Front-End-Message (FEM) how-to??

[papapoon]

Hi,

We experienced an issue today where our datacenter was having issues which resulted in a very big overflow of phone calls into the queue.
We wanted to put in a Front End Message explaining that the call volume is higher than normal as we are having issues.

How Can I accomplish this using IP Office v500 version 7

I know I can create an out of service huntgroup and redirect to my huntgroup via shortcodes but I have over 10 huntgroups as we server multiple different customers and we do white label support.

What would be the easiest way to get this accomplished so that I set this up once and I can enable it when I want and re-record easily?


Thanks all
-P

 

[hairlessupportmonkey]

Do you have voicemail pro?

ACSS - SME
General Geek

 

[papapoon]

Oh yes Sorry we do have VMPRO

 

[gmpotu]

You could setup a "user variable" in vmail pro with a conditional test and then in your call flow have a genenric entry that just goes to your recorded message of we are experiencing high call volume.
Then you can just turn it on and off as needed and you'll have it for future use.

ex.

 

[papapoon]

Seems simple but how would I turn it on or off?

Via a shortcode?
I would need to turn this on a per huntgroup basis? THerefore requiring multiple shortcodes??

 

[amriddle01]

By using the user variable, yes you use a shortcode to dial into a menu where you press options to set the variable to an on/off status (you need to creat the menu)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[amriddle01]

Or just 2 codes to 2 different modules, 1 On and 1 Off


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[papapoon]

alright let me see what I can do with this and report back here.

Need to figure out how to tie a menu into a shortcode first

Love this stuff but I am new at this

 

[gmpotu]

In the top portion of Vmail pro you can drill down to short codes and add a node.
Then in the Manager you setup a shortcode (in my case *83) where Feature = Voicemail Node, Telephone = the node name without quotes (COR_Rec*83)

In my example below I dial shortcode *83 then I have a recorded message that says
Press 1 to edit the main message,
press 2 to edit the holiday message,
press 3 to turn On the holiday Message (sets user variable Holiday to TRUE),
press 4 to turn On the holiday Message (sets user variable Holiday to FALSE)

If you play around with it some you should be able to figure it out then it's just a matter of setting up the test variable in front of your call flow.
Hope that helps. If you are looking to have individual toggles for each of the 10 sites where 1 site is on but others are off then you'd need a bit more work put into it but you could still have one shortcode menu to access all of the variable you'd just need a variable for each site.

There may be a better way to do what you're trying to do but that's how I'd do it.

 

[papapoon]

Actually your way sounds great. Usually when we have a datacenter issue, it affects all of our huntgroups and the purpose of the FEM is exactly that.

I see the need for individual, I may set it up that way as in the future if we would like to do something specific, we have that option.

Thanks again for the thorough posts

 

[mattKnight]

Couple of bits just to be aware of...
If you are truely swamped - make sure you have enough VMPRO posts for people "entering" the queue to hear a message and for your queuing comfort messages (if you are using them)

Also, if your congestion is blocks all your trunks, then VM pro will not help you, as your line provider will be giving busy tone to all new calls.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.