Octel Serenade Greeting and Night Issues

[jackmann]

I'm working with an Octel Serenade (200- I think). I have 2 issues- wrong greeting plays at night at wrong time on weekends, and how to record holiday greeting.
The wrong greeting is playing on holidays. Customer wants night greeting to play on holidays, since we don't know how to record greetings for holidays. Night greeting comes on at 6pm every day (7 days), but customer wants it changed to 4pm on weekends. I think this is controlled by the telephone system-Toshiba CTX, but am not sure.

1. What controls the night greeting time and how can I change the time it begins to play on weekends?
2. How can I get Night greeting to play during holidays?
3.How can I record holiday greetings?


Here's some additional details-
Schedule 511 has correct times and days. I believe that info 511 and 512 controls COS 511 which has 700 listed as the intercept mbx. When I call the system, 700 plays day greeting, so does 701. 703 plays night greeting. 704 is not available, but when you call holidays it plays "extension 704 is not available". I don't see 704 in any cos or info tables.

 

[doktor]

Very good description of your issue!

I need you to log on and write @L F
This will give us the software level.
Before you post it here, just remove the costumers name and the serial number from the print out.

Then I need the:
.L PROF
for the COS you are working with.
The .L PROF gives us the COS, INFO and SCHedule tables.
Also the .l hol (holidays) would be nice.

Please post your printouts here.


///doktor

 

[jackmann]

Here it is-



SYSTEM SOFTWARE RELEASE S.4.1.0-2 (01/26/01) ----------------
MON 04/20 13:14:13 2009 x ID:x S/N:x PBX:53

MODEL TYPE: OCTEL OVERTURE 200
SERIAL NUMBER: x
FEATURE PACKAGES:
SW-40001 SW-40003 SW-40004 SW-40007 SW-40015 SW-40019 SW-40023 SW-40031

SW-40034 SW-40047 SW-40049 SW-40052 SW-40053
--------------------------------------------------------------
Authorized Used Unused Installed
---------------------------------------------------
Ports : Analog -- 0 0 0
Fax -- 0 0 0
DSP 12 12 0 16
PIC 0 0 0 0

MBXs : Voice 200 93 107 5000
Non-Voice 4907 176 4731 5000
VMB 200 0 200 5000
Fax 200 0 200 5000

Storage : Hours 535 4 338 342
--------------------------------------------------------------

MAXIMUM NUMBER OF DRIVES: 3
MAXIMUM NUMBER OF PORTS: 64
MAXIMUM NUMBER OF SCHEDULE TABLE ENTRIES: 8
NUMBER OF LANGUAGES: 1




.L PROF
COS:511
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -


COS 511 (PORT/TRUNK COS)
ATTRIBUTE
27 After GREETING plays, go to NEXT GREETING or MAILBOX.
68 This PORT is DTMF integrated.

COS 511 (PORT/TRUNK COS)
1 PDL/GRP LST INDEX VALUE NONE
3 PURGE SAVED(ARCHIVED) msgs older than (days) 0
4 PURGE NEW msgs older than (days) 0
5 SECURITY CODE change interval (days) NONE
6 CALL FORWARD PROMPT LANGUAGES: NONE
8 NETWORK PREFIX NONE
9 ACI: Caller Prompting LEVEL FULL


SCHEDULE TABLES:
SCHEDULE FOR COS 511 (PORT/TRUNK COS)

PERIOD DAYS START STOP INFO TABLE#
1 -MTWTFS 09:00 12:00 512
2 -MTWTFS 12:01 18:00 511
3 ------- HOL 00:00 23:59 512
4 S------ 10:00 12:00 512
5 S------ 12:01 16:00 511
DEFAULT . . . . . . . . . . . . . . . . . 509

INFORMATION TABLES:


INFORMATION TABLE 509 511 512
1. INTERCEPT MAILBOX 700 700 700
2. COMPANY GREETING MBX 705 705 705
4. MAX DIGIT FOR MENU 1 1 1
5. PREFIX DIGS FOR MENU 41 41 41
6. PRE EXTENSION DIGITS NONE NONE NONE
*7. RINGS BEFORE NO ANS 3 3 3
*9. TIMES TO RETRY ON BUSY NONE NONE NONE
*10. USE ALT TRANSFER CODES NO NO NO
18. NEXT MAILBOX 703 701 701
26. AUTOTRANSFER TO ASSIST NO NO NO
27. MSG WITH AUTO TRANSFER NO NO NO
29. LANGUAGE NONE NONE NONE
34. LOGIN FAILURE XFER MBX NONE NONE 5 NONE


I am guessing on a few things. Day greeting plays on mbx 700 and 701. 705 does not exist.
also-The greetings work in conjuction with the telephone switch as far as what time night mode is. But since the phone swich is a Toshiba CTX, could there be integration issues?

 

[doktor]

You are right the VoiCe Mail server is an OCTEL/Serenade 200. I will check your settings and return with comments.



///doktor

 

[doktor]

You can check this link, also:

http://www.kandu.dk/spg97163.aspx

///doktor

 

[doktor]

If you could check your Holidays Table by .L HOL, then if the holiday are variable, as e.g. Easter, they need to be updated every year.
To add a holiday: .A HOL
To delete a holiday: .D HOL
List of holidays: .L HOL

I will return with the rest...

///doktor

 

[doktor]

From your printout I can see that you use INFO table
512 from Moday to Saturdays 09:00 to 12:00, and INFO table 511 from Moday to Saturdays 12:01 to 18:00.
Also the Holidays use INFO table 512, as well as Sundays 10:00 to 12:00. On Sundays INFO table 511 is used in the time period 12:01 to 16:00. The rest of the time INFO table 509 is used.

PERIOD DAYS START STOP INFO TABLE#
1 -MTWTFS 09:00 12:00 512
2 -MTWTFS 12:01 18:00 511
3 ------- HOL 00:00 23:59 512
4 S------ 10:00 12:00 512
5 S------ 12:01 16:00 511
DEFAULT . . . . . . . . . . . . . . . . . 509

I will late go through the rest, but it seems to be possible to press 1 (maybe for the Operator). This will transfer the call to ext. 411.
Check this one:
4. MAX DIGIT FOR MENU 1
5. PREFIX DIGS FOR MENU 41

MessageCenter or Operator in general is 700 (intercept mailbox).
More info to come...




///doktor

 

[doktor]

The general Company Greeting is 705, and this greeting could very well be empty, just transferiing the caller to the next mailbox in the INDEX#18 of the actual INFO table.

INFORMATION TABLE number 511 gives the greeting in NEXT MAILBOX 703. (This refers to working days before noon - A.M.).
INFORMATION TABLE number 512 gives the greeting in NEXT MAILBOX 701.(This refers to working days afternoon - P.M.).

INFORMATION TABLE number 509 gives the greeting in NEXT MAILBOX 701. (This refers to off duty days and holidays).

I would change all this a bit - just need to think a bit..

Please also post the @L H -> alarm logg to see if you have integration troubles.





///doktor

 

[jackmann]

Thanks for your help. I did get the holiday greeting going. The customer wanted to use the night greeting for a holiday greeting. So I know mbx 703 has that greeting so I set up a new info table 508 with attributes 2 and 18 assigning 703 as the greeting mbx and next mbx. It worls fine.
I still have basic questions the way this is set up-
- why does sched 511 have info 511 and 512 when they both use the same greeting?
- Why are they both set up to use 705 as the greeting mbx when that mbx is not working?I understand that 705 can forward to the next mbx 701, but is next mbx defined as a night service?

 

[doktor]

Now, to your questions...
Q:
1. What controls the night greeting time and how can I change the time it begins to play on weekends?
A:
The schedule table (.L SCH) controls the day and night greetings. Modify by ".M SCH" the week days and hours where it should be active (Start time and End time).
Q:
2. How can I get Night greeting to play during holidays?
A:
With ".M SCH" you can change the schedule, so it takes the same INFO table at night (DEFAULT -> INFO table 509) and HOL (holidays -> INFO table 512).
A:
3.How can I record holiday greetings?
Q:
Recordings are made by calling the system hunt group and pressing #+mailbox+password. Then press 5 to record.
Holiday greetings are in mailbox 701. (Next Mailbox for INFO table 512.

in the next chapter, I will go through "todays" questions..



///doktor

 

[doktor]

Here we are again...

Q:
- why does sched 511 have info 511 and 512 when they both use the same greeting?
A:
The SCH (schedule) is connected to the COS (Class Of Service) for the mailbox user. So COS X has always SCH X connected. Any INFO table number can be connected the the COS/SCH.

Q:
- Why are they both set up to use 705 as the greeting mbx when that mbx is not working?I understand that 705 can forward to the next mbx 701, but is next mbx defined as a night service?
A:
The 705 is the Company Greeting. We often leave this empty, so the customer can record an emergency message to be heard before the "real" company greeting in NEXT MAILBOX (INDEX 18 of the actual INFO table).
So, when you call in you get a small delay (i.e. MB 705) and then you hear the greeting of MB 701 /703.
You can change the INFO table by .M INFO and list by .L INFO.
Let me know if you have further questions...


///doktor

 

[doktor]

You could run a report to check to greetings on the different mailboxes. Just do a L R 8 from the @-prompt.
You will get info about the greeting and the number of messages in the mailboxes. So, @L R (1-8) is a good tool.

///doktor

 

[jackmann]

Thanks very much for answering all these questions. Now I have a good basis for understanding the greetings on this system.

jjimm