Custom Call Routing Nightmares 1

[steamngn]

Hi All,
Going nuts here trying to get a CCR tree working. I have recorded all of my prompts, and added all of my sub-nodes. The CCR Tree directory says the tree is OK. If I try to test the tree by using Feature 986, it tells me the directory is invalid. If I try to accees it using feature 981, it asks me for a password. No matter what I put in it tells me it is invalid. What we would like to do is have a human answer the phone and be able to route a call into a CCR tree. We are using and MICS system with a Callpilot 150. Any ideas where I'm screwed up?(aside from the obvious)

 

[curlycord]

You cant test a tree with F986, you call into the system by dialing the number and wait for AA to answer.

F981 is to access a mailbox so it will ask for password.

 

[steamngn]

Hey Curlcord,
Thanks for the reply. I figured out the F986 thing, and was kind of afraid that AA had to answer in order for the tree to function. Is there a way to route a call INTO a CCR after the line is answered by a human, or will they only work if AA answers?

 

[steamngn]

On another note, can a hunt group be set up so that when it times out it forwards to a CCR tree? That would be a way to solve this... The owner is dead set on having a human answer the phone first (can't say that I blame him, but it is making this a pain in the butt), and then using call routing AFTER a human makes contact (E.T. phone home!).
If this can't be done with a CP150, is there other hardware that will allow this? Maybe BCM or something?
Andy

 

[bkrike]

You can manually put a call directly into a CCR tree.
You cannot have a hunt group time out directly to a CCR tree.

To manually transfer a call directly to a CCR tree:
-Press F986
-enter the tree number (1-8) followed by #
-hang up.

 

[steamngn]

#!! I forgot the stupid #!! Thank Bkrike, that was the first step. Now I just need to solve the Hunt group issue. I need to come up with a workaround so that when a call is transferred into a hunt group and no-one answers, that call gets picked up and transferred into a CCR tree that allows the caller to pick which mailbox they want to leave a message in. Any ideas? Also, it would be helpful if a general delivery mailbox for the department could broadcast a 'message waiting' to all the phones in the hunt group. I read the FAQS, but I'm still a bit foggy on this...
Andy

 

[steamngn]

Ok,
I tried this:
I programmed the CCR tree with a tranfer node that transfers to HG 707. When a call comes in, the operator tranfers the call into the CCR tree, and from here the caller selects the option to reach the hunt group. Problem is, when the hunt group times out, instead of switching to the assigned overflow line, it goes right back to the home node of the CCR tree. Am I missing something or will this not work either?

 

[jerryreeve]

a note on transfer to the CCR tree. If you also want the call answered by the AA then the CCR tree transfer to the ext of the vm and immediately hit release before VM has a chance to answer. this will drop you into the front end of the AA.

On the Hunt group question. what do you have assigned as the overflow number? the number of the VM? and is the if busy set to Queue?


----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[steamngn]

Hey jerryreeve,
I tried setting the overflow to an extension that could recieve VM. In this case we have 5 DN's in the HG:
229,230,238,239,241 in HG 707. The CCR tree is 1. The IFBUSY is OVERFLOW. What I am looking to do is this:
human answers the ringing line (there are 4 incoming), and transfers the call to the HG. If noone answers in the HG, then forward the call to CCR 1, allowing the caller to pick which mailbox to use. Since it doesn't seem that an HG can forward to CCR, another way would be to have the human answer, tranfer the call to CCR, and add a tranfer from the CCR to HG, and THEN into a single, no choice VM from there. Either way, I also need to set it up so that the genaral VM notifies a phone or all phones in the HG that there is mail waiting...
Thanks in advance for the help!
Andy

 

[jerryreeve]

you could go with the poor man's CCR by recording in the mailbox 707 "to leave a message for john please dial 229, for jim dial 230 for jane dial 238 etc" make sure that the overflow of HG 707 is the vm DN. I think you could use an info mailbox as 707 and not end up with messages hanging out there.

calls come in and are transfered to CCR
CCR transfers call to HG 707
No Answer on 707
HG Times out and sends call to VM
VM accepts call to Mbox 707
mbox 707 plays greet
dialed number 229 goes directly into mbox 229




----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[steamngn]

I think that scenario would be ok. I will set it up and try it. If the customer is in the Mbox 707 and dials 0 (or whatever the Callpilot is set for) will it bring the caller back to the operator? That would make this setup just fine...
Andy

 

[bkrike]

That is correct. If you are listening to a mbx greeting, you can enter in digits and it will go to that DN. Though this may not be true an info message.

I was looking back at your post regarding the hunt group routing back to the CCR. I was wondering if it might be the transfer callback timer- instead of timing out to the wrong place. But I cant remember if HG's follow the transfer callback timer rule.

Trnsfr callback is under sys programming/feature settings

 

[steamngn]

Ok,
Now I have HG707, and Mbox 707. The Callpilot is DN251, and I have HG707 overflow to DN251. Problem is, the general delivery Mbox picks up instead of Mbox 707. Mbox 707 is information, and the system won't let me use it as an overflow DN. I tried turning of general delivery Mbox in system config, but that didn't change it. What am I missing here, other than a day off?
Andy

 

[NARSBARS]

Overflow to an ATA that provides dial tone to a trunk port.
Set the trunk port to be answered by the ATA.
This is obviously limiting as you would need to have multiple ATAs for any serious amount of traffic.
Good luck.

NARSBARS

 

[jerryreeve]

OK I wasent susre about info mbox. have you tried it with a plain mailbox 707? assigned to tel 707

----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[steamngn]

Still no dice...
The hunt group will not allow programming overflow to 707 regardless of the mailbox type. I believe the overflow must be a valid DN (221-252) for this. I set up a new mailbox on an unused extension, and will let you know what results I get. You would there would be an easier way to do go from a hunt group into a menu for something like this. How do other companies handle this? If a help center has 4 employees, and AA has a menu to reach the help desk, doesn't it seem logical to go into HG and then if no one is available into a menu to either leave a message or go to the operator or a different extension? Or is it just me?
Andy

 

[bkrike]

Overflow to the VM DN, not the mailbox number

 

[powerflower]

bk got it...

your overflow should be the DN of the voice mail. If there is a mailbox built for the HG (DN of the MB would be the HG DN) that's where the caller will go. If there is no MB it'll go to the table associated with the line the caller is on. Caller will hear AA for that table. If there is a CCR associated with that table then the caller will hear the CCR.

M

http://www.telemarv.ca

 

[steamngn]

Ok,
I get it. I created a subscriber Mbox 707 for HG01 707, and initialized it. I set the overflow to DN 251, which is the callpilot. If I intercom HG707, the group rings ok, and after 15 seconds the General Delivery Mbox picks up instead of HG 707 Mbox. What's that all about? BTW I really appreciate all the help flowing my way!
Andy

 

[hawks]

In the 707 mailbox did you also tell it that it is extension 707?