Setting the number of rings for the switchboard

[dgtrip]

I've inherited a terribly-documented phone system and I'm trying to figure out our Auto Attendant so that it works correctly. Not sure if I'm getting all of this lingo right but it sounds like we're on a Nortel MICS 5.0 system running Voice Mail 4.0. We've also got Prelude and Cinphony ACD.

Basically, when our business is closed our auto attendant answers and plays the correct message. However, after the message, a voice says "One moment please", and then rings about 13 times. I looked at the switchboard (extension 2100) when this happens, and the intercom button is lit up, and the screen says "5558675307>H2285" while it rings. When I look up extension 2285 in the **266855 login under Terminals & Sets, it's named VMAIL. After 13 rings or so, the GENERAL_DELIVERY mailbox (mailbox 1000) greeting plays.

The first thing I'm trying to figure out is why it's ringing 13 times. Where is that setting? If our business is closed, I would prefer the AA greeting to play, and then immediately go to the GENERAL_DELIVERY mailbox. Even during the day when the business is open, if I call and the receptionist does not answer, it takes about 13 rings for the Auto Attendant greeting to kick in.

Any ideas?

 

[allworxguy]

Two things in play

Call forward no answer on the reception phone is not set.

And

The transfer recall timer is set to its maximum of 12 rings.

So change one or the other.

To have it go to GDM immediately at night enable Do not Disturb on the reception phone when the office closes.

Marv

http://www.telemarv.ca

 

[dgtrip]

Thanks for the tips...

Call forward no answer on the reception set IS currently not set. What should it be set to? I tried to put it to the GENERAL_DELIVERY mailbox, which is mailbox 1000, but it doesn't accept "1" as the first digit. It only seems to take 2, 8 or 9 as the first digit.

I also can't for the life of me find the maximum rings setting. Where is it hiding?

Right now, with forward no answer set to none, enabling Do not Disturb on the reception phone still makes it ring for the caller, I'm guessing since it has nowhere to forward to. (even though it does eventually forward after a ton of rings).

 

[curlycord]

Press Feature 985
Note the DN on the display

Go back and change FNA to that DN # and set the ring count to what you want in same area of programming.


Marv... DND will only shutup the phone.




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curlycord

http://www.curlycord.com

 

[dgtrip]

Thanks curlycord, I now got it to forward to the general delivery voicemail after 4 rings!

Is there a way to actually forward it to the auto attendant first, instead of voicemail? If so how do I find that extension? Reason being that our ACD extension for customer service (2200) doesn't work from within a voicemail greeting. It only works from the auto attendant, and if our receptionist doesn't pick up we would like to give our customers the ability to dial directly to customer service.

 

[curlycord]

You tell Auto Attendant to answer the lines.

F983/AA/Lines/XXX/Answer Y or N and Ring count.
Set ring count to 2 rings if you have caller ID.

You may want to change the lines to Ring Only in config programming of the phone system.






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curlycord

http://www.curlycord.com

 

[curlycord]

I forgot, make sure to have AA answer fewer rings then the CFNA setting if any lines are programmed to ring at a set or all calls go to that sets vmail.

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curlycord

http://www.curlycord.com

 

[dgtrip]

I did a couple tests and something is just not working right. They want the rings relatively high during the day in case the receptionist stepped away she'll have time to come back and answer. We have a few POTS lines and an 800 number, all of which ring on the switchboard. Most calls come in through the 800 numbers. Here's the setup:

* Reception Extension 2100 set to Fwd No Answer to 2285 after 10 rings (2285 is what came up with Feature 985, it's our VMAIL)
* AA for the POTS lines is set to answer after 4 rings, table 1.
* AA for the 800 lines is set to answer after 9 rings, table 1.

TESTS:
1.) Called our main local POTS line number. Phone rang 4 times, AA answered correctly...I waited after the message played, phone rang again about 10 times more on the switchboard, then the switchboard stopped ringing but I still heard ringing on my test call. Eventually the switchboard started ringing again and the screen said "CALLBACK" or something like that? Just kept on ringing...

2.) Called our 800 line. It rang about 10 times at the switchboard, then did the same thing where it stopped ringing on the switchboard but my test call was still ringing. Never got to AA or to voicemail.

 

[curlycord]

Sounds like DRT and Transfer Call Back timers settings on the phone system, this happens when you have sets ringing too long.
Adjust the timers as needed such as 12 to beat the 10.

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curlycord

http://www.curlycord.com

 

[dgtrip]

Yeah, when I lower the number of rings it works better. Currently I have the AA to answer at 4 rings, and the 2100 extension to forward on no answer after 6 rings.

So the current (working) flow is: 4 rings > AA greeting > "One moment please" > 6 rings > General Delivery Voicemail
(Wish I could get that 6 rings down to nothing when coming directly from AA, but I can live with that!)

I also found those other 2 settings you mentioned.. Transfer Callback is set to 12, DRT delay is set to 4. Do those settings look OK if we wanted to go up to 9-10 rings? Not sure why it didn't work before with the longer rings.

Thanks so much for your help!

 

[curlycord]

DRT is the issue, set to highest.
When no answer the call DRT's to the prime set for that line....usually reception.


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curlycord

http://www.curlycord.com

 

[allworxguy]

Marv... DND will only shutup the phone.

Curly you're right. I meant to say use F984 call forwrd to voice mail.


Marv

http://www.telemarv.ca

 

[gtechjoe]

You may want to go to Feature 982 and turn the voice mail on during the day and turn it back on for night.