Incoming Auto Attendant message being cut off!!

[ctaylorrm]

Good Morning,

Hopefully someone will be able to help with this...

I have a Mitel 3300 with 3 5500 consoles in the main office that I support for a customer. When a caller phones the main office number they are presented with 3 options.
1 For finance
2 for absence
Hold for any other business

The hunt group that appears to ring is 7700 which has a forward to 8991 set up on it.

The customer have just changed the message to add some options, so now it is around twice the length it was before. The issue I'm sseing is that the message will only play for the same length of time as the previous message when calling 7700 internally when calling in from outside. I have looked at the class of service for the RAD ports and exteneded the Answer + Message Length timer and the Answer+ expected off hook timer. These changes made no difference.

When looking at the hunt group 7700, it is set up as circular, voice with no members. There is another huntgroup set up as Terminal, RAD with 7*15-7*18 as members. When I dial this hunt group then full message plays, which is good.

I changed the 7700 hunt group to match these settings and I'm getting the full message played to people calling in, which is fine. However this has presented a new issue in that, when night service is activated rather than switching to the night message it continues to play the business hours message. The only way I can stop this is to revert the changes I made to the 7700 hunt group. This is fine in the short term as to the customer their phone system works as they would like it to...however it's not practical for me to have to keep making a change and reverting it back.

I forgot to mention the Auto Attendant is set up using ACD path interflow dialling lists, rather than mailboxes.

If anyone has any ideas they would be much appreciated.

Cheers,
Chris

 

[sarond]

It will be in your ACD path.
Check your interflow timer of the ACD path, the interflow destination is most likely the "Hold for other Business option"

 

[ctaylorrm]

Hi Sarond,

Thanks for your reply, I found it. It was the overflow timer that was set to 15, changed it to 30 and it's all working now.

Cheers,
Chris

 

[ctaylorrm]

Hi,

As a follow on from this although I resolved the issue above, in doing so, it now seems that when night service is activated the out of hours message just plays over and over, without ever forwarding to voicemail. There is a night message ACD path interflow dialling list which had no redirection digits configured in it.

This previously has worked before the message length for the day service was changed, can anyone shed any light on why it might not be working please?

Cheers,
Chris