Voice Prompts Issue KXTA624 with TVS50...

[tthdoc]

I am revamping the phone system menus and found a problem I cannot figure out. Here is some background.

I have a extension 104 with a mailbox 104.
I have a extension 112 that is not associated with a phone, just mailbox 112.

I set up mailbox 104 with all 3 messages (no answer, busy, and after hours)
I set up mailbox 112 with just no answer and after hours.

The custom menu is set up so it transfers calls to extension 104 and mailbox 112.

I re-recorded voice prompts 417, 502,695,and 672 (user prompt 1).

Here is the problem.

If I call and dial an extension (112 or 104) I get the factory voice prompt (eg. prompt 502 - Sorry, no one is available to answer the call - in the factory lady voice)

If I go through the custom menu, when I press the number that transfers me to mailbox 112 - it plays the no answer message that I recorded.

If I go through the custom menu, when I press the number that transfers me to extension 104 and do not answer the extension, I get MY recorded prompts (eg 502 - Sorry, no one is available to answer the call- in my voice).

I cannot figure out 1. Why 104 is going to the prompts and not the messages I recorded (no answer, busy, after hours), and 2. Why if I dial the extension direct it appears to be using the system prompt even though I changed the prompts, and if I dial the extension direct and don't answer, why is it not going to the mailbox recorded messages instead of the system prompts?

I hope this makes sense.

Thanks,

DOC

 

[Trotski]

Check the COS settings on the Mailboxes, may be set for System prompt not User.

 

[tthdoc]

Just wanted to followup and close this thread. First, there were some settings set to system prompt so they were changed. As to the other issue, if when choosing an option that option goes directly to the mailbox without ringing first, then it would play the no answer or after hours message directly, and you CAN press * to return to the previous menu. If the option goes to an extension, and no one answers the extension, then it will go to the no answer or after hours message directly only if the auto attendant is turned off. In this situation, pressing the * key gives the goodbye message and hangs up. If you want the * option to go to the prior menu, then auto attendant must be on, but then instead of the no answer or after hours greeting, you must first enter 1 to leave a message throught the auto attendant, which then takes you to the no answer or after hours greeting. In this scenerio the * key will work. I hope that all made sense.

Doc

 

[Trotski]

I set these types of menus in Custom Service, it is easier to get it to do what you need.

 

[tthdoc]

Everything is set through custom menus...