Incoming Call Handling

[edinburger]

Hi All,

I need some help in setting up the incoming call handling. The system is a BCM50 with 2 alog trunks. The customer wants the system to do the following:

08:00-08:30 - Play an announcement saying they are closed and that if their call is urgent to press 1 and they will be transfered. Some sort of caption is to be displayed on the phone so they know this is an urgent call.

08:30-12:30 - Ring the receptionist group with 2 members.

12:30-13:30 - Play an announcement saying they are closed for lunch and that if their call is urgent to press 1 and they will be transfered. Some sort of caption is to be displayed on the phone so they know this is an urgent call.

13:30-18:00 - Ring the receptionist group with 2 members.

18:00-08:00 Play an announcement saying they are closed and transfer the call off switch.

I've never had to setup anything like this before on the BCM and have tried using the Auto Attendant, but with limited success. The problems I'm having are:

1. I'm not convinced that the AA is the best way to accomplish what the customer wants. What about the Ringing Service???

2. During the day when a call comes in and the AA answers the call a short message "one moment please" is played. The customer wants this turned off.

3. When I was playing about with this last week, the option to press 1 and be transferred didn't work. I got the announcement but nothing happened when I pressed 1. The system dropped the call.

4. The off switch transfer using a CCR tree didn't work. I could set the transfer to ring another ext or group but would not transfer off switch. Again the system would drop the call.

Any help would be greatly apprecieted.

Cheers.

 

[DigitelD]

Would a Call Center work better?

 

[mrphoneman]

You need to setup call center to make all of this to happen. Have one on ebay for less than 1/2 the going rate if your interested?

 

[edinburger]

Thanks all your replies.

The customer won't spend anymore money as the sales guy told them it would do this "out of the box"

I'm heading back to site today, so I will see what can be done.

 

[edinburger]

Ok Guy's and Gals,

Been back to site today and this what I've done so far.

Installed the Cumlative Patch 1 for the BCM 50, also installed a few others.

Line 1 on the GATM4 seems to lockup whenever it is used, sometimes it releases itself other times it doesnt. Line 2 is OK. If another call comes in on line 1 the caller get RTNR. Both trunk 1 and 2 are programmed the same. If I swap lines 1 and 2 around on the frame, the fault stays with the physical port on the BCM. Also tried lines 3 + 4 and getting the same result. I'm thinking I've got a faulty GATM4.

I've been advised that the Trunks should be set to supervised or un-supervised. However in the Trunk Mode drop down box I only get Guarded, Un-guarded and Earth Calling. How can I set the trunk to Supervised??

Again any help greatly apprecieted.

Cheers.

 

[acewarlock]

supervised = Guarded
un-supervised = Un-guarded
Earth Calling = Ground start