NEC SV9100 Auto Attendant after hours

[ngstan]

In 47-13, we have our auto attendant setup. #1 goes to an external call center that operates 8am-5pm. If someone calls and presses #1 after 5pm, it continues going to the call center but they get a 'sorry we're closed' message with no option to leave a message. Not very nice!

Rather than try to get the external call center to change their message, we would like to change it on our end so it doesn't go to the external call center after 5pm. We want it to go to a message that says 'thank you for calling, we are closed for the day but leave your name, number and message at the beep and we'll get back to you the next business day.'

What would be the easiest way to do this? We don't want to change any of the other options in the auto attendant after hours. It's just for folks reaching the department at option #1 on the auto attendant.

I see in 47-12 there is options to schedule things but not too familiar with it. Would we in essence duplicate the auto attendant setup in 47-13 to a new dial action table and then point option #1 to an internal number rather than the forwarded number after hours? Or is it more complicated than that? I also noticed a night mode but know nothing about how it works.

Thanks for your help!

-Stan

 

[CoralTech]

A lot to unpack. SO many things from trunk routing to routing to a new AA branch to DAT AND setting up a mode for this to happen. Highly suggest getting your phone vendor involved. The actual routing on a DAT to a MB is easy..the other stuff gets involved depending on a lot of variables.

 

[ngstan]

Our vendor disappeared once they got paid so have been going it alone for several years. Was hoping this wouldn't be that involved but sounds like it is. I guess I could manually change the forward on 24-09 at 5pm to an internal extension and then change it back at 8am each morning.

 

[CoralTech]

You could. Finding a vendor probably would be a good idea though.

 

[Fodrod]

You would want to just use a different routing mailbox.
How do calls come into your system. By DID or DIL (SIP / PRI or landlines)

 

[ngstan]

They come in via DID (SIP).

 

[Fodrod]

The different DID entries for different time modes are defined in 22-13 and 22-10
By default, the first 4 time modes occupy 100 DID's, 1-100,101-200, etc. If the DID table can't find an entry for the appropriate time mode, it will use any other matching entry.

mailbox 251 is my routing mailbox. Putting @251 in the destination of the DID informs the pbx that 251 is the target extension, but the entry is invalid. It then the overflow ring groups. 102 is the ring group for inmail. Inmail receives that 251 is the intended extension, and goes straight to 251's voicemail.
(If you ever need to use ring groups instead of virtual extensions, say for single line extensions, you would do similar, @ringgroupmailboxext in DID target, intended ring group in transfer target 1, and 102 in transfer target 2).
In DID entry 101-200 for your night mode, you would make a similar entry, except changing the extension to your other routing mailbox.
If you messed with 47-11 answer table options, and 47-12 answer schedules, you might mess up this behaviour, so default them.

 

[ngstan]

Thanks for the info. I haven't made any changes yet. Here are our current settings for 22-10, 22-13, 47-11, 47-12.

I'm still hung up (bad pun) on 47-12. I guess I'm just confused why I can't enter a new entry for Friday on 47-12 line 2 for Friday 17:00 to Monday 07:59 that goes to mailbox number 2 instead of 1. Then on 47-13 I could duplicate dial action table 1 and put it in 2 except for option 1 which would go to a different extension. What am I missing? Am I confusing the answer tables with the dial action tables? Thanks!

 

[belevedere]

You need 3 entries in 12-02. Start time 00:00 - 08:30 = night mode 2
08:30-17:00 = day mode 1,
17:00-00:00 = night mode. The system will not roll past midnight. This along with 12-01 auto night checked sets up automatic night mode switching.
No need for 47-12.

 

[ngstan]

That appears to be how it was originally setup minus the automatic setting being disabled instead of enabled. So where do I set the night mode behaviors? Will callers no longer get the automated greeting in 47-13?

 

[Fodrod]

47-13 doesn't have a greeting. It's a dial action table that can be assigned to a routing mailbox. The routing mailboxes are what have the audio.
To reiterate the convuluted logic of nec routing mailboxes
Group mailboxes are given an extension number, and configured as routing mailboxes, with a routing mailbox number. (47-01)
Routing Mailbox are configured an instruction mailboxes (47-07)
Routing mailboxes are assigned dial action tables, as well as other settings (47-08)
Dial Action tables are programmed as needed (47-13)
The routing mailboxes are accessed by the DID entry that is configured with the target @xxx (xxx being the extension number that is assigned to the routing mailbox), and overflowing to 102 (the ring group # for inmail).
It is slightly more convenient btw to configure these if you use the easyedit. Put it in advanced programming level. Voicemail -> InMail - >InMail Routing
The EasyEdit page for Night service is also nice, but it's not very complicated to configure it in 12-xx (12-01, have both manual and auto switching on, -02 configure pattern, 12-03 configure pattern per day, 12-07 name your modes, 12-08 configure the behaviour of the day/night function key)

To record your routing instruction mailboxes btw
47-02 ensure that the voicemail for the extension you want to program from has 47-02-12 system administrator turned on.
From that extension
Dial 3999, login to your voicemail
Dial 72 to get into system manager
The instruction past here are fairly clear.
Or, if you log into webpro with an account that has "User Administrator" priviledges, you can upload wav files