Creation of TIme of Day Night Message in Meridian Mail

[Fieldhand]

Greetings Folks... need a refresher course because it has been many a moon since I've done this. I need to setup an After-hours Greeting/ Menu and call re-routing on a Meridian Mail.

I have a main number 330-263-1234 that is answered by a group of folks during business hours, that I would like to be routed to a Night Message with a menu for after-hour calls ONLY. The menu will allow the customer to hit a prompt or if timeout (for those last remaining rotary dial hold outs) to be rerouted to a off-site call center.

The main linchpin here is the call should not go through the menu during standard business hours.

 

[yyrkroon]

How is the main number terminating into the group of folks and how are the groups of folks configured today - need this info to provide a proper solution.

 

[Fieldhand]

The 1234 number is a Multi-Ring DN button appearance on 4 phones.

 

[yyrkroon]

A few ways to accomplish this...

One way, rebuild the users as ACD users, the 1234 main number will be the ACDN that the users will login into during working hours to take the calls. In MM, add 1234 to the VSDN table as a menu service. The con with this setup - your users will have to remember to login and logout to take calls...change in behavior. Any time the Q is logged out the menu will kick in regardless of time of day.

Another way, front end the call with MM and use TOD schedule in MM to route call to the folks on MCR keys. 1234 added to VSDN in MM as TOD. Built your TOD for day, night and holidy. Day - send call to MCR (new MCR DN on the phones), night - send call to your Menu service, holiday - whatever you want. The con with this setup - MCR key on phone will change. MM hiccup... - no calls to the group.

Least desirable way and leave everything as is today and just adding a MM menu service - on one of the MCR phone, make sure it's on key 0 and it's MARPed to that phone and make sure the person manning that phone remember to forward that phone to MM at the end of their shift and unforward at the beginning of their shift. Delete MB 1234 if it exist and recreate as Menu service. (can't remember if you can have mb and menu service with the same number - if you can, then it's one less step).

 

[Fieldhand]

Funny those are the ideas that I was thinking as well... And I started to settle on idea number 3, this way they have 100% control of when they want the message to run, in-case they work late or close up early.