How to setup greetings after office hours

[vkky2k]

Partner ACS R7.

We are using Auto Attendant service in day time. However, when it is after office hours, we want callers to hear greetings like "thanks for calling xyz, we are now closed, please leave your messages". So, we want them to hear different greetings than day time, and also have the opportunity to leave their messages.

Is there any way I can achieve that? Appreciate your help.

 

[TouchToneTommy]

Well, although we know your PHONE system is an ACS R7, you didn't state which VOICE MAIL system you are using with it. So the answer will depend on that information. It could be that separate Day and Night messages are not possible, and you must tailor your single message to cover both situations, or it could be that Day and Night messages are quite possible, and can even be controlled by an internal clock.

Post back with the type of voice mail, and we can answer better.

 

[vkky2k]

I have Partner voice messaging PC card.

Thanks. I am looking forward to hear you again.
If there is no direct way to solve my need, are there any alternate ways?

It seems there is way that I can direct incoming calls at night to a specific ext, and have this ext. to play greetings and record the caller's VM. but, I just don't know how.

 

[TouchToneTommy]

The Partner Voice Messaging PC Card has only 1 Auto Attendant greeting - so if you would like to have it answer both Day and Night, you need to structure the recording to say

"Thank you for calling XYZ Company. Our normal business hours are X:XX-am to X:XX-pm, Monday through Friday. If you have reached us during business hours, we are assisting other callers. If you know your party's extension number......"

Alternatives: You could have the Auto Attendant only answer during the Day, either Immediatly and route all calls to specific extensions, or Delayed as a backup for your normal answering person. Then simply add an answering machine to an unused extension port. Program a Night Service button to simultaneously turn OFF the Auto Attendant, and send imcoming calls to the answering machine. The disadvantage is ALL messages at night end up in the single answering machine, and not in individual's mailboxes.

You could add an "ASA/DXD" card to the system, which can answer with a short (20 seconds) greeting and wait for the caller to input an extension number, and program an extension's mailbox to "cover" the incoming lines. You would have to program a DXD button on Ext. 10, and turn it on to answer calls during the day, turn it off at night, and turn on DND at the covering extension. The DXD rings setting would need to be less than the VMS Cover setting for the covering extension, so that the mailbox doesn't answer during the day.

Or, upgrade to a Partner Messaging, which gives you distinct Day and Night messages, and the ability to toggle with a Night Service button, and/or the Internal Time-of-Day/Day-of-Week Schedule.

 

[vkky2k]

Hi,

Thanks so much for so many helpful infor.

The suggested greeting message for covering day and night is exactly how we are doing here. So, there are no questions about it at all.

I am so clear on all other althernates that you provided here. I would like to talk about your last suggestion suggestion first, because it seems more easy to do, Partner Messaging.

Somebody also suggest me to purchase Partner Messaging VS. My question is, if I want to activate Night agreetings after the normal office hour, do I have to manually turn it on? or will it be automatically switched between day service and night service based on pre-configured schedule?

 

[vkky2k]

My typo. I should say I am NOT so clear on other alternates.

"Then simply add an answering machine to an unused extension port. Program a Night Service button to simultaneously turn OFF the Auto Attendant, and send imcoming calls to the answering machine. "

I was able to setup a Night Service button on ext 10 #503, assign an unused ext. 14 to Night service group #504 (Do I have to sepcifically create a group for this night service group?). However, when I turn on the night service (the button light is on), calls still go to all ext (I was hoping to the ext. 14 only), and AA still picks up all incoming calls ( I was hoping AA will be turned off).

Thanks,

 

[TouchToneTommy]

This is one of those situations where you might want to get someone local to implement what you decide to do.

Night Service is its own group. It ADDS extensions that don't already ring to those that ring. It doesn't cancel any ringing.

The Auto Attendant can be set to answer DAY Only, NIGHT Only, or ALWAYS (default).

So my suggestion was to put an answering machine on an unused extension, but you would program that extension for NO ring on any lines. Add it to the Night Service group. Set the Auto Attendant to DAY Only. With the press of a button, the Night Service button, you simultaneously make the Auto Attendant STOP answering, and make the Answering Machine START answering. I figured that since you specified "when it is after office hours", it doesn't matter that the phones still ring, there shouldn't be anyone there to be bothered by it.

Now you could use the Night Service button in REVERSE - Set all your phones to NO ring, put them in the Night Service group, make the Auto Attendant answer in Night Only, and label the Night Service button "DAY MODE", BUT, this won't toggle the ringing to the answering machine, so you'd have to remember to turn it off and on manually.

Hope this helps!!

 

[TouchToneTommy]

Oh, and as for Partner Mail VS - Since you have a Partner ACS Release 7, be aware that there is an incompatability issue, which only has a fix for VS Mail Release 5. The problem is when an extension uses Do Not Disturb, and receives a call transferred from the Auto Attendant. The VS Mail will not recgonize the DND condition, and retransfer the call to the Operator. Woe to you if the Operator is also in Do Not Disturb!! The call will endless bounce to "Transferring to Receptionist" recording.

Stick with Partner Messaging, and the most current release is R7. The VS Mails have not been produced in a number of years.

 

[vkky2k]

After read your most recent 2 emails, I have following questions:

1. "Stick with Partner Messaging, and the most current release is R7. The VS Mails have not been produced in a number of years."

It seems to me "Parnter Messaging" and "VS Mails" are two different things. Somebody did suggest me to purchase "VS Mails", I think. But, what is "Partner Messaging"? Is it same as "Messaging PC card" which is the one I have?

2. For only the purpose of having night greetings, is it worth to buy "VS Mails"?

3. In the suggestion of using "answering machine" to a unused ext. Do you really mean or extra "answering mahcine" equipment? I thought it was just the phone with built in voice mail. And is it true I have to remeber to press the button every day when I leave the office in the end of the day,and turn it on when I come in ?

4. What is ASA/DXD card? Can it resolve my problem?


I know I am slow man,thanks for you patience.

 

[TouchToneTommy]

The evolution of voice mail from Avaya for the Partner telephone systems includes:

Partner Mail - an external PC with voice cards that connects to station ports on the phone system

Partner Mail VS - a module that slides into the carrier like the other cards - 5 different releases offering various features, number of ports, and number of mailboxes.

Partner Voice Messaging PC Card - a PCMCIA card that goes into the card slot of the ACS Processor - a single auto attendant, 4 or 16 mailboxes, 2 ports

Partner Messaging - a module that slides into the carrier. Offers 2 to 6 ports, 200 mailboxes, 4 auto attendants, Day and Night service, internal Business Schedule that can be used to change the mode automatically, outcalling, dial by name directory. The currently produced version is Release 7.

The Partner Mail, and the Partner Mail VS are manufacture discontinued, and have been for some years. Anyone offering such a unit will have to warranty it themselves.



2. VS Mail DOES offer a Day and a Night message.

3. Yes, I really mean go down to the Office Supply Store, and buy an answering machine. Plug it into an extension port on the phone system, and it will answer calls directed to it. By programming the Night Service button, the Night Service Group, and the VMS Hunt Schedule, the Night Service button can toggle the Auto Attendant OFF and the Answering Machine ON.

4. An ASA/DXD card goes into the ACS processor's 2nd PCMCIA card slot. ASA is a feature that answers a ringing call, plays a short message, and puts the caller on hold until the call can be picked up. DXD acts as a small auto attendat, which answers a ringing call, plays a short message, and waits for the caller to dial an extension number. Both functions come in the same PC card. Will it solve your problem? It's just one approach to designing a solution.



Where are you located? This might be the most valuable source of information for your system:

https://mywebtools.avaya.com/bplocator

 

[vkky2k]

Hi,

I have a few more qustions about Partner Messaging:

1. If I want to activate night greetings, do I have to manually to do someting to turn it on, or it is going to be automatically turned?

2. How many greetings or the type of attendant I can have, for instance, I want to have day, and night type of greetings, I also want to have absence greetings when nobody is in the office in the day time. Can it do all these for me?

3. with regards ASA/DXD, how can they work out with AA that is the one I am currently using. How do I switch to night greetings in the end of the day when I leave the office? Do you think this card is good enough to handle night greetings?

Appreciate all your time