IP Office Small Office Edition Announcement issue

[LZStu]

Hello,

I have a fairly old system - the IP Office Small Office Edition, which has been rock solid until recently...

It used to be set up so that if customers called when it was in night mode then it would play a custom message to say that we're closed... however one day it just stopped doing this and instead there was a default announcement asking them to leave a message (I have no idea where all the messages went!)

Since then I have managed to get the IP Office Manager software installed, connected to the unit and tried changing a couple of things, but all I've managed to do is turn off the voicemail. I have no idea how to make the announcements work again.

I'm fairly tech-literate, but I'm hoping someone more fluent in the Manager software could point me in the right direction!

 

[budbyrd]

You need to be more specific. If your system is actually an SOE I am surprised it works at all. What version is it? If it is an SOE the voicemails are on a PCMCIA card in a slot in the back of the unit. It would have probably been a R3.2 or before software which I haven't seen in over a decade. Doubt at this point I would still have a copy to be able to look at to help.

Usually *17 is the shortcode for accessing the voicemail system. The mailbox number would be the extension number of the hunt group or extension that the incoming route is pointed to. You should be able to change the password for the mailbox in the hunt group settings.

Hope that helps.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[ipohead]

Here's the manual for R3.1 and you should be able to find other versions in the same place.

Ideally you should use a version of Manager matched to the control unit but which version are you on?

 

[LZStu]

Thanks for the responses, I'm using Avaya IP Office Manager 6.2 and I have opened a copy of the configuration and it says the system name then [4.2(23)]. Under BOOTP it has this file name: ip401ng.bin - not sure if any of that helps at all.

I'm not so bothered about getting access to the voicemail, I'd really just like to get the announcements working again. I feel like it should be in the HuntGroup menu, under 'Announcements', however ticking this box doesn't seem to do anything, and I can't seem to work out how to check if the pre-recorded announcements are even still on the system

 

[sizbut]

You'll help us all help you by looking at the "System | Voicemail" tab and telling us what the "Voicemail Type" is set to. And maybe the "Mailbox Mode" also.



Stuck in a never ending cycle of file copying.

 

[LZStu]

At the moment it's set to "Embedded Voicemail", however I think I tried changing that a few times and not had any luck. I can't see a setting for mailbox mode anywhere

 

[ipohead]

I think mailbox mode is to choose between IP Office and Intuity modes but I'm not sure if that was an option on this version.

You've got the correct Manager as at one time is was two higher than the firmware.

Best to check the manual and see if all the steps are complete.

 

[LZStu]

I have tried reading the manual/online help/watched YouTube videos... but I can't figure it out. As mentioned, I'm very tech-literate - I can build PCs, code, manage all sorts of IT systems... but phone systems are just on a whole other level... they're completely alien to me!

I'm sure it's just a check-box or something somewhere, but I've been going round in circles which is why I thought to ask on here, so if anyone has an idea of where I need to be looking it would be much appreciated.

Just to make it clear as well, I don't want to store voicemail, I literally just want it to play the message saying we're closed.

 

[snowman50]

They way it works is by taking your mainline group 300 out of service.
Then tell the phone system to use mainclosed group 301 as the new destination.
301 should be recorded with the closed message.

Go to hunt group 300 ,fallback tab and make sure 301 is assigned to either the OOS or NS box.

Then look at reception phone 204 or which ever phone you use to activated it.
See I there is a button programmed to set the phone OOS eg : oos 300.


Check you mail 301 has a recording in it for the closed message..
If not the re record it.

You will need to check the Shortcodes to see what code to use .
Eg it maybe something like *301 or #301

Just follow the guide for hunt group mailbox recording

Hope this helps

 

[LZStu]

Thanks snowman50, in answer to your points:

Go to hunt group 300 ,fallback tab and make sure 301 is assigned to either the OOS or NS box.

Yes, MainClosed is set in the NS box

Then look at reception phone 204 or which ever phone you use to activated it.
See I there is a button programmed to set the phone OOS eg : oos 300.

Yes, there is a button programmed with the action to "Set HuntGroup Night Service" with Action Data 300. It should also automatically go to night mode every day, which I believe has been set up correctly in the Fallback section of 300 MainLine, under Time Profile.

Check you mail 301 has a recording in it for the closed message..
If not the re record it.

You will need to check the Shortcodes to see what code to use .
Eg it maybe something like *301 or #301

I think this is where I'm getting stumped... I feel like I should be able to get my head around the Short Codes but it doesn't seem to work for me. Currently this is how they are set up:

I have tried dialling some of these but I guess I'm doing something wrong... should the ';' be at the end of *91N? And if so how do you dial that? Also is there any way to playback the messages, I'm hoping that they're still in there as I hate recording messages myself!

Where do you actually select which message plays in which situation?

 

[snowman50]

Ok then…
Looks as if you are using *98 for the main line mailbox.
And *99 for the back office line..

Dial *98 to see if this gets you into the mailbox options.

The *91n and *92n are used for the hunt group QUEUE ANNOUNCEMENTS.
If some one calls in the can hear a queue announcement to say for example.
“ all our agents are busy please continue to hold”
“ we are very busy please continue to hold and some one will be with you”


But yours is only a closed recording which is done via a hunt group mailbox by accessing it and select from the menu options..

 

[LZStu]

We had queue announcements as well, that seems to have turned itself off as well.

With that in mind, do you think the out of hours closed message was set up as a queue announcement rather than a voicemail message (given that customers couldn't previously leave messages). In which case how is that managed? Because I've poked around in the 'Announcements' section in the MainClosed hunt group, however it doesn't seem to do anything whatever I change the settings to

 

[Westi]

sometimes the PCMCIA card for voicemail is a bit sensitive and I would try to find what the recordings actually are that are playing. So far skimming though this thread I have not seen that you actually identified what these are so we are all guessing.
Follow the incoming call routes, see if there are time profiles that change the target at night or not
find out of service targets if they are used for groups
identify if there are announcements or mailbox greetings playing after hours

If you are in doubt, change all sensitive information in a saved config for user logins, line logins etc and post it here so that people can look closely.

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[LZStu]

Good idea, here is the config file:

Avaya SOE Config File

Thank you all for your responses so far, I really appreciate it. Please bear in mind that I didn't set the system up, so I've come into this with zero knowledge!

 

[Westi]

So the calls go like this

Incoming calls go to HG300 during the day and when set into Night service it goes to HG301 MainClosed
That is the mailbox that is picking up when Night is active.

The Back Office user is the one that has the buttons to set the system (HG 300 and 310) into night service for the after hour greetings.

HG 310 sends the calls to HG 311 after hours.

Check the greetings for 301 and 311


Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[snowman50]

Hunt group announcements..

*91 300 announcement 1
*92 300 announcement 2

Follow the prompts to record and save recording.

When saving wait for the beep before pressing 3.
Otherwise it doesn’t save.

It can take a while before it uploads

In huntgroup Tick the announcement box to activate.


Hunt group mailbox.
Main closed 301
Option 4 is used to save without leaving messages..
Same again wait for beep before pressing 4 to save.