Setting Day/Night Autoattendants

[Maddog42]

This is in response to the rquest I receivd to set up a new thread. Hopefully this will make things easier.

Plese keep in mind I am new to the Avaya Phone system (or any phone system for that matter. Learning and understanding the terminology used in the manuals is one of the biggest problems I have)For example is it autoattendants I really want to set up?

With that in mind -

We need to set up our Avaya Partner phone system to respond to incoming calls as follows.

------------------------------------------
Day Mode -

Extension 10 (operator) rings up to 5 times.
On 5th ring, a message plays apologizing or something to that effect for no one being available and asking caller to leave a message(voice mail) at the tone.
The tone sounds and the caller leaves voice mail and hangs up.
This voice mail should be available to the operator at extension 10 as reflected by her phone's Message light.

Optional - an additional extension rings at same time as 10.


Night Mode -

Extension 10 rings 1 time.
On 2nd ring a message is played stating it is after hours and to leave a voice mail at the tone.
Tone sounds.
The caller leaves a voice mail.
Next AM the operator sees her message light and checks extension 10

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If you think it will be less confusing, feel free to tell me how to set up Day mode first and after I do that succesfully finish with Night mode. Any added comments explaining in layman terms what the steps are doing will be greatly appreciated.Maybe I can actually learn to program the system without help some day.

Thanks in advance for any help

 

[Westi]

you don't want an auto attendant you want a mailbox to answer the lines and you want it to be the mailbox for extension 10.
go into the programming at extension 10
feature 00 - left intercom button twice - #208 line number (2 digit) 10 , repeat this for all your lines, - #206 group 7 enter the line (again 2 digit) press 3 it will say VMS cover - #321 enter the ext 10 press 4 to have it ring 5 times during the day time - press #503 make sure there is no night service button assigned, if there is then press 2 to unassign as the night service button does nothing in this setup, press the left intercom once then the right intercom then 10 press an empty button (or the old night service button) press Feature 01 (DND) - press feature 00 to get out of programming.
when you call in then the mailbox of extension 10 will answer the lines at night you want it to answer faster so you press the DND button.

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[Maddog42]

Westi,

Thanks for the quick reply. I did as you said but nothing changed.

What our phone system does now when someone calls follows -
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ALL our extensions ring up to 4 times.
[We only want ext 10 and/or 11 to ring]

If no one answers, the system gives the caller a message that was recorded by us stating that no one is available to take the call and to leave a message at the tone.

A slight pause - one or two seconds

Another message is given stating "Your call is being transferred". [I believe this is an Avaya generated message and we don't want it.

ALL our extensions again ring 4 times. [ We do not want this]

Again another message is given stating "Your party is not available, please leave a message after the tone." [We don't want this either]

a TONE immediately follows last message and finally allowing caller to leave voice mail at EXT. 10.
-------------------------------------------------
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Again, here's how we want it to work if possible.
-------------------------------------------------

Day Mode -

Only extension 10 (receptionist) rings up to 5 times.
On 5th ring, if no one answers, a message (recorded by us) plays apologizing or something to that effect for no one being available and asking caller to leave a message(voice mail) at the tone.
The tone sounds and the caller leaves voice mail and hangs up.


Optional - an additional extension rings at same time as 10.


Night Mode/Weekends - [Set at ext 10 by last person to leave office.]

Extension 10 rings 1 time.

On 2nd ring a message (recorded by us) is played stating
"This is ***, our hours are ..... and no one is here to take your call. You may leave a message at the tone." or something similar that we record.

Tone sounds.

The caller leaves a voice mail.

Next AM or Monday the operator sees her message light lit and checks extension 10 voice mail

--------------------------------------

Hope this helps. Again Thanks for your help.

Fred

 

[Dexman]

Can you tell us which Partner processor you have? It could be a Partner, Partner Plus, Partner II or Partner ACS.

I'll assume you have a Partner ACS.

You can set the line ringing for each extension to "Immediate, Delayed or No".

http://support.avaya.com/elmodocs2/partner_acs/r7/456803_6.pdf

Take a look at pages 173 & 174/466.

Use this to silence any extensions that are not supposed to ring on incoming calls.

If it ain't broke, I haven't fixed it yet.

 

[Westi]

if you get two messages then you don't have the #206 set to VMS cover for the lines because if you do then only the mailbox that is specified in #208 will pick up the line when it rings. Verify that these settings are correct.

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[Maddog42]

Grrrr..

Hi and Thx All,

Firstly, our system is a Partner ACS R5.0 C01

Westi, I double checked the #206 settings. They are currently...

Group Call Distrib 7 L01
3 VMS Line Cover

Group Call Distrib 7 L02
1 Assigned

Group Call Distrib 7 L03
1 Assigned

Then I checked the #208 settings. They are ....

Line coverage Ext. L01
Data 10

Line coverage Ext. L02
Data 10

Line coverage Ext. L03
Data 10

up thru L05, past that Data is null

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Note, we have three (3) phone lines from Cox going into the Partner ACS.

I tried assigning VMS cover to all three lines per Westi but what happen was...

The phone rang 4 times
I was asked to enter a password.

Not too good for our callers so I set it back to how I showed it above. That is - L01 VMS Cover, L02 Assigned, L03 Assigned

and now it is working like originally described at start of threa

 

[Westi]

did you assign the VMS cover to the extension (#310) that is the only thing I could think of and also make sure that it has a mailbox created.
What type of voicemail do you have hooked up on this?
Partner voice messaging (PC card) or Partner Messaging (full module)

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[ken1713]

Make sure your voice mail ports are not assigned in #310. If this is a partner mail rel. 5 its the last port in the card, if its a partner messaging its the first ports in the card.

 

[Maddog42]

Thanx for hanging in here with me. Had to take time off for the Holidays but now I'm back. Unfortunately so is everyone else so I can't play with the phone too much right now.

But if it helps there are two PC cards installed in our system.

Slot 1 has an
Avaya Partner
Remote Access PC Card
remote access, upgrade, backup/restore

Slot 2 has an
Avaya Partner
Voice Messaging PC Card

I wasn't able to tell from the cards what revision level they were.
-----------
I also was able to check #310 and as I stepped through using the NEXT ITEM key all extensions 10-33 showed up as "2 Not assigned". I did not go any further than 33 though I probably could have.
----------
I am confused by Westi's and Ken's advices. Namely,

Westi - By extensions, do you mean our phone extensions(in our case 10 - 15 are in use). I am sure voice mail is hooked up on these extensions because our receptionist can xfer calls to each ext's mailbox.


Ken - You mention ports and Westi mentions extensions..What is the difference. I see in the in the Partner VMS PC Card install manual where systems specifications refers to
- 2 voice channels (ports) - assigned extensions 78 and 79

and later

#505 Assigns VMS extensions 78 and 79 to Hunt Group 7.

Does this mean when I do #310 I have to check all extensions up to 79 to make sure they are not assigned to VMS Cover?


Both ------
As you can see I am not familiar with telephony terminology. But I am trying to learn. Is there a better way to do this,
where I can start with a small step and add to it as we verify each step is OK.

As long as the ability to have people call in is OK and our receptionist can xfer them to voice mail or they xfer automatically to it we are OK to try to system more sophisticated.

 

[Dexman]

It seems that the application is requiring extension #10's mailbox have 2 greetings (1 for day and 1 for night). There really isn't an auto attendant function being specified per-se'.

If it ain't broke, I haven't fixed it yet.

 

[allisland]

1- It looks like all your CO lines are assigned to ext 10, so go into #206 and assign all your lines as voice mail cover.
2-Go into #310 and assign any ext with a mail box to a 1
3-Go into central programming and go thru each ext and turn off ringing for all lines but Ext's 10 and 11
4-You have a PC mail it only has one recording for day and night, but if set up as above your not using it any way.
so on ext 10 record a generic message for both day and night use and set #321 (ext10)for 5 rings for day, and give ext 10 a DND button for night as someone suggested above, it will go directly to ext's 10 message.
This should work for you

 

[allisland]

Sorry fast finger---also make sure that your lines are all assigned to ext 10 under #208.
And with the PC mail the only Exts that should be assigned to a 1 under #505 grp 7

 

[Westi]

allisland has really fast fingers
I finish the sentence for him
PC mail the only Exts that should be assigned to a 1 under #505 grp 7 are extensions 78 and 79

also I read that you have extension 10 not assigned in #310, that needs to be in otherwise the calls to 10 will not get sent to teh voicemail

Joe W.

FHandw., ACS

If you can't be good, be good at it!