Invoking night service

[SUSANVV]

We have our QCC set to never go to voicemail during the day as it is answered live except at night and weekends. When we have a holiday I have set the Merlin Messaging for the night greeting and specified when we are considered closed. However on a holiday the night is not being invoked and our greeting is not being played. Can I fix this by changing the night service right before a holiday to come on and stay on for the holiday and then change it back after the holiday? Is there a better way besides physically coming in to work and setting the night bell on the QCC?

TIA for any help.

Sue Van

 

[tdaugirdas]

How do you switch to night service mode now? Is it through a schedule setup in voicemail? OR are you using a "night service" button on the operator console(s)? There is also an option to setup a "temporary" closing message - that you can turn on/off remotely (from any phone). You could use this for your holiday scenario.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

Thanks for your answer. The night service mode is programmed in. The 'night' button lights up automatically. The temporary closing message is what I use and through the AutoAttendant set the closing. However, the night service is not coming on for the holidays. Because of the setup of our console for not answering, without the night bell the console just rings and rings. Apparently I have to change the night service time also through SPM. I am trying to find out if there is an easier way.

Thanks again.

Sue Van

 

[tdaugirdas]

I am not sure what you mean by the night service mode is programmed in. There are three ways to set up the business schedule and control night service in voicemail: The usual way is to set the voicemail to follow the switch or Merlin Legend mode. In that case you set up a night service button on each operator phone and also program night service in the system. The second way is to setup a business open/closed schedule in voicemail only and use the voicemail calendar/clock to shift from day to night mode. The last way is a combo - both the processor and voicemail impact the shift from day to night mode. Which method are you using?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SUSANVV]

We have the combination. Both are programmed. That is why I am assuming that I need to reprogram the processor part of the night assignment as well as the temporary closure.

Thanks again.

Sue Van

 

[TouchToneTommy]

Since the Night Service button lights up automatically, you have "Time Control" set to ON. On Friday, go into WinSPM, Night Service, Time Control, OFF, and Enter. On Tuesday, set it back to ON.

Manually press the Night Service at end of the day on Friday, and turn it off on Tuesday morning.

In your Voice Mail is the schedule setting. 007MLM it is option 2. Merlin Messaging, it is option 5 under the Auto Attendant.

Select Temporary Closure, enter the day you want to close, select open or closed (closed), select a temporary message, and record something appropriate to play in FRONT of your regular Night Greeting.