NIGHT SERVICE ISSUE

[Kickersport]

I am having a issue in setting up the Night service profile, our operator works from 7 - 9 and outside of that I night service the hunt group to a dept that works 24/7. However the system is sending calls to the night service group once I activate it even although it is out of the alloted time specified in the time profile.

 

[tlpeter]

Your question is a bit vage.

You want it to go to night service automatically ?

You do this with a time profile and set up a time that needs to be active!
If you want to overrule it then put it in out of service and send it to a group you like.


ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[Kickersport]

No that is just what I have done but I am seeing that the calls are being routed to the night service outside of the specified time.

 

[TomMills]

where do they go inside the time? maybe you have prorammed it back to front?

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[Kickersport]

The switchboard works 7AM-9PM each day. The time profiles show

9:10PM --> 11:59PM SUN TO SAT
12:00AM --> 7:15AM SUN TO SAT

 

[hairlessupportmonkey]

where are you applying the time profile?
ICR or the HG?

 

[Kickersport]

I applied it to the HUNT GROUP

 

[Kickersport]

Should I apply the setting to the incoming route itself

 

[hairlessupportmonkey]

depends.

if you apply it to the ICR you need to think in reverse.

you create a night time profile and send all calls to night unless its outside the night period

make sense?

 

[jamie77]

Get you Business Partner to sort this. It will take them 10 secs.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[tlpeter]

If the phones have an OG in the screen while business hours then it is programmed wrong.
The OG should be on th edisplay when it is out of hours.

The times used should be:

00:00 - 7:00 sat - sun
21:00 - 23:59 sta - sun

Everything in between will not activate the night service.
What is the group set as fallback for this time profile ?


ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

Kickersport, you time profile is very wrong and back to front for where you want it, as is tlpeters (back to front for a hunt group) for applying to the huntgroup you need to specify the open hours, so:
07:00 - 20:59 Mon,tue,wed,thu,fri,sat and sun

Outside the above hours the group will go into night service



ACSS Small and Medium Enterprise (SME) Communications

"What the Crocodile Hat....was that?

 

[Kickersport]

I did specify the workings hours and tested it, calls are still diverting to the night service group.

 

[hairlessupportmonkey]

you need to post your config here for inspection...

 

[intrigrant]

Take a course, read the manuals call a reseller do anything but asking questions without a decent explanation what you expect to happen what you have programmed and what is actually happening.
Just stating it does not work does not really help for getting answers.

___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.

 

[amriddle01]

It's not working because:

A) You've done it wrong
or
B) You've done it in the wrong place
or
C) You've done something else, not told us and that's effecting it
or
D) A combination of some or all the above





ACSS Small and Medium Enterprise (SME) Communications

"What the Crocodile Hat....was that?

 

[Kickersport]

Ok this is the config that I have:

TIME PROFILE
RECURRING TIME ENTRY
SUN- SAT 7:00AM --> 9:00PM

HUNT GROUP SETTING

FRONT DESK GROUP

-> FALL BACK TAB

TIME PROFILE -- > NIGHT PROFILE
OUT OF SERVICE --> NONE
NIGHT SERVICE FALL BACK GROUP --> GROUP THAT HANDLES AFTER HRS CALLS

SERVICE MODE SET TO --> NIGHT SERVICE

 

[amriddle01]

Do not manually put service mode into night service, put it back to in service, by doing that you permanantly set it in night service

ACSS Small and Medium Enterprise (SME) Communications

"What the Crocodile Hat....was that?

 

[amriddle01]

So it was C

ACSS Small and Medium Enterprise (SME) Communications

"What the Crocodile Hat....was that?

 

[Kickersport]

So the time profile I am using is good ?