Manually forward to one of three different menus not working

[FishDick]

I have a number that I would like to be able to manually forward to one of three different menus depending on the status of a system.

The main DN is 2222

I have built the 3 menus and 3 phantom (3331, 3332, 3333) with DCFW to the message center DN and they work if I call directly.

However, If I set CFW on the 2222 to any of the phantom numbers I get a message from VM that 2222 is not a subscriber.

I have tried adding SFA to all sets and that doesn't work.

Am I missing something, or is there an easier way to do this?

 

[bigindian65]

Mermail or CP?

Mato' Was'aka

 

[GHTROUT]

If MerMail, you'll have to create a RA Remote Activation number, and change the service associated with the DN each time the situation changes.

I don't remember the name of the similar feature in CP, but it's there too.

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[telebub]

The Meridian Mail/CallPilot is smart enough to know where the call originated from (2222) so it will need to be programmed into the VSDN/SDN table in Meridian Mail/CallPilot to one of the 3 menus/applications. I don't see how you can make it go to any of the 3 on an automatic basis. You will have to manually intervene and point it to the appropriate menu.

You might expound a little on what exactly you are trying to accomplish and we might be able to provide alternative suggestions.

War Eagle!
Lions Baseball '09!

 

[telebub]

GHT, Release 5 CallPilot has Remote Telephone Administration but I don't think previous releases have it. (I didn't know MerMail had it)

War Eagle!
Lions Baseball '09!

 

[FishDick]

It is CP.

Here is what I am trying to accomplish.

I have a help desk line. 2222

I want to play 3 different messages depending on if we are having a systems issue so we don't have to answer a hundred calls asking same question.

cfw -> 3331 All systems ok.
cfw -> 3332 Internet down.
cfw -> 3333 Email Down

Figured it would be easiest if I could just manually CFW to the appropriate menu.

 

[GHTROUT]

Geez, CallPilup again

I used RA in MerMail to activate predefined menus for the switchboard - like Severe Weather, All Associate Meeting, Facility Incident (Fire) or unexpected Holiday (Stock Market closed). It worked great and we could give the capability to people who did not have terminal access to Mail (Like HR mgmt, backup IT managers, etc)



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[bigindian65]

So you built them as SDN's?

Mato' Was'aka

 

[GHTROUT]

Fish, this type of message is often used in a Help Desk queue, where the message you speak of is played via RAN.

On MIRAN, you can give people dial-access to the interface, allowing them to change the message on delay.

Worth considering, but nothing beats the simplicity of a menu change like you are trying. If you are CP 5, look at the feature telebub confirmed.

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[telebub]

We have the same type of setup for our Help Desk but here is how we do it:

We begin our application with an Announcement block called "Greeting". We have it pointed to the normal Help Desk menu after it plays. 99% of the time the "Greeting" block is recorded with "Thank you for calling the Help Desk, please choose from the following options". When something happens and that announcement needs changed, the Help Desk supervisor dials Voice Item Maintenance and changes the "Greeting" announcement with the appropriate verbage such as "Thank you for calling the Help Desk, we realize the internet is down and are working to correct the issue. If you need further assistance, please choose from the following options".

This way the Help Desk supervisor is in control and you as the administrator don't have to fool with it.

War Eagle!
Lions Baseball '09!

 

[FishDick]

Yes, Built as SDN's

CP is version 04.04.04 so telebub feature wont' work.

 

[FishDick]

Any other ideas?

I was thinking last night about it and I guess I could setup a DID and CFW external.

 

[GHTROUT]

The CFW external will work, but remember you will take up two trunks for every call. One out of the system and another back into hear the menu and reach the help desk.

If the caller is external, that adds a trunk making three trunks used for one caller.



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[telebub]

I guess you don't like how we do it. What if you have a situation come up that is not Internet down or Email down? What if it is a different problem you need to relay to the callers? If you setup a "pre-menu" announcement, then all you need to do is re-record it for any situation.

War Eagle!
Lions Baseball '09!

 

[FishDick]

I forgot about external to external using 3 lines. Skip that..

Since I am short of options, I will probably put all 3 messages in the application in Call Pilot. When I need a different one I will log in to CP and change the announcement.

Not as nice as just changing the CFW, but it will work.

 

[GHTROUT]

I'd much rather see telebub's idea in place, but if you are long on XUT trunk cards and analog TNs, you can create yourself a virtual "network" of what appear to be outside lines to the system. It would really be cumbersome to some people, but it would allow you to CFW to a lead number of an analog TN group that are backed into a bunch of XUT trunk cards. This way the call never leaves the PBX, but the mail system loses all of it's perception of "who dialed what" because it only sees trunk calls.

I've done that for smaller application, but not a busy Help Desk.

Don't ask more about that idea - just try to lay it out on paper

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