Nortel BCM 450 - no after hours message on weekends 1

[Designware]

Hi,

I am completely new to phone systems. This issue seems straightforward but is baffling me.

A client's phone system is giving the correct after hours message in the morning and evening during non-business hours. However, this same message is NOT played on Saturday and Sunday. The "please wait for someone" message is played.

This seemed to be like a simple scheduling issue. Inside the BCM I found something called "Scheduled Services". I changed the NIGHT schedule to include all day on Saturday and Sunday. Same issue.

I found another program within BCM called "Call Pilot". I found in there a schedule for Greeting tables. I changed the schedule so that the night message was playing all day Saturday and Sunday. Same issue.

Thank you in advance for your help.

 

[56BelAir]

Sounds like your start and stop times may be off, also they may have Call center enabled which would follow different rules.

 

[Designware]

56BelAir,

Thanks for the reply. Yes, the do have Call Center enabled (it's called Contact Center within the Call Pilot Software). Where can I find the rules that the contact center would follow?

 

[56BelAir]

Log into CallPilot go to Contact center go to skillset list
and choose the skillset you want to modify, check the day and night properties, you must disable the skillset to make changes but not to view. You should find a section that has the days of week as well as what it does during hours of operation and such.

 

[Designware]

56BelAir,

Great instructions, thank you! There was a section that has days of the week and they are clearly set incorrectly for Saturday and Sunday. I will make the changes and see if it makes a difference this weekend. It looks like it should.

Have a great Thanksgiving!

 

[Designware]

56BelAir,

It worked. Thanks for helping!