PM, etc. all the lines just redirect to the call center without having to set it manually every time?

 

[curlycord]

No line redirection is not the only way.
ricoa01 gave you your first option and what sounds like what you need, I gave you 4 other options.

Go with ricoa01's advice and use CCR and setup a Patch to call an external number, if you use say Path 5 then setup a night greeting that mentions for callers to press 5 for after hours.
I also mention the setup and dial string in my first post.

Have you thought to call a vendor in to program this for you?





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curlycord

http://www.curlycord.com

 

[RikRodgers]

For your sake, a qualified tech on site can explain all options to all parties involved, and offer, and immediately implement, the best solution.

Sometimes, it isn't knowing the perfect answer that makes you good at your job, it's knowing who to call.