Exception to Night Service for specific extension?

[sgtrauksauff]

The system:
Voice: Definity G3v11.
Messaging: Intuity Audix LX R1.0

The background:
Recently, different locations of our company decided to consolidate one department to a central call center, that has different hours of operation than our office (open earlier and later.)

This may just be a whole convoluted way to do a simple thing:
One extension (with port X), has a coverage path with point r1, which is the 800 number for the call center. So, the attendant transfers calls for this department to that extension, and the caller's in the call center queue.

However, it seems that when Night Service is turned on at the console, rather than moving to the r1 number, the call tries to go to voice mail for that extension. There is no vm set up for that extension, since a caller never 'lands' in our system.

Is there a way to make an exception to night service for particular extensions?

Or, is this something I need to do in the Audix system, maybe some routing or somthing?

Thanks much!

 

[DAVIDPAYNE]

Is there a reason why the operator takes the call?
Are the calls to the operator on your main number or another number?

Have you looked a using a VDN and vector instead of the x-ported station?

 

[sgtrauksauff]

Calls to the operator are on our main number, yes. During business hours, the operator takes all calls, and forwards them to where they need to be. I think they set the system up that way originally because they wanted to have a live person talk to callers. However, they've asked about setting up an automated attendant, so that will probably happen at some point in the next few weeks.

I have not looked into a VDN vector yet, as I've never worked with them, but I think I'll od a bit of research, as it sounds more efficient.

thanks!

 

[sgtrauksauff]

Well, I made this vector:
01 route-to number 91800xxxxxxx with cov n if unconditionally.

Then, I removed the x-port extension, and created a VDN with that extension.

Attendant vectoring: n
COR: 1 (800,877,local)
TN: 1 (we don't use tenant numbers at all, as far as I can tell.
Measured: none

Still won't quite work. Works fine until Night Service gets turned on.

I just can't figure out what I'm missing...

 

[DAVIDPAYNE]

Once you turn on the night service, it will go to the night service destination. What you may want to look at doing is changing inbound number to have it go to a VDN, and in that vector, have it go to the operator during normal hours, and call center out of hours.

 

[DAVIDPAYNE]

Or, you could also change the Night Service destination to your VDN you created early.

 

[sgtrauksauff]

Can this be done for ONLY this one VDN, and leave the rest of the night service as is?

right now, on night service, a caller will call the main number, and given the choice to enter a few different extensions. some of those ring through to the desks that still have people there, and if not answered will leave a voicemail. This particular extension (VDN) is "Not Defined" so goes right back to the main voice prompt again.

**update**
While I was typing this, I got a call to at least make a voicemail on our end, so we could check the messages and forward them to the call center. I did, then we tested it after going to Night mode. Sonofa-- It went right through to the call center after the prompt. so all it needed was a voice mailbox set up? Doesn't make sense to me, especially if this is a box that will never get checked....


--Jorden