NEC SV9100 call off site answering service

[Hannah55]

I have a call center site that uses an out of state answering service. They do not want ANY calls to go to the answering service from 8-5. They want outside calls to go to the answering service after 6 rings at night and weekends. I have set everything up for two modes. There are 43 incoming numbers that are translated to virtual extensions in PRG 22-11. In mode two the transfer target is a irg with one virtual extension that is call forwarded to the answering service.

Everything seems to be programmed correctly but when in mode 2 the call forwarding never happens. I can call the VE from an extension and it call forwards but not when called as a transfer target. I tried using a real extension as the target and got the same results. It would just keep ringing and never forward. What am I missing?

 

[Ragnorak]

The IRG does not actually "target" the extensions that are members so a call to an IRG will ignore call forward settings for any and all of its members.

In 22-02 change the mode 2 to DIL and in 22-07 make the mode 2 DIL destination your virtual extension. That should make the calls follow the Call Forward destination.

 

[Hannah55]

So I can set the trunk to DIL and still have the DID translation table work? They have 43 incoming numbers.2 numbers go to remote sites and 25 do to individual extensions. This is a call center. Phones are their business.

 

[Ragnorak]

Keep using the DID translation table. I thought all 43 numbers were going to the answering service.

In this case you want to look at 22-10 and set up 3 ranges. One to be active 100% of the time, one to be active only in mode 1 and another to be active only in mode 2. So for example range 1-100 would be in both groups 1 and 2 and for your secondary range you would put 101-200 in the first and 201-300 in the second.

In 22-13 you assign the ranges from 22-10 to trunk groups and modes.

Using the above example, you would put the DIDs that never change (like personal DIDs that always ring to an extension regardless of mode) into 1-100 in 22-11 and the ones you want to change by mode would not go into 1-100 but would have duplicate entries-- a day destination in 22-11 in the 101-200 range and a Night destination in the 201-300 range.

So:
In Mode 1 1-100 always active and 101-200 active only in Mode 1 (201-300 is not active)
In Mode 2 1-100 always active and 201-300 active only in Mode 2 (101-200 is not active)

Then assign the forwarded virtual extension as the 22-11 destination in an entry between 201-300 and you will get your Night mode forwarding for just those DIDs.