delayed announcements setup 1

[lqqkn2]

Hello

I have a question on how to setup delayed announcements. Here is our current configuration. Magix R4 w/ Messaging R4, 12-port. Our system is in “key” mode, we have 1 operator (ext. 10), using (1) AA. Our AA is setup for delayed, and picks up after 4 rings – Standard Group 7929 that overflows to group 771, covered by 30.

Here is what we would like to do: Once the AA picks up the call – the caller is prompted by our greeting, and currently has the option to transfer to an extension, our press 3 to here a announcement containing our hours, if no selection is made the call is transferred to ext. 10.

If no one picks up ext. 10, we would like the caller to hear a message saying all operators our currently busy, if you would like to continue to hold please press (number), or leave a message and someone will return your call.

If the caller chooses to continue to hold, then play an announcement every 30 to 45 seconds giving the caller the option to leave a message, or when ext. 10 is available, transfer the first caller to the operator.

Can this scenario be programmed? If so, how would we program, thank you.

 

[merlinman]

OK, there are several things you must program, but Lucky You, you have the perfect set of Hardware and Firmware to make it work.

The R4 version of the Magix, coupled with the R4 version of the MESSAGING can do all you are trying to accomplish.

It's just gonna' take a little doin'

I must question your statement, "7929 overflows to ....771".

Isn't it the other way around?

Either way, you are almost there with what you are trying to do.

OK, again considering I think you are backwards in which group flows to where, let's do it GENERICALLY.

I think, but I am not sure, The lines ring on extension 10, with delayed ring to Group A.

An Auto Attendant is assigned to GROUP A, along with all the lines.

Group A is set to overflow to GROUP B after a period of time.

Thus, the calls ring at 10, until they overflow to Group B.

Group B realizes that GROUP A has overflowed to it, and PLAYS THE AA Greeting.

Now here's where it gets a bit tricky.

Instead of your DIAL ZERO TIME OUT (the way you have it now) Going to 10, it must go to ANOTHER CALLING GROUP. (Let's say 773)

Assign what ever extensions you want to answer 773 as agents in that group.

BUT, you must also set up some type of external ringer or strobe or chime or something so they will know 773 is ringing .

Now you can have 773 set to do the DELAY ANNOUNCE thing, (Programming is partly in the Magix and partly in the messaging).

Let me know if this suits you needs.

 

[tdaugirdas]

I don't believe the 12-port version of Magix Messaging can be configured for DAS and voice mail operation. You would need top drop down to a 10-port card.

The manual says:

12-port card can be configured for No ports DAS and 12 ports voice (ports 1–12)
or
12 ports voice or DAS (ports 1–12).

The 10-port license card - on the other hand, can be configured as:

10-port card = 2 ports DAS (ports 11–12) and 10 ports voice (ports 1–10)
or
2 ports DAS (ports 11–12) and 10 ports voice or DAS (ports 1–10)



Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Well Tom,

I am not sure where you came up with that, BECAUSE:

Acording to the Merlin Messaging Release 3.0 System Managers Quick Reference, FOOTNOTE 3, page 16:

3 When a MERLIN Messaging System Release 2.5 or later is installed in a MERLIN MAGIX
Integrated System Release 2.0 or later with any port card (2-, 4-, 6-, 8-, 10-, or 12-port card), it
includes all voice messaging services (AAS, CAS, and VMS) and Delay Announcement Service
(DAS). [/color blue]

 

[tdaugirdas]

Merlinman: Yes - the statement you quoted is true. But, with a 12-port card your option is ONLY all 12 ports dedicated to voice mail OR all ports dedeicated to DAS. There is no option to split voice and DAS - as there is with all of the smaller port cards. At least - that is what the manual says. I have never, however, personally checked out that limitation. The DAS/Voice mail split per license port card type is described in later sections of the same manual.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Well, I thought I wans't crazy, so I double checked with one of my other retired Avaya/Legend Pre-Sales Engineers, and she confirmed you can use any combination of Announce & Voice Mail in a 12 Port Card.

 

[tdaugirdas]

Merlinman - that's good to know! The Quick Reference Guide is obviously wrong.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[lqqkn2]

Sorry about that, you are correct 771 flows into 7929, I will hopefully have time this aftertoon to try this programming, I am not a phone expert and this system was thrown in my lap by my boss. I have downloaded all the manuals from Avaya and appreciate all of your help.

Management made a change to the AA and would like this senerio: Thank you for calling (company name). If you know the extension of the person you wish to reach, you may dial it at any time. Otherwise, please choose from one of the following options. To hear our store and office hours, press 3. For driving directions to our location, press 4. To continue holding for the next available representative, press 5. To leave a message and have your call returned, please press 0.

I know how to handle options 3 and 4. option 5 would be the delayed annoucement. Would we still use the above method, and with this configuration - would we still need an external device to signal ringing or could we program a button on the 44xx series phone.

Thank you for all your help