Week Planner without VM Pro

[rduran08]

I´m trying to plan the company business hours, holidays, and so on in orden to apply different AA. I have embedded voicemail, and I configured it like this:

- First I created different time profiles:
- Winter business hours
- Winter out of office
- Summer business hours
- Summer out of office
- Holidays

- Second, I created different AA
- AA business hours (Welcome, we attend you ...)
- AA winter out of hours (saying business hours...)
- AA summer out of hours (saying business hours ...)
- AA holidays (today is a holiday, and we are closed ...)

- Third, I created an incoming call route, with multiple destinations:

Time profile Destination
--------------- --------------
Default Main HuntGroup
Summer out of hours AA summer out of hours
Summer business hours AA business hours
Winter out of hours AA winter out of hours
Winter business hours AA business hours
Holidays AA holidays

It seems to work, but I have some issues, and sometimes I heard an incorrect AA.

I have read this, and IPO Knowledgebase:

For a time profile with multiple entries, for example a week pattern and some calendar entries, the profile is valid when any entry is valid.

http://marketingtools.avaya.com/kno...s/manager/index.htm?html_icr_destinations.htm

So, it doesn´t work. A profile should be valid if all the entries are valid.

How can I resolve this situation?
Thank you very much for your help.

 

[amriddle01]

Emnedded can't cope with too much complexity with time profiles etc, that's why VM Pro tends to be used for such scenarios. As stated in the knowledge base it will go with any match as oppose to matching two things that you need it to do

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

 

[rduran08]

Thanks amriddle01,

I understand that it´s better the VM PRO, but I want to discard all the possibilies, and try to configure it with Embedded Voicemail.

Do you think that it isn´t possible?

Regards,

 

[amriddle01]

You could probaby achieve it using a combination of Incoming call routes and huntgroups and time profiles assigned to both, e.g the Incoming call route determines if it's Summer/Winter and sends it to the associated group which then uses a time profile for out of hours and busines hours you could then have a user forwarding to the attendants required. A bit of work and awkward to manage but it is possible

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

 

[intrigrant]

In incoming call route the checks on the timeprofiles is from bottom up, the first match found will be executed.

If you want to know where it goes wrong then run monitor and see what comes in and which route is taken.
Then you know which time pro(fail) is the problem.

 

[hairlessupportmonkey]

Use your time profiles on your ICR then it will be OK

just remember your time profile on the ICR is in reverse to that of a TP on a HG.

e.g

Default ICR with no time = Night HG
ICR with Day TP = Main HG

etc.

the rules are read from top to bottom.

 

[rduran08]

Hello,
I think I have found the problem, but I am not totally sure.
I think that the issue was at the time profile:

At time profile, I combined recurring time entry and calendar time entry, so if one of them was true, all time profile was true.

So, I configured, for example, at bussiness hours:
- monday to thursday -> 8:00 to 13:30
- monday to thursday -> 15:00 to 18:30
- friday -> 8:30 - 14:30
- from 1st June to 30th June, any time

This is wrong, I know it. I wanted to say: "if it´s June AND also these hours, then profile Business hours".

Now, I have only configured calendar time entry.
- selecting all days in June from monday to thursday -> 8:00 to 13:30
- selecting all days in June from monday to thursday -> 15:00 to 18:30
- selecting all fridays at June -> 8:30 - 14:30

I think that it´s correct by now, but not a good solution, because IP Office only allows to configure present and next year, so at 2012 I will have to configure all the time profiles again.

I will test it during some days, in order to know if the configuration is ok.

If any of you have a better idea, all the help is nice!

Thanks and regards,

 

[tlpeter]

If any of you have a better idea, all the help is nice!

VMpro is a better idea


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

 

[rduran08]

Yes, I have to test it, but I am trying to solution it without extra licenses.

Thanks,

 

[Pepp77]

Why are you doing it by dates, cant you do it by days only, ie, set up as above but dont worry about whether its June or not.

To do this you choose the Add Recurring rather than Add date option.

Then you create a date specific one for things like bank holidays and add this to the bottom of the ICR list.

 

[rduran08]

Thanks, Pepp77

I am configuring it by dates because we have summer hours, so it´s different 17:00 in March than 17:00 in July.

If I could use "if July AND 17:00" -> out of hours
"if March AND 17:00" -> business hours

That would be perfect.
But I have to choose, and recurring option isn´t enough.

Regards,

 

[hairlessupportmonkey]

You can use recurring dates?

e.g - TP called Summer Time
Select all the days within the months you want. hold down Shift to bulk select days and then double click and "Set Dates" and also set your Start and end times. e.g 0900 -> 1830
The create another profile and call it Winter Time.
Do the same for your winter months selecting the Open times required as well e.g 0900 -> 1730

the apply this to your ICR

the only downside is you can only push this out for 2 years and its a lot of pissing about.

 

[rduran08]

Thanks hairlessupportmonkey,

I agree with you, I think that this is a good configuration, but it needs a support.
I am testing it, but it would work.

Every two years, we have to reconfigure the time profiles.

Regards,

 

[hairlessupportmonkey]

keeps you busy as a support engineer!