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Automation of Forwarding of Calls (Holidays)

Automation of Forwarding of Calls (Holidays)

Automation of Forwarding of Calls (Holidays)

At my company we are using the NBX V5000 system; Version: R6_0_31.

A problem arose this week for the Memorial Day holiday. Here is a description of the situation:

Our hours of operation are from 8 am - 5:30 pm. At 5:30, the phones are automatically forwarded to our answering service. I say automatically, because my staff do not have to hard-force any button-combination to achieve this. At 8 a.m. the next weekday, the phones are automatically returned to the reception desk.

In the two years I have been here, to my knowledge during every holiday that falls on a weekday, the phones are either auto-forwarded to the answering service, or if the holiday is connected to a weekend, they stay forwarded. Following this logic, there would seem to be an NBX system setting where you can input the calendar dates of the holidays.

I ask this because a few days ago on Memorial Day, our phones did not forward to the service. Our VP of I/T department had to remotely log into the system and hard-force a forward to the answering service and hard-force them being returned to the reception desk the next morning.

I have administrator privileges to the NBX web-based interface (I am the Office Manager), but I cannot seem to find anywhere that would indicate that holiday dates have been entered -- or if this is even a possibility.

Our VP of I/T insists that the only way is a hard-force forward via a function code. I don't believe this to be the case, as we have not done so in the past two years I have worked here. I would think we would have been notified by someone by now if our phones rang off the hook w/o answer during a holiday.

Is there anyone who can shed some light on this situation?


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