Skillset Night Service Mode - Not Working

[adminkirk]

Hi all,

We have two skillsets that are not using the "Night" routing during night hours.

Skillset 1:
M-F, 08:00 through 18:00 for day routing
Sat and Sun, 23:59 to 00:00 for day routing

Skillset 2:
M-F, 08:00 through 19:00 for day routing
Sat and Sun, 23:59 to 00:00 for day routing

Last night I tested both after hours (around 8PM for both), and each continued to use the day routing. Night routing is no more than play a greeting and go to voicemail. Day routing is much more complex and would be frustrating to navigate if no one's in the office.

Does anyone have any ideas as to why this isn't working? Maybe an update broke something? To the best of my knowledge, it had worked previously and would be surprised if it didn't. We received our first complaint in 3 years last week about the night time routing.

Any ideas are greatly appreciated, thanks!

 

[cook1082]

Do you have the times on 24 hour and that will use the day, or is it set for day and night times?

 

[adminkirk]

Just double-checked to make sure, but none of the 24 hour check boxes are checked.

 

[gberger]

Maybe someone switched the mode from Auto to Day, check with F982 what's the mode set to.

 

[adminkirk]

F982 requests a password - where would this be set at? I'm not sure what the installation consultants would have set it to. Also, would resetting it have any other repercussions?

 

[gberger]

Try "operator" then you can change it with no effects by pressing 7.

 

[adminkirk]

Jackpot. They were both set to day. I take it that each "Mode" represents a skillset? I have 13 skillsets and saw up to Mode 13, so I'd image yes.

Fortunately the "Chng" option was available for those two, but for more than half of them, I don't have "Chng" or "View," only "Next." Why is that?

 

[gberger]

Correct, one for each skillset.Are you using all 13 skillsets?Are they all enabled? Are some using the 24 hrs mode? Few reasons why you can't change them all.