Some Help Please!! Avaya Partner System Euro18D 1

[arizonaroofing]

I have searched everywhere for manuals, YouTube videos, and I can't find anything on how to set up an Automated Attendant Service. I really need this set up for our business and can't figure out how it is done. I have figured out caller ID log, Voice mail, and I kind of understand these things but they are a completely different language! What I have is the Avaya Partner system and Lucent Euro 18D model phones (p acs r4.0 c01) I was told this is possible to set up with what I have. Please help. Thank you!

 

[TouchToneTommy]

I have searched everywhere for manuals, YouTube videos, and I can't find anything on how to replace my roof.

(Just kidding, for such an important part of your business, you might want to find a local, experienced technician to set it up for you)

Be that as it may, what kind of voice mail system do you have connected to your Partner ACS, (EXACTLY what do you hear when you press Intercom and dial 777)

Do you want the calls answered by the auto attendant immediately, or do you want it to be your backup if you can't answer live?

Do you want a backup during business hours, but immediate after hours?

What kind of options do you want to give to your callers?

It's not so cut and dried - put some thought into it and get back to us.

 

[arizonaroofing]

When I enter Intercom 777 this is what i hear "Please Enter extension and pound sign" (10#) "Enter Password and pound sign" (password) That brings me directly to voice mail...

I want calls to be answered by the auto attendant immediately.
After hours I want a backup (but would like an option to have them press something for emergency to contact me immediately)
I want options that when they call they hear " if you know your parties extension please Dial it now, if not please listen to the following options...press 1 to request a free estimate. Press 2 to speak with a roofing specialist. Press 3 to speak with manager. Press 0 to speak with operator." It's pretty simple what we need. Thanks for your help.

 

[TouchToneTommy]

You actually hear something BEFORE you hear "Please enter extension number and #" - you hear "Welcome to....."

Partner Mail
Partner Mail VS
Partner Messaging
Partner Voice Messaging

Which one will determine exactly what you can do.

I want calls to be answered by the auto attendant immediately.
After hours I want a backup (but would like an option to have them press something for emergency to contact me immediately)

OK, you confused me. You want calls to be answered immediately or you want them answered after a delay as a backup? Emergency contact is possible depending on which voice mail system you have.

So, during office hours, would you like the phones to ring 4 times, and if you don't answer have the Auto Attendant answer? Or do you want the phones to be silent, have the Auto Attendant answer first, and the phones rings when the caller selects an extension. Do you want a different scenario after office hours.

I want options that when they call they hear " if you know your parties extension please Dial it now, if not please listen to the following options...press 1 to request a free estimate. Press 2 to speak with a roofing specialist. Press 3 to speak with manager. Press 0 to speak with operator."

Remember that your extension numbers all start with a 1 (10, 11, 12, etc.) and possibly a 2 and a 3, depending on your highest extension number. You can't have an overlap, so if your highest extension number is 19, you'd have to have "Press 2 for an estimate, 3 for a roofing specialist, 4 for a manager....". If you might grow and have extensions in the 20's, then bump everything up one more notch. Or, start at 9 and work backwards.

 

[arizonaroofing]

I wish I did hear something before "Please enter extension number and #" But that's what it says as soon as I hit intercom 777.


"Or do you want the phones to be silent, have the Auto Attendant answer first, and the phones rings when the caller selects an extension. Do you want a different scenario after office hours."

Yes this is exactly what I want, that you stated above.

My highest extension number is 15. We used to have over 25 but we split offices...

I don't know if that helps you understand my situation better...

 

[TouchToneTommy]

Well, it helps a bit.

I still don't know which voice mail you are using, perhaps it is not an Avaya product at all, in which case help may or may not be possible.

You would program the phones to No Ring, except at least one should be set to Delayed Ring, in case the voice mail dies or all ports are in use, incoming calls will eventually ring.

The lines are assigned to be answered by the Auto Attendant through program #206-7, the number of rings before answering through #506 (if you have Caller ID, set it to 2 rings, otherwise 0 rings is fine).

Then when you set up the auto attendant selector codes, set 1 to Direct Extension Transfer (so it hears 1, and waits for a 2nd digit to figure out which extension number the caller wants), set 2 to the extension for whomever gives out the free estimates, 3 to the extension of your roofing specialist, and 4 to your manager's extension. 0 usually rings Ext. 10.

If your voice mail gives you the option of different Day and Night messages, you could set up a selector code at night to transfer to an extension that is forwarded to your cell phone, or go to a mailbox that would take a message and then call you on your cell phone to listen to the message. Again, different options depending on which voice mail system you have.

You would need a Night Service button to toggle between Day and Night modes, unless you have a weekly business schedule to do it for you.

 

[arizonaroofing]

hmm, my system on the wall says avaya but the Voicemail card in it says Lucent. I don't know if that makes a difference at all?

 

[Dexman]

Is it possible for a picture or two of the control unit to be posted?


I "FEATURE 00

 

[arizonaroofing]

sorry for the wait, yes I can add pictures of what we have. Thanks for your help!

 

[arizonaroofing]

..

 

[phoneguyjr]

That would be a Partner Voice Messaging. The others here on the forum will help a lot with programming it but I can provide a link to a manual for you.

http://support.avaya.com/css/Products/P0170/Administration & System Programming

 

[Dexman]

Verify which extensions are assigned to Hunt Group #7. For the Partner Voice Messaging, the only extensions that should be in there are 78 & 79.

I "FEATURE 00

 

[TouchToneTommy]

You've got one of the first ones manufactured - so old that you probably don't enter your extension number, but your mailbox number (1 to 4).

So you're very limited. You want to program your lines to go the Automated Attendant, on either 0 or 2 rings, set your phones to delayed ring, so you don't hear the initial ring, assign the 4 mailboxes to the extensions that need them, and since you don't have separate messages for Day and Night, you need to tailor your greeting to cover both situations.

Grab a Partner ACS manual while you're at the link for Avaya support.

To program the phone system, do it from Ext. 10 or 11.

Feature 00, Left Intercom button Twice will get you into programming mode.

Dial #206-7-01-1, #206-7-02-1, #206-7-03-1, #206-7-04-1 to assign the lines to be answered by the Auto Attendant.

Dial #506-1-01-2, #506-1-02-2, #506-1-03-2, #506-1-04-2, #506-2-01-2, #506-2-02-2, #506-2-03-2, #506-2-04-2 to set it to 2 rings before answering (so that you can capture incoming Caller ID)

Press the Right Hand Intercom button once, dial 10 (for Ext. 10), for each of the lines that are lit up solid green, press them once to toggle to Delayed Ring.

Press the Right Hand Intercom button once again, dial 11 for Ext. 11, do the same, then do it for 12, 13, and 14.

Press Feature 00 to exit.


Press Intercom and dial 777. When VM answers, dial 0 and the password for the System Admin mailbox. Press 3 for the Automated Attendant greeting, 1 to record a new one. Wait for the tone, say something like "Thank you for calling Arizona Roofing, our regular office hours are 8am to 6pm. If you know your party's extension number, please enter it now. Press 2 to request a free estimate, press 3 to speak with a roofing specialist, press 4 to speak with the manager, or pess 0 to speak with operator."

Finally, listen to the options for setting the "Selector Codes", and set 2, 3, and 4 to transfer to the correct extensions.

There is no emergency afterhours options available to you here, as you don't have a different night time message, you don't have outcalling to a cell phone, and the R4 ACS does not have Remote Call Forward.

 

[TheCardMan]

The Messaging PC Card supports Auto Attendant? I thought it only supports basic mailboxes and limited amount of storage.

 

[arizonaroofing]

Now My voice-mail will no longer work! We had a storm on Sunday and the power cut off. For some reason (even though the batteries in the unit are new) it completely cut off and now when the phone rings it goes directly to voice-mail unless I pull the card out of the avaya unit on the wall... One thing after another I guess

 

[TouchToneTommy]

#505-7-78-1, #505-7-79-1

 

[arizonaroofing]

OK here is where I am now. I got the voice-mail back up but when I call it rings 3 times then I hear what sounds like someone acidently recording themselves then it says that I will be transferred and then I go to the actual recorded voice-mail message.

"Press Intercom and dial 777. When VM answers, dial 0 and the password for the System Admin mailbox. Press 3 for the Automated Attendant greeting, 1 to record a new one."

when I press intercom and dial 777 it will not let me dial 0 just the extension then then the password then the voice-mail system. option 3 says it is to change the greeting, that isn't the auto attendant is it? Thanks for your help... again

 

[arizonaroofing]

So I assume after it rings 3 times and it has the sound of someone talking is supposed to be the auto-attendant, when I call and dial each extension it goes to that specific phone so I know that it has to be set up, I just can't find the menu to change it. I hope that makes it easier to understand

 

[Dexman]

The "prompt" is, indeed, the Auto Attendant greeting. When you log into the Partner Voice Messaging as the Admin, what choices does it give you?

I "FEATURE 00

 

[arizonaroofing]

when I dial intercom 777 it rings then says "please extension and # sign" 10 "Enter password and # sign" password "you have one old message" "to get messages press 2, to administer your personal greeting press 3, to change your password press 5"