Ns700 auto attendant issue

[wayne079]

Any help or assistance greatly received.

I've recently installed an Ns700 which had auto attendant option 1,1 pointed at ICD group 622.

After callers select this option and with queuing and busy both set to none, callers revert to the top level of aa and the menu repeating after just over a minute creating a loop in the system.

I've even tried overflowing to 623 (after 20 seconds) with the same members with no overflows set on 623 and it does the same.

I even put a looping overflow from 622 to 623 (both after 20 seconds) and it does the same.

I've also pointed a DDI directly at 622 and this cuts the call off after around 2 minutes.

I just want the extension to ring until it's answered.

What am I missing?!?!?!

 

[obtsystems]

are you using disa AA or built-in tvm

if using TVM program transfer sequences to fxd (normally FX) point the option 1 to the group. this will leave the call to ring on the group

you could use queuing to play please hold messages

 

[wayne079]

Hi OBT,

As its an NS700 I'm using the in built UM.

I've already got FXD configured in the UM Config - System Parameters - Parameters for the operator transfer sequence, the extension transfer sequence and the alternate extension transfer sequence.

In the Dialling Parameters/MSW Notification, the max you can set call transfer No answer time to is 60 seconds. Currently I have this set to 20 seconds so I know that this isn't being used.

But the recall is definitely being controlled by UM, as I can set the No answer re-direction time on Group 622 to a max of 1250 seconds and the same problem persists.

 

[wayne079]

Sorry I should say that's using a custom service on the in built UM.

 

[obtsystems]

What about the system recall timer. Have you pushed that out

 

[wayne079]

Hi OBT,

You got it.......What confused me was the recall timer in the UM settings. I thought this must be a new addition compared to the seperate

The manual under the setting for the UM describes setting this timeout longer than the timeout for Intercept destinations at the pbx or the pbx may take control of the recall. Seeing as you can only set this parameter to a max of 60 seconds its a bit of a red herring.

I think it would be better if they used this recall timer to recall calls from UM rather than the PBX as this affects un-screened transfers as well.

That has sorted the looping issue but I've had to advise that they shouldn't use un-screened transfers.

Still have the problem with the individual DDI cutting off the call into group 622 in 120 seconds.

 

[obtsystems]

The um recall timer only works if you leave the transfer as FX
And can be set to give the option to leave a message or call another extension
Where the system recall sending back the um will see it as a new call

On the ddi. Does something answer them as the 120 thing could be the phone company timing out. If this is the case you could have a queuing message kick in which will answer the ddi call and say sorry all agents are busy please hold and the call will be placed on hold

 

[edvy123]

Hi,
was just going by this post...
First during the ring in teh group if the caller disconnects.. does it gets disconnected if its a analog line?
second.. if i land this call in a group and play a message waiting which tells to leave a message , will i be able to leaave a message after ringing in the group say after 4 rings??

 

[obtsystems]

no 1/ only if the analogue line has cpc or reverse polarity to let the system know the call is gone

no 2/ if you intercept to voicemail after 20 seconds they will be put into the mailbox of the group number

if using SVM voicemail it will go to the mailbox of the phone first listed in the group