Dial Extension Directly in Auto Attendant 3

[sbelnick]

I have an Definity PBX with Intuity Audix voicemail. We have a T1 connected to it with 23 lines. The way our system is setup now requies the user to press "1" before they can dial the extension. Our phone vendor says this is the only way to do it using the PBX as the auto attendant. The problem with using the Audix is that there are only 4 ports and if more than 4 people have called at once or are in the menus then people cannot get through.

Is this all true and is there any other way around this other than more ports? I can't believe that the PBX itself has to require you to press an selection before dialing the extension.

Thanks in advance.

 

[orypecos]

On the autoattd you can put 'e' in for the extension of the 3rd page next to the button that starts with your your extension range. That is what is problably on your 'nested attdt.
But that won't solve your problem. Type in you pbx command line 'display system cust' and see if you have 'vectors'. If you do make your autoatdt in your vectors. If you don't have vectors, buy them or buy rights to more ports in the Intuity.

Da-vi'do
P.S. For the best response to a question, read FAQ222-2244. Also give the type & version of your voice mail & pbx & preview your post to make sure it is complete & understandable. Please answer all questions so that I may have the info to assist you. Leaving a post on how you fixed the problem will also be appreciated.

 

[sbelnick]

Hi. I do have vectors enabled and the auto attendent is created in a vector.

 

[orypecos]

So you want the caller to be able to select any extension within the pbx directly from the first vector that they reach when they call from the outside?
Is the call going thru attd vectoring, or you using attdt vectoring in the pbx?

 

[orypecos]

Post your current vector in this forum.

 

[orypecos]

1. wait-time 2 seconds ringback
2. collect 4 digits after announcement 4004 (You have reached our
company. Please dial a 4-digit extension or wait for the
attendant.)
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop

 

[sbelnick]

Thanks. This is the first vector....

01 wait-time 2 secs hearing ringback
02 collect 1 digits after announcement 4300
03 route-to number 4901 with cov y if digit = 1
04 route-to number 4902 with cov y if digit = 2
05 route-to number 4903 with cov y if digit = 3
06 route-to number 4906 with cov y if digit = 4
07 route-to number 4905 with cov y if digit = 5
08 route-to number 4905 with cov y if digit = 0
09 wait-time 10 secs hearing silence
10 route-to number 4905 with cov n if unconditionally
11 stop


Then the one for the extensions is this one:
01 wait-time 0 secs hearing silence
02
03 collect 4 digits after announcement 4303
04 route-to digits with coverage y
05 goto step 9 if time-of-day is all 18:00 to all 08:00
06 goto step 9 if time-of-day is fri 17:00 to mon 08:00
07 route-to number 4901 with cov y if unconditionally
08 stop
09 route-to number 4600 with cov y if unconditionally
10 stop

 

[orypecos]

I'm thinking that if you have the 'extensions vector' as the first one and have the annoucement say to dial the original vdn for the first vector if they need to get to the list, and have the annoucement give that 4 digit vdn extension.And also to dial the extension of the person they want to get alteraternaly.
What is the first vectors' purpose, does it send calls to different groups?

 

[surplus]

You stated; "The way our system is setup now requies the user to press "1" before they can dial the extension. Our phone vendor says this is the only way to do it using the PBX as the auto attendant."


If you look at the logical order of the vector processing, the vector is looking for 1 digit to process, so there is not a way to process what you are doing without using two vectors that break it down to somewhere that is prompting for a 3 or 4 digit extension, hence the 2nd vector. Audix has that special feature wherein you can use an extension on the menu, however, I'm not aware of that type of digit processing in any type of vectoring.

I would have to side with your vendor on this one.

 

[Duaneness]

How about changing it to collect four digits, and adding announcement 4301 to start with "if you know your party's extension, please enter it now." Then goto step 15 if digits > 999. The next step would continue with collecting one digit and routing to the other numbers:

01 wait-time 2 secs hearing ringback
02 collect 4 digits after announcement 4301 ("If you know your party's extension, enter it now")
03 goto step 15 if Digits > 999
04 Collect 1 digits after announcement 4300
04 route-to number 4901 with cov y if digit = 1
05 route-to number 4902 with cov y if digit = 2
06 route-to number 4903 with cov y if digit = 3
07 route-to number 4906 with cov y if digit = 4
08 route-to number 4905 with cov y if digit = 5
09 route-to number 4905 with cov y if digit = 0
10 wait-time 10 secs hearing silence
11 route-to number 4905 with cov n if unconditionally
12 stop
13
14
15 route-to digits with cov y if unconditionally

You might have to adjust the time-out to a lower value if they don't enter any digits.

Any thoughts?

- Duaneness

 

[surplus]

I like it and it works. I changed the vectoring timeout to 4 seconds on the change sys feat page because of the delay in processing just 1 digit and it works like a charm.

 

[sbelnick]

Wow, that sounds excellent. Now, is there an easy way to make a copy of the vector so I can test it?

 

[sbelnick]

The only caveat I can think of is that if someone calls in and presses say "2" right as the menu starts. I'm taking that if they press 2 during announcement 4301 it will just zero out?

 

[Duaneness]

In my test, if enough digits aren't entered in the collect step, the vector just continues with the next step.

- Duaneness

 

[orypecos]

Is the vector set up so a hacker can't enter 9011 and make a International call with ARS?

 

[sbelnick]

Yep, thanks for the check

 

[orypecos]

Vector hacking is one of the most popular toll fraud problems, with voice mail ports being the second method. Always dial into the vectors and voice mail and try your best to dial 9 and get a outside line. Also have a unknown person dial into the operators and tell then they want to be transfered to extension 9000

 

[sbelnick]

Duaness,

I tried creating your vector. The problem that I run into is that it waits too long between the two announcements. It waits 10 seconds. I tried changing the wait-time but it didnt work.

 

[SF0751]

Check your announcement to make sure that you don't have any dead air at the beginning or end of the announcements.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[sbelnick]

Nope, no dead noise. The announcement is only 8 seconds and it plays it and then waits 10 seconds...Here is what I have

01 wait-time 2 secs hearing ringback
02 collect 4 digits after announcement 4351
03
04 goto step 12 if digits > 999
05 collect 1 digits after announcement 4350
06 route-to number 4903 with cov y if digit = 3
07 route-to number 4904 with cov y if digit = 4
08 route-to number 4905 with cov y if digit = 5
09 wait-time 0 secs hearing silence
10 route-to number 4905 with cov n if unconditionally
11 stop
12 route-to digits with coverage y