Night Call Forward

[Spirit1]

We have Symposium Express 4.2 and Norteln Option 81C.
Our ACD is configured on the switch to route calls to Night Service if no agents are logged in.
Our Symposium has hours scheduled but if agents are not logged in the call goes to Night Service. If agents are logged in but busy the call goes to Octel voicemail.

I was asked to change the Night time phone service number. I went into ld 23 and change the NCFW number and also in the Symposium. The calls still went to the original number. I don't know where to find the configuration that has this original Night Service number.
Any ideas?

 

[lretrievers]

The LD 23 programming only comes into effect if your Symposium is down. The number that is called is within the wizards of your Express. There are two places where this should be changed, one for out of service during business hours.........and the other for after hours call handling.

 

[Spirit1]

I did that. We have the Symposium scheduled for after Midnight all calls go to Night Service.

So I was told that after Midnight it did go to the new number. The problem is during the day if the agents are logged out, it is still going to the original Nightservice number. That is why I also changed it on the switch but it doesn't work.

 

[lretrievers]

There is another number you need to change for "out of service" during the day. It is actually two different conditions and you can treat them differently, or if it is the same treatment, you must specify that.

 

[Spirit1]

I found out that there was a condition under Emergency which states that if all agents are logged out during office hours forward to Nightservice.

Thanks for your help.

 

[Spirit1]

They change the Emergency and did a test but it routed to our receptionist. I do not see where in the Symposium it would instruct to route to the Receptionist.