Legend Night Service 1

[blue392]

I have to make some changes to the way night service works. The system is a Legend R7{key mode), with Merlin Messaging(007 module). Currently calls go to AA during the day (this is a nursing home), and at night, calls ring to various extensions that aren't always staffed. They want callers at night to be answered immediately by AA, and instead of offering them a menu of options, want them to hear, "Please hold while your call is directed to _____". How do I direct a call to an extension without a selector code input? Could I use the Dial 0/timeout option to achieve this? Would the call be directed quickly and if not what options would need to be changed to make it transfer faster? Would the call cover to vms for that extension if not answered? Also, to change night service from a group ring to AA, do I delete the extensions from night service and input the calling group into night service? Sorry for the lengthy post. Thanks.

 

[CarGoSki]

Why even offer the call to AA if you want it directed to an extension instead?

 

[blue392]

I wondered the same thing. All I can think is they have had such a problem with "ring no answer", that they want the call answered right away with AA, like during the day.

 

[SYQUEST]

Then have the AA answer at nite also, and in the greeting tell them what number to press or what they should do to reach their destination.

....JIM....

 

[blue392]

ok, thanks for the input guys. I will be going out there Friday. I will suggest to them that callers must press a selector code to be directed.(hope that goes over). But to change the way night service rings to a group of extensions now to AA, what changes to the Legend do I have to make? Thanks.

 

[CarGoSki]

Well there are several ways to do it. One way is to assign all of your trunks to the operators console. Give the console a night service button. Build the operator extension as a auto attendant instead of a mailbox. You can then turn on and off night service to either have AA anser or the console ring.

If you want full time AA then simply leave the night service button on or there are other ways to program full time AA.

 

[blue392]

Currently, all the trunks are assigned to the operator's console, and she does have a night service button. Couldn't I just go into Legend programming under Night Service and delete the 4 extensions it goes to now and just enter 770 (calling group for vms). Would that route calls to AA? I realize I would have to record a Night Service prompt, menu definition, etc. Thanks.

 

[CarGoSki]

That should do it.

Good luck

 

[blue392]

thanks, appreciate your help!