Manual Day/Night AA Shortcodes Not Working in VMPro 3

[tdaugirdas]

IP 500 4.2 (14), VMPro 4.2 (27).

Simple setup using Test User Variable and corresponding shortcodes to set AA Day vs. Night modes (Business Open/Business Closed).

This is the 3rd customer - where dialing the shortcodes to manually open and/or close the business fails to work reliably. Sometimes it has to be dialed numerous times, sometimes no matter how many times you dial it - VM Pro stays in Day mode or Night mode (whichever was last set successfully).

This morning a frustrated customer - rebooted his system - and got it stuck in an endless loop. It brought his PRI down and he was unable to make/take calls - until the config was erased and reloaded.

Has anyone else run into this problem recently?? It won't even work reliably on a test system I have setup. Is this a new "bug"?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[Westi]

so far, knock on wood, I have had no problems with the user variable.
I don't use it though for day/night I use the huntgroup out of service option rather then the user variable and use the user variable only to overwrite it in case that it needs to on some sites.
I just hope that I don't get burnt now with my big mouth :-D

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[IPOfficeIreland]

I too never find a problem with them, 1 thing I must say is that I never use words, only numbers,

e.g. *888 Set Variable to 1 or 0, not Day or Night

 

[tdaugirdas]

I never had a problem with using the above shortcodes either - until this latest release of VM Pro and Manager. I will try changing the variable to a number - instead of using a word ("open" and "closed") - and see if that makes any difference.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kholladay]

Instead why not route your call to a hunt group with no users in it. Then on the HG leave action use a "Route by call status" action and set all options except "OutOfHours" to the day AA and the OutOfHours to the night AA. Then give the users a Set HuntGroup Night Service button (which will have a nice little light) to change the AA.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Westi]

I still use the "on" and "off" as the variable so it might just not like your "open" and "closed" any more.
OK doesn't sound likely but hey we try anything to make stuff work.


Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[tdaugirdas]

Calls on these system ring right into the AA first - before they get routed to a Hunt Group - so I can't use the huntgroup out-of-service or night service option - and their hours are variable - so I can't use the calendar option either.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kholladay]

Route it to a unused HG first, not the real one. This HG would be used to control the call flow only, not to ring phones. The status of the HG is reported to VMP when you use the "Route by call status" action.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[kholladay]

Maybe this will help:

Go here:

http://www.ipofficeassistance.com

Click this: HOWTO: Route calls to day or night AA using a button on a phone


Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Westi]

nice one Kyle
your title says Howto:Create a checkHours Module for all US Federal Holidays ;-)
even if you click on the one you mentioned, shows the right setup though.


Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[kholladay]

UGG! There is that lazy copy/paste again. I'll go fix it.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Westi]

no worries, I just thought you want to know

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[kholladay]

Did that help?

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[tdaugirdas]

Kyle - don't know yet. I will reprogram VM Pro to use a "dummy" hunt group instead of a User Variable to control Day/Night. Since it is a toattly different Day/Night control vehicle - maybe it will work better (more reliably).

I still have no clue why the User Variable approach does not work reliably - it always did in earlier versions of Manager and VMPro. Maybe - it's just a "new" bug in this latest version of Manager/VM Pro.

They always seem fix some things with a new release - and - at the same time - blow up some things that used to work just fine before. Crappy pre-testing of new releases - I guess??

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kholladay]

Let me know. And if you find any problems with the doc let me know that as well so I can fix it.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford

 

[Bas1234]

Did you try to put the shortcode in the VMPro and sent that to a "goto" with the module?

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[tdaugirdas]

Just an update - gave up on using the User Variable - and went with Kyle's suggestion for routing - which works GREAT - just a bit of a pain when there are many Hunt Groups - instead of having a single option to "open"/"close" ALL Hunt Groups. Maybe this option will be re-fixed in the next release - until then - I'll stay away from it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[amriddle01]

tdaugirdas, On the set night service button if you leave the action data field empty instead of entering the hunt group number, it will put all huntgroups that user is a member of into night service

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[tdaugirdas]

amriddle01 - thanks - but then I would have to make the "receptionist" a member of all hunt groups - including: sales, tech support, cust svc, etc. - which I don't really want to do. The User variable option was a nice slick way to manually switch from Day to Night for ALL Hunt groups - but apparently they screwed it up in this latest release.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tlpeter]

Why not ?
Just do not enable the receptionist
As long as she does not set it her self in softconsole or has codes to do that then there is no problem at all

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!