NEC SV8100 - Disable automated message "Due to high call volume....."

[chasek]

Hello,

I have one question to ask about our phone system (NEC SV8100).
We have to disable this automated message "Due to high call volume......" thinging from our system.

We've been receiving complains from the customers about that message which they get when they call us.
It looks like the call gets disconnected after playing that message.

Is there any way to disable that automated message?
I've checked [22-1: Incoming Call System Option], and I see there is [10 - VRS Waiting Message Operation] which is set to "Automatic Operation."
Is this the option that I have to change? I see "Manual Operation" so if I change this to "Manual Operation" then will it be disabled?

Please help since there is no technician or company that manages our phone system (they ran out of business).
I have to figure out my own for everything, and it is pretty tough since I don't have any phone system background.

Thank you in advance.

 

[belevedere]

Possibly an ACD overflow function. Do you have/are you licensed for the ACD functions?

 

[Daniel_RO]

You would need to check your call flow to understand where this message is playing.

By the sounds of things, you calls are routing through to InMail or VRS and being disconnected.

22-02 - What are your trunks set to,

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if DIL or Normal, what is 22-08 set to,

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if DID, what are pilot numbers set to in 22-11, my guess is they overflow to 102, or 5xx (where xx is VRS message)

Dependent on where your overflow is set to, is dependent on where you would need to go to turn it off. Or remove the 102 and/or 5xx.

 

[chasek]

@belevedere

Hello,
I honestly have no idea about the license that we have.
Would you please let me know where I can check the license status in the system?

 

[chasek]

@Daniel RO

Hello,

in 22-02, everything is as below.
Mode 1 - DID
Mode 2 - Normal
Mode 3 - Normal
Mode 4 - Normal


In 22-11, it looks like below.
01 - Received Number - 8883
02 - Target Number - 204
03 - Dial-in Name - Our company name
04 - Transfer Operation Mode - No Transfer
05 - Transfer Target 1 - 0
06 - Transfer Target 2 - 0
07 - Call Waiting - empty box
08 - Maximum Number of Calls - 0
09 - Music On Hold Source - System Music On Hold Source
10 - Music On Hold Source ACI Port - 0
11 - Intercept Ring Group Transfer - checked

 

[Daniel_RO]

OK, is 204 an extension, ACD Pilot, Department Group, Virtual Extension?

Confirm where you see 204 in the 11's

11-02 for extension
11-04 for Virtual
11-07 for Department Group
11-17 for ACD Pilot

Also double check 24-09 to see if there is a call forward on 204 if its a virtual or extension.

 

[chasek]

@Daniel RO

It look like 204 is a virtual extension.
In 11-04, 204 is assigned to virtual extension port 004.

In 24-09, 01 - Call Forward Type is set to "No Call Forward.

 

[Daniel_RO]

OK, so this virtual extension would be set to extensions in 15-07, and virtual extension ring assignment in 15-09/15-11.

I cant see how a message is being played without the call being forwarded to InMail or VRS, Unless it is timing out, and the system is auto playing a message.

What is your timer in 22-01-06?

 

[chasek]

@Daniel RO

In 22-01-06, DID Ring No Answer Time is 20

 

[chasek]

@Daniel RO

I checked again in 24-09.
The extension for our reception desk (ext 101) is set to "Call Forward All Calls."

I didn't mention this above because the received number for this extension is not our company main number.
Our company main number ends in 8883, and in 22-11 the target number for 8883 (received number) was 204, not 101.

But since ext 101 is the one that receives all the calls so it may have something to do with it (it also receives calls for 8883 as well).
101 has "Call Forward All Calls" setup in 24-09.

 

[belevedere]

If 101 is set to CFA to VM, then check the VM message prompts for 101 VM box.

 

[chasek]

@belevedere

Hello,

Could you let me know where I check/modify that?

 

[belevedere]

Have 101 call their voice mail. Follow the prompts to listen to their outgoing message.