Invalid ext 1

[derry163]

New BCM 400 install. Customer has new DID and ext numbers to match the DID's. Problem is when someone calls in and gets the auto attendant they try to dial the old ext number. This tells the caller they have dialed an invalid ext and disconnects them. Is there a way to make it transfer to the operator when someone does this? Or at least tell them they have dialed an invalid ext and not disconnect them?

Thanks for your help....

 

[gberger]

In the call pilot, under auto-attendant,general properties, enable the option "return to AA". At least it wont disconnect them.

 

[derry163]

Thanks, I will try that.

 

[SupportDude]

Make sure you have touch tone gate disabled as well.

-SD-

http://www.mysupportguy.net

 

[derry163]

HHmmmmm....That didn't work. I have return to AA activated now and touchtone gate was always set to none. Still disconnects the call if you dial an invalid ext.

I do have all latest patches installed. Any other ideas?

 

[telcodog]

The only time I've seen the system do that is if the General Delivery mailbox is turned off and "Attendant Available" checkbox is unchecked in the Operator settings. Have a quick look at those settings first.

If that doesn't fix it, give us a bit more info on how you have your auto attendant set up. Which greeting tables you're using, CCR trees etc.

 

[telcodog]

One other thing too. I noticed in your original post that this is a new install. You might want to try initializing the GD mailbox as well. You shouldn't have to but hey, this is a Nortel box we're talking about.

 

[derry163]

GD Mailbox is turned on and Attendant Available is also checked. Greeting table 1 is being used and ccr tree 1 is active during the day and tree 2 during the night.

 

[telcodog]

This is a bit of a long shot but when callers input the old extension numbers are they getting the Silicon Sally response telling them that they've entered an invalid extension or are they just getting disconnected? If they're getting disconnected right away (or within 5 seconds), make sure the "Repeat CCR Menu Prompts" checkbox is checked under the AA General Properties setting. It's possible that the old extension numbers are numbers you're using for your ccr routing. If that's the case, without that box being checked, callers will have 5 seconds of wait time before being disconnected.

 

[derry163]

They get the "you have entered an invalid ext" and then a few seconds later it says "exiting the system" then disconnect.

 

[SupportDude]

Did you configure an attendant for Greeting Table 1?
Did you configure an attendant for VM?

-SD-

http://www.mysupportguy.net

 

[telcodog]

I tried a customers system that uses 2 greeting tables and 2 CCR trees and I don't get that problem with or without Attendant extensions programmed. I always get sent back to the CCR tree when I dial an invalid extn after I get the invalid exten prompt so it's probably a combination of settings. Here are a few of my settings.

Greeting Table 1 (and 2):
Greeting 1 daytime 4 night and after hours
CCR Tree 1 for business hours, 2 for non business
Attendant extn xxxx
Menu Repeat Key None
No Custom AA menu prompts

CCR Tree 1: Primary Prompt Recorded
1 Transfer internal
2 information Primary Prompt Recorded
3 transfer internal
6 transfer off site

CCR Tree 2: Primary Prompt Recorded
1 Transfer off site
2 Information Primary Prompt Recorded
3 Transfer Internal
4 Transfer to General Delivery

System Properties:
VM version: 41.02.58.22
Max Outcall 3
Enable VM checked
Enable Group List checked
Trivial Unchecked
Group List Lead dig 9
Max message length 3000
External Init checked
Directory Available checked
Enable GD checked
Enable Redirect checked (is centralized voicemail)
Enable Network Transfer checked
Bilingual unchecked
Primary Language English
Alternate English
Canadian Pronunciation checked
Directory Search Both
Call Pilot User Interface UNCHECKED
Name Prefix 11
Special 19
Primary UI NVM

Operator Settings:
Attendant Available checked
Business Open checked
Answer Lines checked
Attendant xxxx
Reset Password unchecked

Appropriate lines are set to be answered. In my case, they have PRI so target lines are used.

I get answered every time. I enter a known invalied extension and get returned to the CCR prompt every time.

How do these settings compare to yours?

 

[derry163]

The issue turned out to be that the whole main greeting was recorded under company greeting 1 for day and 2 for night. As soon as I imported that greeting in the ccr tree itself and recorded a second of silence in the company greeting it would repeat the ccr greeting after dialing an invalid ext.
Thanks for the help emilysdad...It was your last sentence there that got me thinking about the ccr tree recording.

 

[telcodog]

Glad you got it working, and for posting the solution.