Holiday Greeting

[twiSSt]

I have read several older posts on this subject but have not come across the solution to my problem.

IPO - Version 4.4(4) and VM Pro 4.2

Was recently installed and we had a Holiday Greeting call flow created (by the tech) and a Record Holiday Greeting call flow. That works, I can dial and record and save a holiday greeting. The tech also programmed 3 buttons on the call center managers phone to set the holiday greeting(s) active. 3 Hunt groups that have to play the message, hence 3 buttons.

When we activate the Holiday Messaging, it plays some other message, but not the holiday greeting I recorded for Thanksgiving. As a work around the tech scheduled that message to play until 8:30 am this morning. We will be closing early on the 12th of December for our Xmas party so I need to have a working solution in place by then.

The button programming is as follows
Button 22
Label XYZ Holiday
Action Set HuntGroup Night Service
Action Data 704 XYZCompany

I am open to suggestions for other methods or how to fix the solution in place. I have read some posts about using Time Profiles to pre-set all of your holidays and the durations of those holidays and that looks to be a good method.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[Maxwell1001]

i had some daft issues like this ones, when someone created the group i.e Holiday they put a space on the end of the group name which initially i could not see but once i had spotted it and deleted it it sorted it. I had to change the name, delete the folder and restant the VM as well as change the Message name in the Greetings folder to match..

 

[twiSSt]

I was wondering about something like that, the greeting is named Holiday Greeting, but the button program calls 704 ABC Company name.
Think that I may try that in the morning.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[twiSSt]

It looks like it was calling on a Module named Holiday Greeting and the module is actually called HolidayGreeting.



Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[Maxwell1001]

because voicemail on IPO works on names its important they are exactly the same, i think they are case sensative as well

 

[twiSSt]

So I corrected the naming issue, but it appears I have other issues. When we activate the holiday greeting on the three groups 701,702 and 704.
When someone calls in they here our normal message and then it dumps them into a mailbox, they hear the "Your call is being answered by IP Office......" and then are told they are being placed in mailbox 704 - one of the hunt groups.

They should be hearing a different message and have the option to dial an extension, dial by name or leave a message and be routed to an extension we set up for this purpose.

There is no mailbox setup for the hunt group and the message we record is never played to the caller. The tech who set it up is stumped as well. Could this be a software bug?



Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[CarGoSki]

Use monitor and the vm helper app to trace the call flow. You will be able to see the hows and whys.

 

[tlpeter]

When you get the voicemail message your shortcode is wrong


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Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[twiSSt]

tlpeter - Am I correct in assuming that you are refering to the button programming? If so here is what I have (as set up by the tech)
Button No 22
Label CompanyName Holiday
Action Set HuntGroup Night Service
Action Data 704 GroupName

There are three groups set like this and they are all supposed to utilize Start Points in VM Pro which are pointing to the HolidayGreeting under the Specific Tab in a GoTo.

CarGoSki - Is that the actual name for it vm helper app? Avaya is new to me (I have to say, I like better than the Tadiran systems I formally used!!) Where do I find that app?



Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[CarGoSki]

Yes and no. A service can interact with the desktop and if programmed a helper application will appear. That is known as a helper application. If you look at the login tab of the vmpro service you will see that you can select to interact with the desktop. But before you choose this take careful note of the account it currently uses. You will need to reconfigure back to normal after you have finished using the helper app.

Once the helper app is up you can select run and it will capture lots of voicemail logic. You will be able to trace call flow through voicemail modules etc. Give it a spin and generate a test call. You may be able to determine the failure point and adjust the vmpro programming to repair your issue.

 

[tlpeter]

So you put groups in to night service and change those greetings ?
Or do you change the greeting of the main group ?
The point is that the ipoffice always uses the voicemail of the original group !!!



ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[twiSSt]

We put the three groups into night service - each group represents a seperate entity of our parent company and each group is tied to a DID - which works without a hitch. Those are scheduled in Time Profile.

The tech who did the install set up the buttons on the Call Center managers phone so she would have a button to record the Holiday Message, then three buttons for each entity/group to be put into holiday mode. According to him he has setup many systems this way without any trouble

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[tlpeter]

What is set as destination (groupnumber)in the night service ?

And What groupnumber you are changing the greatings on ?


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[twiSSt]

Night service
Acompany -707
Bcompany - 706
Ccompany - 705

The groups that are changed by the holiday greeting - The daytime groups
ACompany - 702
Bcompany - 703
Ccompany - 704


Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[Notsetinstone]

Why isn't your tech fixing this?

 

[twiSSt]

He has made a few attempts at it and is coming back tomorrow, unless he cancels again. He is also supposed ot be working on a few other outstanding items.

The other reason is there is some pressure in house to become less dependent on the tech and just get it working. Friday is our Xmas party, we will be leaving the office a noon and not returning until Monday. The Call Center manager would also like to use this feature so she can have departmental meetings and not split it up into two groups.

IMHO - it is good to have a backup plan, the tech has been unable to rectify the issue so I will continue to try and find a workable solution. That is why I stated in the original post I am open to other methods for accomplishing this.

Twist

===========================================
Everything will be OK in the end.
If it's not OK, then it's not the end

 

[tlpeter]

Why don´t you use VMPro for this

It has a great option "conditions" for this


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!