overflow to a customer service NS700

[azrael2000]

Hi All.

I think I am being bone headed concerning this, but I've looked through every manual I have for the NS700, and the UM, and I am still having issues.

I am setting up a system for a customer so that during the work day, when you call, the call goes to the receptionist. Works good.

If I don't pick up, I get the standard mailbox greeting for the receptionist. Works good v2.0

In the UM, I have created the Custom Service so that calls can be routed by press the magic number... 1 for Fred, 2 for Wilma, and so on.

I am trying to set things up so that if you call in, and the receptionist doesn't pick up, after 24 seconds the call goes to the Auto Attendant.

I know that I have to use another group, 602 as an example, but I can't seem to get the right syntax for the call... that is how do I identify the custom service I want to go to?

If anyone has a step by step, I'd appreciate it.

Regards

 

[obtsystems]

you can do that by having the call ring a group without a mailbox and intercept to the um
set the um group in the ddi/dil settings and set up the um service group for what custom service you are using

It should send the call to the AA when intercept timer of 10,20,30 etc seconds pass

 

[azrael2000]

Hi obtsystems.

Thanks for the response.

You have pointed out my inadequacies.

This is what I am doing now.

1)

ICD Group 601 goes to the phones required.​

2)

In the overflow fields, I send it to ICD group 602.​

3)

ICD Group 602 goes to the voicemail. Extension 500 in my case.​

4)

The Custom Service group I am using has the first block as CS7.​

I can't get it to forward to the AA (mind I haven't done any recordings, but that is because the last time I put in a test recording, everyone started cursing me because they didn't want it done. All they had to do was record over it, but I digress somewhat).

I would expect on the phones (when I am calling in to show a transfer to the CS. Right now it just goes to the mailbox for the receptionist.

I have no idea what I am missing and even after going to the Panasonic forum, I still can't see what I am missing. An incorrectly set timer??

Regards

 

[obtsystems]

if you have the group 601 overflowing to 602 then 602 is going to voicemail, it will go to the voicemail of 601 if setup.

the ports have to be set up as AA ports and the intercept to 500 should come from a group that has no voice mail

If you have set your group as cs7 have you setup cs7, in custom services, it will add them from 1 to 7 as you drag them to the cs board

1 is there by default as day and cs 2 for night, default action is gdm mailbox if no dtmf is entered so you may be better off doing a recording for testing

 

[azrael2000]

Hi obtsystems.
As per your questions, my responses are in bold face below.

if you have the group 601 overflowing to 602 then 602 is going to voicemail, it will go to the voicemail of 601 if setup.

This is what is happening. So I know I am doing something wrong.

the ports have to be set up as AA ports and the intercept to 500 should come from a group that has no voice mail

I did remove the ICD 601 voicemail earlier, but I will check again and advise. How do you set up a port as an auto attendant port. I saw the entry that says which CS to use, so I set that to 7.

If you have set your group as cs7 have you setup cs7, in custom services, it will add them from 1 to 7 as you drag them to the cs board

I used the existing CS items as Day, Afternoon, and Evening, then because the user wanted multi-language options, I created another entry, which turned into 7 (next unused number) to allow the user to choose which language they wanted.

1 is there by default as day and cs 2 for night, default action is gdm mailbox if no dtmf is entered so you may be better off doing a recording for testing.

I'll try this as well, though the last time I did something like that for testing, I got chewed out by the Engineer for doing it. (sigh)

If you have a set of screenshots, showing what you did, and can post to me, that would really be helpful. I ask for help from the people who know here, but I don't get responses. (Maybe they think I'm dumb... Ida know...(grin)



Regards

 

[obtsystems]

So what is happening now. What mailbox are you ending up in

Have you a dfsys file you can send so I can see what is setup

 

[azrael2000]

Hi obtsystems:

What happens now is as follows:

A call comes in, and rings the line appearing on the receptionist's telephone (yes the lines appear. I try to get them to use a pbx as a pbx but customers are stuck in the 'This is the way it was, so this is the way I want it now' mode.

After 4 rings, the call is picked up by the receptionist's mailbox.

When I call the group I want to overflow to the auto attendant, the call just rings and rings (as I have no mailbox for it).

I can try and send you the dfsys tomorrow (as I am not at work now).

Regards

 

[FTPMmike]

If you IRNA the call to 500, and there is no mailbox for that extension/group, then the caller will hear CS1. I don't believe you can ever change this behaviour - CS1 is the "well, there's nothing else to play" decision.

So if you want a call to go to an extension/group, and then fail-over to a CS group, then that CS group has to be CS1, and the extension/group has to have 500 as either the overflow destination (IRNA method) or the FWD destination (FWD/DND method).

(Note: This means that the extension/group can NOT have their own mailbox.)

 

[obtsystems]

FTPMmike, you can send it to whatever cs you want if you set the um group on the icd group and assign the cs to that group in the voicemail system