Frustrated - General Mailbox vs. AA vs. CCR

[ControllerE]

Hi!
I'm running into trouble with my Nortel Norstar Flash and Module ICS 4.0 System.

We currently have no receptionist and want all calls to be routed through the CCR so callers can select their own path to reach someone. This has to happen without someone physically answering and directing their call.
I've got the Greeting Tables, Company Greeting, Auto-Attendant enabled on all lines for 1 ring, Mailboxes and CCR Tree all built and enabled.
Unfortunately, when someone calls, they're directed to the General Mailbox and told no operator is available instead of the Company Greeting and being sent through the Home Menu and the CCR. The phones rings at least five times before that happens.
Anyone know what I'm doing wrong?
I'd appreciate any help - I'm really struggling with this and it's taking more time than it should.

Thanks!

 

[fonegal]

Sounds like the operator position has been disabled but you need to check two things,
First access the operator code by dialing feature 982 and operator password and see if operator is available and set to answer lines? Second go in and check table settings and make sure dial attendant is set to main extension so when the press 0 it goes to that station.

 

[ControllerE]

Feature 982 (Operator Settings)
Atdt Avail: N
Business Open: Y
Answer Lines: Y
Atdt: Main Extension

Feature 983 (AA Settings)
TABLES
Grtg Table: 1
AA Menu Prompt: Y
Morning: 1, Afternoon: 2, Evening: 3, Non-business: 4 (these are all recorded)
Atdt: Main Extension
CCR Tree: 1 (this is built and enabled)
LINES
All 10 lines are set to AA answer at Rings: 1.
GRTG
All greetings are recorded and sound great (with my lovely voice )
Return to AA: N

 

[fonegal]

since it a MICS do you get your lines analog (lines 1-4)or are they coming in digital as in Target lines(lines 125 )on a t-1 card? Your description sounds like a problem with your line numbers.Co slot 4 is lines 1-4, slot 3 is 25-28,if you have expansions you may also have different line numbers.

 

[ControllerE]

That was a great idea - as soon as I read it I realized that we "PARK" calls on 101 and 102 so our lines must be one hundred series lines..
I just changed all line numbers from Line 1 to Line 150 to be AA Answered (at 0 or 1 ring) to make sure I catch everything, but when I called the main extension to test it, it's still ringing five times then going to the General Mailbox.

 

[fonegal]

as you indicated line 101 and 102 are actually park zone codes and not line #'s as you thought, you obviously have other situation going on as calling the main extension will almost always be forwarded to the general delivery mailbox instead of a personal mailbox since it is a destination of last resort. we still need to find out what your actual line #'s are that is where the fault is. Go to any phone other than the main extension and do a feature star zero and push the line buttons and write them down and repost

 

[curlycord]

Per Fonegal do you have normal POTs lines or T1/PRI?
First 8 lines are 001-004 then 025-028

Best to set to 2 Rings if Caller ID on system.
Make sure Voice Mail is on F983/Login and press 4 to check.
Under Lines make sure that its told to answer the correct Table.
Reboot the voice mail

Also log into F983, press 9 and post your software version.

Any reason no tech called in?






=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[norstarboy125]

Just a suggestion here but you should think about bringing in a professional for setting up applications like CCR trees and AA's if you're unsure of the proper procedures/settings . If you are a person that has to learn your telephone system then ask questions while the technician is there. In the end you will be saving your companies time and money.

Jeremy J. Carter
Charm City Communications
Avaya/Nortel
Sales. Service. Installation

http://www.charmcitycommunications.com

 

[ControllerE]

We did bring a technician in - one recommended by the phone company. He had a flat rate to set everything up and took a credit card deposit.
He came in for about four hours, answered a few user questions, said everything was set up as per my notes, walked me through a few things like the F983 and making mailbox changes, left me a "Cheat Sheet" for codes then tested the auto-answer which went to the General Mailbox (he said that was the NIGHT setting) and left quickly since it was about 7pm.
We realized the next morning when we opened that the phones weren't set up at all - all he did was change the displays to have the correct names and set up mailboxes.
He's not returning my calls or emails and I'm disputing the credit card charge.

The problem is that we just bought this office building and the phones came with it - we have no manuals, no service contract and no support staff. Our telephone provider doesn't offer support for this system and recommended someone else... that someone else was no good and we can't get a hold of him. :-( We have zero information about this phone system.

I just reset all the Lines to 2 rings and they all got to Greeting Table 1.
F983-4
Voicemail: Y
Dir Avail: Y
F983-9
N*Flash 2.0.10

Still goes to the General Mailbox.

 

[exsmogger]

It sounds like call forward-no answer and/or call forward-busy for the attendant extension is set to the voicemail extension. Turn off call forward-busy and increase the call forward-no answer rings to 4 or more for the attendant extension.

Brian Cox
Georgia Telephone

http://Georgia-Telephone.com

http://www.linkedin.com/in/briancox1952

 

[fonegal]

Controller E ,we are trying to help you out but please follow what we are asking, when you do feature *0 and press the lines on your phones what does the display say for the buttons which are labeled lines? Everything is contingent on the correct lines being setup in the aa lines settings. Remember that aa and mailboxes are two different functions.

 

[fonegal]

Controller E if you post what city you are in we may have someone on the forum who is local and could help you out

 

[ControllerE]

You guys are brilliant!
It was the lines - there was another Line 186 that was attached to the main extension. Everything works perfectly now.
Thank you all so much for your help.

If you happen to be around Edmonton, Alberta.... I'm looking for a new technician in the area.

 

[curlycord]

Grove Telecom should be able to assist you well.



=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca