Embedded VM: Time profile/night attendent question

[cjt20one]

Hi all, having a bit of an issue trying to get a client's night AA working properly. I'm not too familiar with Embedded VM. Here's the basic rundown...

1. IP500 with Embedded VM
2. 7am-5pm they want incoming calls to ring five times before going to the AA (which is set up properly and working)
3. 5pm-7am they want incoming calls to go directly into the AA, no rings. (where I'm having the issue)

So all calls go to the same AA, just during office hours it rings five times and after-hours it should go directly to the AA. There are two separate hunt groups, one for AADay and one for AANight. One thing I noticed is that the VM answer time is 45 for AANight and 15 for AADay, which seems odd to me.

There are time profiles set up but the only thing I've gotten to work is reversed (rings at night, goes straight to AA during the day).

Also, someone else initially configured this IPO and there are four time profiles in the system right now:

1. Workday (M-F 7a-5p)
2. Night (M-F 7p-5a)
3. Off Hrs (M-F 12a-7a)
4. Weekend (Sa-Su 12a-11:59p)

I'm not sure why #3 and #4 exist, could these duplicates be causing the issue? Any other ideas? Thanks in advance.

 

[amriddle01]

Time profile 2 is wrong for starters, it cannot span two days it needs to go from 1900-2359 and then 0000-0459

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[amriddle01]

You need to set the main incoming call route to follow the second time profile once you have corrected as I mentioned and then in the fallback tab in incoming call route point that directly to the AA

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[cjt20one]

I did notice that after typing it out. The Off Hrs Time Profile does look correct, there are multiple occurrences:

1: 12am - 7am M-F
2: 5pm - 11:59pm M-F
3: 12am - 11:59pm Sat-Sun

I noticed in the AA tab that there is no time profile assigned in the drop down menu for either the night or day AA.

 

[amriddle01]

In that case do what I said in my second post then re-test

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[cjt20one]

In the incoming call route, I can't change the time profile for the first line, it's locked in at Default Value. So should I just use the second line to select the Time Profile?

I attached a screen cap.

 

[Telecomboy]

The first one is always the default. This is where the call goes if it doesn't meet the criteria of the other time profiles created.

 

[cjt20one]

Ok, that makes sense. For the 2nd criteria why should the AA be the fallback extension? Also, what would the primary destination be?

I tried this config (see attached) and got a busy signal. I edited the OffHours time profile so it's currently active. Checked in System Status for the live call data

 

[amriddle01]

· Time Profile
This column is used to specify the time profiles used by the incoming call routes. The entry displays a drop-down list of existing time profiles from which a selection can be made. To remove an existing entry, select it by clicking on the button on the left of the row, then right-click on the row and select Delete.

· Default Value
This entry is fixed and is used if no match to a time profile below occurs.

· Destination: Default = Blank
Select the destination for the call from the drop-down list box which contains all available extensions, users, groups, RAS services and voicemail. System short codes and dialing numbers can be entered manually. Once the incoming call is matched the call is passed to that destination.

· Drop-Down List Options
The following options appear in the drop-down in the following order:

· Voicemail allows remote mailbox access with Embedded Voicemail, Voicemail Lite or Voicemail Pro. Callers are asked to enter the extension ID of the mailbox required and then the mailbox access code.

· User Names.

· Hunt Groups Names.

· AA:Name directs calls to an Embedded Voicemail auto-attendant services.

· Manually Entered Options
The following options can be entered manually into the field.

· VM:Name Directs calls to the matching start point in Voicemail Pro.

· A . matches the Incoming Number field. This can be used even when X wildcards are being used in the Incoming Number field.

· A # matches all X wildcards in the Incoming Number field. For example, if the Incoming Number was -91XXXXXXXXXXX, the Destination would be XXXXXXXXXXX.

· Text and number strings entered here are passed through to system short codes, for example to direct calls into a conference. Note that not all short code features are supported.

· Fallback Extension: Default = Blank (No fallback)
Defines an alternate destination which should be used when the current destination, set in the Destination field cannot be obtained. For example if the primary destination is a hunt group returning busy and without queuing or voicemail.




ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[amriddle01]

So what you have is correct and should be working

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[cjt20one]

Apparently the issue may be that calls are coming in through an H323 trunk group and configuring this through an incoming call route will not help.

 

[amriddle01]

That would have been usefull information from the offset

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[cjt20one]

You're telling me. I was just told that myself after your instructions did not work. Gotta love when you get stuff like this thrown in your lap and told to fix it, especially since I'm not that familiar with IPO, then the higher ups leave out important details.

 

[amriddle01]

Is still posssible, you need to make the main huntgroup follow the 1st (Workday) profile and have a group as nightservice fallback set to sequential that contains a user forwarded to the attendant (don't forget to tick huntgroup calls)

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[tlpeter]

Incoming call route does not work with iptrunks
Shortcodes are the way to go but you know it now




ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

Don't forget for testing that the time profile works the other way round for groups, the alternate destination is used outside the designated hours unlike call routes where the alternate destination is used withtin the designated hours

ACS - IP Office Implement

"What the Crocodile Hat....was that?